AI Contact Center Platform

Information and Communication Technology (ICT) is offering ICT AI Call Center, a next-generation contact center platform that unifies voice, AI, and data intelligence on a secure Microsoft Azure foundation. The solution integrates leading CCaaS platforms such as Genesys Cloud, Twilio, Cisco, and Azure Communication Services via SIP/RTP through a Session Border Controller (SBC) and MPLS SIP Trunk, delivering enterprise-grade voice connectivity from carrier to agent.

At the core of the architecture is a self-hosted AI Processing layer within the Data Center, featuring a self-hosted AI Model and Speech-to-Text / Text-to-Speech (STT-TTS) engine, connected to on-premises EDW, files, and line-of-business systems. All AI workloads run on Azure Kubernetes Service (AKS) within a private virtual network, ensuring data sovereignty and zero data exfiltration. The platform indexes on-prem data and pushes it securely through the Perimeter Hub firewall into the AI Workload environment.

Security and governance are built in at every layer. The Datacenter Hub features a Datacenter Firewall, F5 WAF, and API Management gateway. Trust & Safety controls are enforced through Azure Function Apps and Logic Apps, while Data Staging leverages Azure SQL Database, AI Search, Cosmos DB, and Blob Storage — all connected via Private Endpoints within a secure virtual network. Azure Active Directory provides role-based access control, and Azure Monitor, Defender for Cloud, and Azure Key Vault complete the security posture.