Procat International — AI Contact Centre Transformation

Our Areas of Expertise

What We Deliver

From speech technology and AI-powered analytics to customer experience platforms, consultancy, and end-to-end BPO — we help companies deliver world class customer services.

Speech & Voice

We design and implement advanced speech technology, achieving improved customer experience with measurable cost advantages across all voice channels.

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AI Consultancy

From AI readiness assessment and strategy design to full transformation delivery — we combine CX expertise, data science, and AI engineering to guide your organisation through every stage of change.

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CX Platform

We design and deploy best-in-class Customer Experience platforms — currently specialising in Genesys Cloud CX, with expertise expanding to other leading CX platforms.

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Speech & Text Insights

Turn every customer interaction into actionable insight — 90% transcription accuracy, sentiment analysis, topic spotting, agent empathy scoring, and virtual QA supervisor across 100% of conversations.

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QUA Services

Our proprietary CX Operations & Management ERP — covering the full BPO lifecycle from FTE pricing and project setup through KPI scorecards, payroll, invoicing, and collections in one platform.

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BPO Pilot Programme

We operate a managed live BPO pilot group on your new Genesys infrastructure — generating the real interaction data your AI migration depends on to succeed.

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AI Consultancy

Elevate Customer Experience Through Artificial Intelligence

At Procat, we combine our expertise in artificial intelligence with decades of customer service experience to help businesses grow and transform in the digital age. Through our comprehensive AI solutions, we increase operational efficiency, enhance customer satisfaction, and deliver measurable business outcomes.

"Efficiency that echoes across your entire operation — costs drop, satisfaction soars, and every interaction becomes a win."

AI-powered contact centre transformation

20+

Years of CX & AI expertise

AI Readiness Check

Before any transformation begins, we assess exactly where your organisation stands — technology, processes, data maturity, and team capability. You get a clear, actionable roadmap with no guesswork.

→ AI infrastructure & data maturity assessment

→ Gap analysis: current state vs. AI-ready target

→ Prioritised roadmap with quick wins and long-term milestones

→ Business case & ROI projection

→ Risk identification and mitigation planning

AI Transformation

The full journey — from solution design and legacy system integration through to deployment, agent training, and continuous improvement. We stay with you until the transformation is complete and outcomes are proven.

→ Solution design and custom AI development

→ Legacy system integration and data migration

→ Intelligent virtual agents & AI copilot deployment

→ Change management and agent training programme

→ Post-deployment monitoring and optimisation

Advanced Customer Interaction

· Intelligent virtual agents — context & sentiment aware

· Real-time personalisation engines

· AI copilots that collaborate with live agents

· Automated quality assessment & coaching

· Multi-channel customer intelligence analytics

Smart Knowledge Management & RAG

· Design & build of dynamic knowledge bases

· Enterprise RAG (Retrieval-Augmented Generation)

· Context-aware response generation

· Automated FAQ generation & management

· Integration with existing enterprise systems

Enterprise AI & Analytics

· Predictive analytics and forecasting

· Business intelligence dashboards

· Data strategy and architecture

· Process mining and optimisation

· Custom AI model development & training

Measurable Results

What our clients consistently achieve:

Reduce operational costs

Improve customer satisfaction scores

Increase first-contact resolution rates

Enhance agent productivity

Accelerate response times

Deep Industry Expertise

Our team brings together customer experience specialists, data scientists, AI engineers, and telecom engineers who understand the unique challenges of modern business transformation.

Proven Methodology

We follow a rigorous, results-driven approach that ensures successful AI implementation while minimising disruption to your operations — from readiness check through to full transformation.

Best Technology Partners

Partnerships with leading AI service vendors, global LLM providers, conversational AI platforms, and cloud infrastructure — we bring the best ecosystem to your transformation.

Our Technology Stack

Natural Language Processing Machine Learning Predictive Analytics Voice Biometrics Speech-to-Text & Text-to-Speech Large Language Models Generative AI Enterprise RAG Local AI Architectures Custom AI Model Development

Our Approach

The Build → Learn → Migrate Model

A disciplined three-stage methodology: build the infrastructure first, generate real operational data, then migrate each process to AI — only when the data confirms it is ready.

Stage 1 — Build

Infrastructure First

The full Genesys Cloud CX platform and ElevenLabs voice AI are built and tested before any live interactions begin. All integrations, routing flows, digital channels, and compliance controls validated in advance.

Genesys Cloud CX provisioned & configured
Legacy PBX/CTI replaced via phased cutover
ElevenLabs voice AI flows built & validated
Digital channels and integrations tested

Stage 2 — Learn

Data-Driven Insights

A managed BPO pilot group operates on the new infrastructure. AI speech analytics evaluates 100% of all interactions — generating the evidence base for AI agent design grounded in real customer behaviour.

100% of calls and chats AI-evaluated
Root causes and pain points identified
CX and NPS baselines established per process
AI flow design briefs generated from real data

Stage 3 — Migrate

Process-by-Process AI

Each process migrates individually — only after analysis confirms the AI can meet or exceed the live agent CX benchmark for that specific process. Voice and digital channels all covered.

Data threshold confirmed before each migration
AI agent validated against real transcripts
CX simulation must match live agent baseline
Same analytics applied post-migration

The result

AI built from reality

→

That meets or exceeds

Your live CX baseline

→

Across all channels

Voice · Digital · AI

Engagement Model

How We Work With You

From initial assessment through to full AI operation — six workstreams, one experienced partner.

