Voice and chat agents
Inbound, reminders, after hours and peaks, on voice, chat, WhatsApp and email. When a person is needed, the contact moves with a written summary.
How much of your contact center can you actually see?
Lioran Intelligence
See all of it.
Everything a contact center needs to see, decide and automate: the Pulse platform and AI agents, built by people who ran the floor.Everything a BPO needs to see, decide and automate for every client: the Pulse platform and AI agents, built by people who ran the floor.
From a team with 15 years running contact-center operations and 280M+ calls handled on the floors it ran.
OperationsMyPulse · org chart · timesheets · leave · WFM
QualityEvaluation planner · player · scorecards · calibration
Agent deskPulse CRM · flows · guides · email · voice agents
Analytics & CXDashboards · NPS verdicts · report packs · decks
BusinessLive P&L · people cost · offers & tenders
Knowledge & peopleKnowledge base · onboarding · team pulse · procedures
Look inside
Built like a machine. Run by people.
Six families, one core
Each works alone. Together they see it all.
- Operations
- Quality
- Agent desk
- Analytics & CX
- Business
- Knowledge & people
One core, one bridge
Everything lives once. Bridge connects it to your telephony, CRM and ERP.
Pulse · six families
Take one module, or the whole platform.
Modular, configurable for your operation and AI-ready, off until you switch it on. Each family works on its own and is licensed on its own.
01 · People & performance
Operations
Every agent’s day, the schedule and the org chart, on one core.
MyPulse · WFM & forecasting · timesheets · leaveExplore 02 · Evaluation & voiceQuality
Every call heard in full. Every score justified.
Pulse Quality · evaluation planner · calibration · SignalsExplore 03 · Desk & channelsAgent desk
The right form on the right customer, before hello.
Pulse CRM · Flow (IVR) · Mail · voice agentsExplore 04 · Reports & customer experienceAnalytics & CX
Every number shows where it comes from.
Lens · CX · Deck · executive exportsExplore 05 · P&L & bidsBusiness
Cost per contact, by the month you served.Margin per client, by the month you served.
Atlas (live P&L) · Bid (offers & tenders)Explore 06 · Learning & wellbeingKnowledge & people
From candidate to autonomous agent, with procedures that teach.
Playbook · Hire · Barometer · knowledge baseExplorePlatform · Pulse Bridge
Works with Bridge connects them to your telephony, CRM and ERP.
REST API, signed webhooks, files and read-only views. IT sets the rules once; your admins do the rest on screen.
Working names. See every module on the Pulse page ›
AI agents · Voice Demo · synthetic data AI-ready · off until you switch it on
Who answers at 3 a.m.?
AI voice and chat agents, agent assist, automated QA and conversation intelligence. Delivered with a certified partner platform and connected by us to your telephony, your CRM and Pulse.
Switched on forReceptionistRemindersCold callingAfter hours
- Receptionistinboundrouting to Billing · 0:42
- Payment reminderoutboundconfirmed for Friday
- New offercold callinginterested · callback Mon 10:00
- Order statusinboundhanded to a person
Order status · 03:12 · handed to Sam R.
AIYour order left the warehouse yesterday. Would you like the courier’s number?
CustomerNo, I want to change the delivery address. Can I talk to someone?
AIOf course. I’m passing you to a colleague with everything we said.
Written for the agent before they say hello
Wants to change the delivery address · order #58213 · courier not yet assignedLogged · AI proposed, a person decided · off with one switch
- 01Inbound, outbound, cold calling and a virtual receptionist.
- 02When a person is needed, the call moves with a written summary.
- 03Switched on per queue and per hour; off with one click.
- 04Everything is logged: what the AI said, and who decided.
Agent assist
The call summary, the form filled in and the answer from the knowledge base, on the agent’s screen while the customer is still there.
Automated QA
Every call scored on your own scorecard. People review what matters and calibrate the rest.
Conversation intelligence
Why people call, what can be fixed at the source and what can safely be automated.
Start with an automation audit.
We read a sample of your calls and show what can be automated, what should stay with people, and what it changes for the agents who remain.
Ask for an automation auditYour AI, your key. Off until you switch it on.
A local model, your own API key or your corporate LLM proxy. AI proposes, people decide, and everything is logged.
Demos
Ten questions a contact center asks every day.
Here are three, played on Northwind Contact, a fictional 240-seat contact center. Every screen is redrawn on synthetic data.
MyPulse · Operations Demo · synthetic data
Does every agent know where they stand today?
Yesterday against the day before, last year and the team average, in the panel the agent already uses. No rankings, no red.
