Walkthrough
A tour of the contact center, not a chatbot demo.
Unified KenetiCX is the floor. Alloy HX is the engine inside it — routing, memory, drafts, and a reason on every decision. A human always sends. Here’s what you actually see after logging in.
- 01
System Admin
Stand up a business
Create the tenant and its first business admin from the product itself. This is the platform-operator view — not what an agent or a customer ever sees.
- 02
Business Admin
Give it a voice, queues, and a roster
Set brand tone, greeting, and the knowledge base. Paste the chat widget snippet. Name hours schedules and queues, then invite agents, supervisors, backoffice, and quality.
- 03
The inbox
Watch a conversation come in
Chat, voice, SMS, or email — one conversation, not a copy per channel. Identify, redact, read the tone, route onto a queue, draft. The reason sits next to every decision.
- 04
Agent Desktop
Answer. Transfer. Never auto-send.
An agent sees their queue, the screen-pop, and the softphone. Co-Agent offers a draft. They send it themselves. A live contact can be cold-transferred to another same-channel queue.
- 05
Queues & Hours
Let the engine draft the queues, then approve it
Alloy HX reads the approved knowledge base and drafts queues with topic tags. Nothing goes live until a person clears it. Every change to routing — human or AI — is versioned, and Restore puts the whole configuration back.
- 06
Routing intelligence
Suggestions from evidence, with a backtest
Once a workspace has real history and opts in, Alloy HX proposes topic-to-queue changes from agents' own transfers — every number checkable, a 30-day replay attached. Human-approved by default; autonomous only if you choose it.
- 07
Supervisor & Quality
Watch the queues, then review the work
Wallboard, flagged moments, recordings, transcripts, agent performance. Quality reviews interactions. Backoffice sees CDRs without the conversation text.
- 08
Governance
Show a skeptic the last 30 days
Escalation reasons, daily trend, segment mix, audit completeness — real numbers pulled from the live inbox, not a BI warehouse you have to wait on.
One message
Same six steps for chat and voice.
- 01Identify — one person, across every handle
- 02Redact — card and SSN patterns leave before storage and before OpenAI
- 03Read the tone — sentiment, urgency, confusion, scored on the redacted text
- 04Route — onto a tenant queue, or stay / escalate, with the reason written down
- 05Draft — OpenAI writes in the brand, or a rule-based match if no key is set
- 06Speak — ElevenLabs, in the voice that business chose — or the agent's softphone
The stack, in one breath
KenetiCX is the contact center. Alloy HX is ours. OpenAI is the language — gpt-4o-mini when you turn it on. ElevenLabs is the voice. Twilio carries the call. A human still sends.
What this is not yet
Hours and closed-state behavior are stored on each queue, not yet enforced at runtime. Hold music, RONA, and warm transfer are not shipped. There is no QA score card and no WhatsApp vendor yet. We would rather say so here than let a demo imply it.