Friday, February 13, 2026
Exotel has officially launched Harmony, its new Agentic AI-powered customer experience (CX) orchestration platform, in the Middle East. This regional rollout comes at a time when enterprises across the region rapidly accelerate their adoption of AI to improve customer engagement and operational efficiency. With Harmony, Exotel introduces a unified platform that combines AI automation with human supervision, enabling businesses to deliver smarter, faster, and more personalized customer interactions.
Unlike traditional CX systems that add AI as an extra layer on top of legacy infrastructure, Harmony is designed with an AI-first architecture. As a result, the platform brings customer conversations, behavioral insights, and contextual data together into one intelligent orchestration layer. This unified approach ensures that both AI systems and human agents operate with full awareness of the customer’s history, intent, and sentiment. Consequently, businesses can eliminate repetitive interactions and deliver highly personalized engagement across voice and digital channels.
Harmony operates based on three core principles: Intelligence, Unity, and Harmony. These principles help enterprises achieve intelligent automation, deep personalization, and complete visibility into every customer interaction. At the center of the platform is a real-time customer memory layer, which continuously captures behavioral signals, emotional sentiment, and interaction context. Therefore, AI agents and human representatives can respond more accurately and adapt conversations dynamically, improving both efficiency and customer satisfaction.
Furthermore, Harmony introduces the Agent Monitored Contact Center (AMCC) model, which integrates Human-in-the-Loop (HITL) supervision. This feature allows human agents to monitor AI-driven conversations and step in when necessary. As a result, companies can ensure accuracy, compliance, and emotional intelligence while maintaining scalable automation. In addition, the platform includes Conversational Quality Analysis (CQA), which evaluates conversations in real time to measure compliance, performance, and customer sentiment. Meanwhile, OneAssist for Agents provides live recommendations, automated summaries, and actionable insights to help agents resolve issues faster and more effectively.
Together, these capabilities create a continuously learning ecosystem that improves performance over time. The platform enables up to 60 percent automation while increasing workforce productivity by 15 to 20 percent. Additionally, Harmony delivers 99.9 percent uptime, ensuring reliable performance for enterprises operating in highly regulated markets such as the UAE and Saudi Arabia, where compliance and data sovereignty remain critical priorities.
Sachin Bhatia, Co-Founder and Chief Growth Officer at Exotel, highlighted the importance of unified AI orchestration, stating:
“Harmony represents the evolution from isolated automation to intelligent orchestration,” said Sachin Bhatia, Co-Founder & Chief Growth Officer, Exotel. “As enterprises prepare for a future where AI agents operate at scale, the focus must shift from simply deploying more AI agents to building unified systems that ensure context continuity, supervision, and empathy. Agentic AI must function within a cohesive architecture. With Harmony, AI strengthens human capability rather than replacing it.”
Exotel’s expansion into AI-driven CX orchestration builds on its acquisitions of Ameyo and Cogno AI. These strategic investments combine advanced contact center infrastructure, conversational AI expertise, and scalable cloud communications into a single enterprise-grade platform. Currently, Exotel supports more than 7,000 enterprises globally and powers over 25 billion customer interactions annually, including 4 billion AI-driven conversations.
With Harmony’s launch in the Middle East, Exotel strengthens its position as a strategic CX transformation partner. The platform enables enterprises to scale AI-powered customer engagement while preserving human empathy, regulatory compliance, and operational control.
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