Shift 08:00–16:30 · logged 6:41
calls 9 now · 5 in · 3 out · 1 predictive
Good morning, Maya
Calls138▼ 16vs 154 · Fri 16 Octteam avg 131
Calls per logged hour17.7▲ 0.9vs 16.8team avg 16.2
Quality score93%▲ 2 ptstarget 92%team avg 89%
Logged time7:48= 0:00vs 7:48planned 8:00
Breaks0:58of 1:00meal 0:30 · other 0:08on plan
Handle time4:12▼ 0:09vs 4:21team avg 4:30
Yesterday by hour · your calls by type, your handle time, the team average
Today you focus on
C2 · Identity checkConfirm two data points before you read any account detail aloud.What can I try?Well done
154 calls on FridayYour best day in 3 months.- 01Yesterday against the day before, the same day last year and the team average.
- 02Six tiles, one switch: day, week, month, quarter or year.
- 03No rankings and no red on results: changes show as ▲ and ▼.
- 04The team average appears only when at least eight colleagues are compared.
Pulse Quality · Evaluation planner Demo · synthetic data
Who should be evaluated this week, and why?
The planner sets every agent’s target from rules, reads the week’s signals and proposes the calls. A person approves.
86on track
22close
41behind
23not started
171 of 352 evaluations this month · 13 a day needed · targets follow the days each agent actually worked
| Campaign | Week plan | Focus · identity / discovery / data protection | Extra / std |
|---|---|---|---|
| RetentionAurora Energy · Retention | proposed | 5/23 | |
| CardsVela Bank · Cards | approved | 4/18 | |
| BillingBrightline · Billing | modified | 2/15 | |
| TechnicalAurora Energy · Moves | proposed | 3/12 |
Approve all · 2History · who approved what, when
- 01The month plan per agent, from rules: project, campaign, senior or new, real days worked.
- 02Weekly signals marked certain or to watch, never guesses.
- 03The app proposes the calls and the focus; a person approves.
- 04Each evaluator’s list fills overnight, and every row says why it is there.
Pulse Quality · Call evaluation Demo · synthetic data
How much of the call did your evaluator actually hear?
In Pulse Quality, all of it. An evaluation cannot be sent until the whole call has been heard, at up to 3× with the silences skipped.
00:00 / 07:480.5×1×1.5×2×3×Skip silences
Outgoing comment
Score92
- C1 Greeting10 / 10
- C2 Identity check15 / 15
- C3 Needs discovery17 / 20
- C4 Solution & summary20 / 20
- C5 Data protection30 / 35
Ready · locked: 2:52 left to hearReady to send ✓
- 01Up to 3× speed with the voice unchanged; silences skipped.
- 02Markers on the waveform become the comment that is sent.
- 03The score updates live as each marker lands.
- 04It cannot be sent until the whole call has been heard.
- 05One click: e-mail with the PDF scorecard, team leader in CC.
Free tools
We give before we ask.
Each tool answers one real question, works without an account and sends nothing from your browser. Each one is a small piece of Pulse.
Open now
How many people do I need, and what will they cost?
From your monthly volume and handle time to agents per half hour, FTE, headcount and the full monthly employer cost in Romania.
15agents at the peak
17.7FTE
20people
Example: Mon–Fri 09:00–17:00 · 20,000 contacts a month · AHT 5:00 · 80/20 · other shrinkage 15%
Open the tool- How many agents do I need?Agents per interval with Erlang C and A, abandonment included.Coming
- How many calls should I evaluate?From the spread of your own scores and the margin of error you choose.Coming
- What does a contact cost?Per contact, per paid hour and per minute handled.Coming
- AI voice agent: what will you really save?Containment against hand-offs, repeat calls and the harder calls left to people.Coming
- What does this price really mean?The same contract per FTE, hour, minute or transaction, and who carries the risk.Coming
- Do my evaluators score the same?Real agreement, person to person or person to AI.Coming
Run the floor
A whole day on the floor, in five minutes.
Make the calls you make every morning and see what each one costs. Then live the same day again, with Pulse.
Coming after the first toolsDesign partners
Shape Pulse on your own floor.
We are opening the platform to a small group of contact centers, in-house and BPO, who want the next modules built around their work.
What you get
- The modules you choose, configured for your operation
- A direct line to the people who build it
- Your needs first on the bench
- Early access to every new family
What you give
- An hour a month of honest feedback
- One sponsor on your side
- A test environment on your servers, with synthetic or masked data
How to join
- A thirty-minute call
- A one-page scope we agree together
- An install inside your network, read-only on your telephony
See it for yourself.
Walk through Northwind Contact, a fictional 240-seat contact center, or book thirty minutes on your own questions.
No price list: every installation is sized to your seats and modules.