Thunai Launches Agentic AI for Smarter Enterprise CCaaS

Thunai, an agentic experience middleware company, today announced the official launch of the Thunai Agentic Suite, a new collection of specialized AI agents for enterprise contact centers. This suite is designed to work seamlessly with top Contact Center as a Service (CCaaS) platforms, helping teams handle complex customer interactions more easily, cut down on operational hassle, and deliver better overall service.

Today’s enterprise contact centers deal with some tough, ongoing challenges like high operating costs, frequent agent turnover, and the struggle to provide consistent customer experiences at scale. While basic automation can handle simple questions, most current chatbot solutions fall short when it comes to more complex, multi-step issues. The result? Frustrated customers and missed opportunities to build loyalty. The Thunai Agentic Suite addresses these gaps by deploying sophisticated AI agents that function within the existing contact center infrastructure, augmenting human agent capabilities and handling nuanced interactions from end to end.

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"The Thunai Agentic Suite is built on a powerful middleware architecture that makes deep, flexible integration easy. Some of its key features include:

Hyper-realistic Voice Sentiment Analysis: Thunai’s AI Agents can pick up on subtle changes in a customer’s tone and mood in real-time. This lets them step in early to calm tense situations and adjust the conversation on the fly helping resolve 60-80% of issues before they escalate and turning potential complaints into positive experiences.

Agent-to-Agent (A2A) Collaboration: The suite is composed of specialized agents that communicate and collaborate in real-time powered by Model Context Protocol (MCP), which allows specialized agents work in concert, communicating in real-time to manage multi-step workflows from sentiment analysis to payment processing that are impossible for single-function bots.

Secure, Compliant Data Handling: Built for industries with strict regulations, the agents can securely manage sensitive transactions right within the call, fully meeting PCI and HIPAA compliance standards.

Seamless, Context-Aware Handoff: When a situation needs a human touch, the AI smoothly passes the conversation along giving the agent a full summary and all the context upfront, so customers don’t have to repeat themselves.

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Broad Integration Capability: The suite comes with ready-to-use connectors for popular CRM platforms like Salesforce and Zendesk, plus it can easily connect with custom-built enterprise systems. 

"Enterprises are moving beyond simple automation and are now seeking intelligent, effective resolutions for their customers," said Jegan Selvaraj, Chief Executive Officer of Thunai. "Our agentic middleware approach allows businesses to augment their existing contact center investment, not replace it. We are focused on delivering a more sophisticated and reliable level of service that can handle the complexity of modern customer expectations."

The technical design of the suite emphasizes interoperability, a common hurdle in enterprise environments. "The core innovation lies in our middleware architecture," stated Aditya Santhanam, Chief Technology Product Officer at Thunai. "By operating as an intelligent layer, our AI agents can maintain context across systems and facilitate truly seamless handoffs. This contact center integration with platforms like Genesys and Amazon Connect, coupled with our pre-built CRM connectors, solves a significant interoperability challenge for large organizations."

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Market Application and Availability

The Thunai Agentic Suite is designed especially for enterprises in financial services, healthcare, insurance, and telecommunications industries where handling complex questions and ensuring security are top priorities. It’s ready for quick deployment on Amazon Connect, NICE CXone, and Genesys Cloud CX platforms, so you can get started right away.

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