IntelePeer, a recognized leader in end-to-end conversational AI solutions, has announced a strategic partnership with Waterfield Tech, a global customer-experience engineering company. The collaboration is designed to help enterprises modernize customer interactions quickly and with minimal risk, whether their contact centers operate on-premises, in the cloud, or in hybrid environments.
IntelePeer and Waterfield Tech are teaming up to reshape customer interactions by bringing IntelePeer’s powerful agentic AI into Waterfield’s experience-focused solutions. The joint offering focuses on delivering measurable outcomes while protecting existing technology investments.
Evan Jones, Chief Customer Officer at Waterfield Tech, explained the value of this collaboration. “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. This is progress without disruption. Customers keep the platforms they trust while gaining the next generation of intelligent automation.”
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Adding to that perspective, Frank Fawzi, CEO of IntelePeer, emphasized the partnership’s strength. “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.”
Key Elements of the Partnership
A unified AI platform: IntelePeer’s Conversational AI works smoothly across voice and digital channels, creating a seamless customer experience. It enables human-like interactions that reduce handling time, deflect repetitive queries, and improve customer satisfaction scores.
No need to start from scratch enterprises can keep their existing systems in place. Pre-built connectors and low-code tools allow organizations to implement automation on platforms like Avaya, Genesys, and Cisco without downtime or costly overhauls.
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Outcome-driven accelerators: The partnership includes joint frameworks designed to deliver results within 30 days. These frameworks tie success to business KPIs, including call deflection, customer conversion, and Net Promoter Score improvements.
This collaboration reflects a growing trend in the contact-center industry: the shift from experimental AI pilots to outcome-oriented deployments that deliver ROI faster. By combining Waterfield Tech’s decades of CX engineering expertise with IntelePeer’s proven AI capabilities, enterprises now have access to intelligent automation that strengthens customer relationships, drives revenue, and ensures smoother operations.
Ultimately, this partnership signals a new era for enterprise contact centers one where modernization no longer requires disruptive technology replacements but instead leverages trusted systems with the added power of conversational AI.
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