IntelePeer, a recognized leader in end-to-end conversational AI solutions, has entered into a strategic partnership with Waterfield Tech, a global customer experience (CX) engineering company. The collaboration combines IntelePeer’s advanced agentic AI platform with Waterfield Tech’s decades of CX expertise to deliver enterprises a faster, lower-risk pathway to modernizing customer interactions whether their contact centers operate on-premises, in the cloud, or through hybrid models.
“By fusing Waterfield Tech’s deep CX engineering expertise with IntelePeer’s agent-centric AI, we’re giving enterprises a fast track to measurable outcomes: more than 40 percent deflection of repetitive calls, double-digit revenue lift from proactive outreach, and rollouts that take weeks – not quarters,” said Evan Jones, Chief Customer Officer at Waterfield Tech. “This is progress without disruption. Customers keep the platforms they trust while gaining the next generation of intelligent automation.”
Frank Fawzi, CEO of IntelePeer, added, “Waterfield Tech has spent decades optimizing complex contact centers. Pairing that expertise with our AI platform, which already processes over 1 billion automated interactions a year, lets enterprises adopt powerful automation at their own pace while maximizing existing investments.”
Also Read: Onix Boosts CX with AI Agents via UJET Services Acquisition
Key Benefits of the Partnership
-
Unified agentic AI platform: IntelePeer’s Conversational AI seamlessly integrates across voice and digital channels, enabling human-like interactions that reduce call handling time and improve customer satisfaction.
-
No rip-and-replace approach: With pre-built connectors and low-code tools, organizations can deploy automation within Avaya, Genesys, Cisco, and other leading environments without costly downtime.
-
Outcome-driven accelerators: Joint deployment frameworks are designed for 30-day implementations, aligning directly with business KPIs such as call deflection, conversion rates, and Net Promoter Score (NPS).
Solution Snapshots
-
SmartAgent™: Automates inbound scheduling, payments, and FAQs for healthcare providers, reducing front-office costs while enhancing self-service adoption.
-
SmartOffice™: Extends automation across multi-facility enterprises, resolving routine inquiries end-to-end and allowing staff to focus on higher-value, complex tasks.
This partnership underscores the growing demand for enterprise-ready conversational AI that delivers measurable ROI while safeguarding existing technology investments. Together, IntelePeer and Waterfield Tech aim to redefine intelligent customer engagement with scalable, outcome-driven automation.