Sector: Contact centre / customer experience / healthcare / retail / logistics
Context: Voxgeneration / Waterfield
Capability area: IVR, conversational AI, routing, APIs, cloud integration, contact-centre automation
Challenge
Organisations needed scalable IVR and contact-centre platforms without being locked into expensive, inflexible licensing models. They also needed integrations with modern cloud services, REST APIs, natural-language platforms and routing logic that could support richer customer journeys.
Delivery contribution
Worked on in-house IVR and contact-centre technologies using Java, Spring Boot, APIs and microservice-style delivery. The platform supported extensible integrations and helped clients deliver automated voice/customer journeys across enterprise environments, and trained staff on the new ways of working and systems to optimize their workflows.
Complexity
The work involved telephony workflows, routing logic, customer intent, integration with third-party platforms, uptime considerations and the need to reduce heavy lifting inside legacy IVR ecosystems. Later work aligned with cloud-supported technologies such as Google Dialogflow, AWS Connect and Twilio-style integration patterns.
Outcome
The wider company’s strength in conversational AI/contact-centre capability contributed to acquisition by Waterfield Technologies. Waterfield described the VoxGen acquisition as strengthening its conversational AI and CX technology/services position for mid-market and enterprise clients, with services eventually being rolled out to bluechip clients such as Mayo Clinic and Walgreens, siginificantly reducing pressure on their contact centers.
Relevance to Government
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