Contact centre
LiveRelayd
The contact centre you can put in front of an auditor.
Relayd holds every conversation a customer has with an institution and the proof of how it was handled. WhatsApp, voice, Instagram, TikTok, Messenger, USSD, SMS, email and in-app chat arrive in a single thread per customer, in the order they happened, with the account and case history already open in front of the agent.
It sits on top of the phone system and the directory already in place rather than replacing them, so a team goes live in weeks. Nothing about the record can be quietly edited afterwards: consent is captured with the conversation it belongs to, card and PIN details are masked before they are ever stored, and every conversation is scored rather than a sample of them.
At a glance
- Channels in one thread
- 9Channels in one thread
- Conversations QA scored
- 100%Conversations QA scored
- To go live, not quarters
- WeeksTo go live, not quarters
- AI, never autonomous
- AssistiveAI, never autonomous
- Deployment options
- 3Deployment options
- Always reaches a person
- ZeroAlways reaches a person
Connects to
- WhatsApp Business Platform
- PABX and SIP telephony
- SSO (Microsoft, Google Workspace, custom directory)
- Webhooks and API
From first contact to sealed record
The chain this product holds.
Each link is an artefact with an owner and a date. Relayd will not let you create one without the one before it, which is what makes the trail defensible after the fact.
- 01
Arrive
Channel, identity, consent state
- 02
Route
Skill, urgency, queue, agent
- 03
Handle
Transcript, masked fields, attachments
- 04
Commit
Case, promise, deadline, owner
- 05
Escalate
Trigger, time to breach, next owner
- 06
Score
QA result, coaching note, customer rating
- 07
Seal
Tamper-evident record, who changed what
Capabilities
What Relayd does.
Talk
Every channel in one thread.
- Unified inbox
- WhatsApp, voice, Instagram, TikTok, Messenger, USSD, SMS, email and in-app chat land in one thread per customer rather than nine separate queues.
- Customer 360
- Account details, open cases and previous conversations open with the contact, so the agent stops asking questions the record already answers.
- Reopens, never forks
- A closed conversation resumes where it stopped instead of starting a fresh ticket that carries none of the history.
- Voice on your own lines
- Runs on the PABX already installed, with per-skill queues, overflow, and a callback offer once the wait passes a threshold.
Run
The right person, on a clock.
- Skills-based routing
- Contacts are matched on skill, urgency, account value and who is actually available, not on whoever picks up first.
- Cases with deadlines
- A promise made to a customer becomes a tracked case with an owner and an SLA clock instead of a note in someone's head.
- Escalation before the breach
- Backup is activated while the deadline can still be met, rather than reported once it has already been missed.
- Assistive AI
- Drafts replies and summaries for a person to approve. It never sends on its own, and pressing zero always reaches a human.
Prove
The part the regulator asks for.
- Tamper-evident record
- Each step is written once, as it happens, and sealed. Nothing can be edited after the fact without the change being visible.
- Consent, captured
- Recorded and held with the conversation it belongs to, so proving it later is a lookup rather than an investigation.
- Automatic masking
- Recording pauses for sensitive passages, and card and PIN details are never written to storage in the first place.
- Quality on everything
- Every conversation is scored and coachable, instead of the handful a supervisor had time to listen back to.
Built for
Who runs this.
- Banks, SACCOs and lenders
- Insurers and healthcare providers
- Telecoms, utilities and retail
- Government service desks
- Any team whose calls get inspected
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Relayd for your team
See Relayd against your own process.
We will walk it through with your data and your workflow rather than a demo dataset, so you can tell whether it fits before anyone signs anything.
Nairobi office
10th Floor, Applewood Adams, Ngong RoadNairobi
Kenya
- Phone
- +254 701 684 754
- Hours
- Mon–Fri, 08:30–17:30 EAT