One for Three

The contact center at Optik.net has grown: where there used to be one person on support, there are now three. Asya, our Iron Lady, is still on her own — and still takes every incoming call first. What changed is under the hood.

Ultravox, which we wrote about in “The Sixth Voice,” has served its time and retired. The world doesn’t stand still: new products keep appearing, and we keep up with them. We moved Asya to Soniox — a major rebuild, not a swap of one part.

Why Soniox. We put the candidates face to face on our own calls again — and it came out ahead in every comparison we ran. What matters most to us: it handles digits noticeably better. Remember how in “The Sixth Voice” we openly named long numbers on a narrow phone line as our main weak spot? That is much better now. And it knows Ukrainian very well — for the contact center of a Ukrainian provider, that is no small thing.

Not everything under the hood is someone else’s. Our own local improvements live there too: the work we tuned for a live phone line hasn’t gone anywhere.

All of this is tied into our own CRM system, which we have been building for about eight years. Right now it is being rebuilt once again: with the arrival of the AI era, we are rethinking and reworking it. It is a process that never really ends, and we won’t go into it here — that’s a separate story.

Now the honest part. Soniox covers many languages, but not all. Uzbek isn’t there; neither are Armenian or Georgian. That’s fine: rare languages are exactly our job — those we will add ourselves.

One more thing: Soniox is an external cloud service, and the audio of the conversation is processed on its side. A private setup on our own infrastructure is something we deploy for a client during implementation — a separate story, and we don’t mix it up with what runs at Optik.net today.