Customer history, ready to use
See who the customer is and read plain-language recaps of previous contacts from the Agent Desktop. Customer details, conversation history, memory, and connected HubSpot context give agents a clearer starting point.
The suite
A contact center. An intelligence engine inside it.
KenetiCX is the CCaaS — the queues, the desktop, the softphone, the operation. Alloy HX is the engine that routes, remembers, drafts, and writes why. Glass-box explanations are one discipline of that engine, not the whole story.
KenetiCX
What the team actually uses.
Supervisor escalation & coverage
Escalate to an available supervisor, use supervisor calling and inbox tools, and arrange coverage when a supervisor is away. Team views and filters help supervisors focus on the agents they support.
Recording controls
Choose all-call recording, sampling, or recording off. Configure the spoken recording notice in your handoff setup and use agent recording controls to start, pause, or resume where supported.
Reports you can work with
Review conversation volume, agent performance, voice activity, and quality through filtered reports and CSV exports. Compare the activity that matters to your operation over a chosen date range.
Contact center
Named queues on voice, chat, SMS, and email. Queue schedules evaluated in their configured time zone during inbound routing, with explained after-hours redirection to an eligible open queue or closed-queue handling. A wallboard with waiting depth.
Agent Desktop
Conversation history, customer context, Co-Agent drafts, and browser calling in one desktop. Cold-transfer a contact to another queue on the same channel, with a note. On a bridged voice call, Hold plays the queue music until Resume. Warm transfer lets you consult an available colleague privately before completing the handoff, or cancel to return to the caller.
Team organization
Give agents, supervisors, backoffice, quality, and admins the tools for their roles. Assign agents to the queues they serve, grade skills from 1 to 5, onboard a roster with CSV preview, and set the presence names your team uses. After-call wrap-up gives agents time to record a disposition and notes.
Customers & channels
Choose voice, chat, SMS, and email for your workspace. WhatsApp is available on request and stays pending until a platform admin activates the sender. Connect customer conversations to a shared record. Embed the chat widget on your website. The assistant can reply in English, Spanish, Portuguese, or French, using your approved knowledge and brand voice.
Ops & review
Trace with routing reasons and language. A supervisor can listen, whisper, or barge on a live call. Recordings, transcripts, and agent performance. Supervisor wallboard. AI-assisted quality scoring uses a human review queue to confirm, override, or challenge a score. Backoffice sees CDRs.
Admin & billing
Manage brand voice, approved business knowledge, channel settings, API keys, usage estimates, and seat billing from the admin workspace.
HubSpot customer context
Connect your HubSpot account so agents can see a matching contact by email and a short handoff note can be added to that contact. Check the connection from the admin screen. This connection adds context; it does not change routing or sync full conversations, recordings, or deals.
Workspace sandboxes
Try configuration changes in a separate environment copied from your production brand settings, knowledge base, queues, and schedules. Switch environments with a visible sandbox banner. Customer conversations, agents, and billing are not copied; inbound calling and promotion back to production are not available in sandboxes.
Guided Setup and skills
Guided Setup walks a business admin through channels, knowledge, queues, hours, and the team. Skills carry a grade from 1 to 5. Alloy HX can draft queues from approved knowledge, and a person approves those drafts before they go live.
Workforce planning
Turn it on when the workspace is ready. The forecast is a baseline that improves as your data grows. The schedule is a draft a person reviews and publishes, with a view of where coverage is short.
AIKen
An assistant in every portal except the Agent Desktop. It answers questions about the workspace and points to the configuration behind an issue. It does not change the workspace on its own.
Support from your workspace
Report a problem without leaving the product and follow it in My tickets. Business admins can see their workspace’s reports, so the team can keep track of issues raised with KenetiCX support.
Access & integrations
Microsoft Entra sign-in, multifactor authentication, and role-based access help control staff access. Scoped API keys connect your own tools to customer and conversation records. Export governance reports to review escalation reasons and audit completeness.
Alloy HX
What thinks on every conversation.
Knowledge
Approved answers the assistant is allowed to use. An entry can be tagged to a skill graded from 1 to 5 so the next match can reach someone who can handle it.
Routing
Stay, escalate, or assign — onto a real queue, not a hardcoded label, with structured reason codes on every decision. AI-drafted queue setup a human approves. Optional enhanced suggestions, with a 30-day backtest, once a workspace has real history and opts in.
Version history
Every routing change — human edit, AI draft, approved suggestion — snapshots what came before. Restore is whole-config, and that restore is itself a version. It is the safety net autonomous mode stands on.
Memory & tone
The same person across channels. Sentiment and urgency scored the moment a message lands, on redacted text.
Co-Agent & governance
Drafts and warnings on escalated threads. Compliance flags, a governance report, and a plain-English reason next to every decision — glass-box is how Alloy HX works, not a separate product.