Week 1–2

Discovery & Assessment

We assess your infrastructure, call volumes, digital channel usage, process landscape, and CRM. We identify your highest-impact migration opportunities and define the programme scope.

Infrastructure auditChannel assessmentMigration roadmap

Month 1–3

Platform Build & Integration

Genesys Cloud CX provisioned. ElevenLabs voice AI, CRM, analytics, and digital channel integrations built and tested. Legacy PBX cutover via phased parallel run.

Genesys deploymentElevenLabs integrationCRM connectivity

Month 2–6

Live Pilot & Data Collection

Managed BPO pilot group operates on new infrastructure. AI speech analytics runs on 100% of interactions — generating process-level data for AI agent design.

Managed BPO pilot100% analyticsCX / NPS baselining

Month 4–8

AI Agent Design & Validation

AI agent flows designed from real customer behaviour — for voice and digital channels. Each flow tested against actual transcripts and validated against the CX baseline before deployment.

Data-driven flow designVoice AI buildCX simulation testing

Month 6–18+

Process-by-Process AI Migration

Each process migrates individually — only after the data confirms the AI can match or exceed the live agent CX benchmark for that process across all channels.

Phased migrationCX-gated go-liveEscalation paths maintained

Ongoing

Continuous AI Quality Monitoring

The same analytics pipeline monitors AI agents post-migration — consistent quality standards for human and AI interactions, with continuous improvement fed back into updates.

AI quality scoringFCR trackingContinuous optimisation

Procat Own Service

BPO Pilot Programme

We don't just advise — we operate. Procat manages a live agent group on your new Genesys Cloud infrastructure from day one, as both the BPO operator and the technology provider. This dual role creates a closed feedback loop between real operations and analytics that no pure advisory firm can replicate.

Why Run a Live Pilot First?

AI agent flows designed without real customer behaviour data consistently underperform. The pilot generates the evidence base that makes every subsequent AI deployment accurate, data-driven, and proven to meet your CX benchmarks.

"Every AI agent flow we design is built from real customer conversations — not assumptions."

100% of interactions recorded, transcribed & AI-evaluated

3–6 months per process until AI is ready to take over

Procat is both BPO operator and technology provider

What Procat Manages

Agent Recruitment & Training

We hire, onboard, and train agents to operate on the new Genesys Cloud infrastructure from day one.

Shift & Schedule Management

End-to-end shift planning, adherence tracking, and workforce management via QUA Services.

Quality Monitoring

Speech & Text Insights evaluates 100% of calls. Supervisors review AI-scored interactions via QUA dashboards.

Performance Reporting

Daily QUA dashboards: quality scores, NPS contribution, adherence, and payroll — all in one platform.

Process Documentation

Every process is documented continuously, producing the AI flow design briefs used in Stage 3 migration.

What Gets Measured

Root Cause

Why customers contact, what pain points recur

Handle Time

AHT, resolution rate, escalation triggers

CX & NPS Baseline

Minimum threshold AI must meet or exceed

Script Compliance

Mandatory disclosure adherence per process

Call Acoustics

Cross-talk rate, silence, interruptions, pace

Agent Baselines

Quality scores, adherence, NPS contribution

AI Flow Design Data

Specific dialogue patterns, objection types, and successful resolution sequences — the blueprint for each AI agent flow

Pilot Duration

3–6 months per process

Until minimum 500+ calls analysed per process

Scaling

Naturally reduces

Pilot headcount shrinks as AI agents absorb each process

End State

AI-operated centre

Live agents retained for complex escalations only

Own Product

QUA Services — CX Operations & Management ERP

QUA Services is a comprehensive Business Process Management platform purpose-built for BPO and contact centre operations. It manages the entire operational lifecycle in one system — from FTE pricing and project setup through KPI tracking, payroll, FTE invoicing, and collections — with role-based access for every level of the organisation.

QUA

Workforce Planning

Shift Scheduling

Create and manage employee shift schedules. Assign shifts, handle swap requests, and ensure coverage across time zones.

Leave Management

Manage time-off requests, track leave balances, and maintain adequate staffing levels during absences.

Shrinkage Management

Track and reduce shrinkage from breaks, meetings, training, and unplanned absences to optimise workforce utilisation.

FTE Pricing Calculator

Calculate FTE costs per role, apply overhead and margin, and generate accurate client pricing proposals in minutes.

Agent Performance

Performance Analytics

Detailed reports on FCR, AHT, CSAT, and productivity trends. Weekly and monthly KPI summaries with trend indicators per agent.

KPI Scorecard Designer

Build custom KPI templates with weighted metrics. Automatically generate live quality scorecards per agent, team, and project period.

Timesheet Management

Generate accurate timesheets with approval workflows. Track billable hours, active days, and manage overtime per project.

Agent Self-Service Dashboard

Each agent sees their own score, KPI breakdown, shift adherence, and salary summary — promoting individual growth over comparison.

Quality & Monitoring

Attendance Management

Track employee attendance, manage clock-in/out, and identify absence patterns. Red flags highlight agents below 90% adherence automatically.

Quality Assurance & Scoring

Evaluate agent performance with AI-powered quality scoring and compliance tracking. Supervisors review and override — agents can raise disputes.

Customer Satisfaction Tracking

Track CSAT and NPS metrics and connect them directly to agent performance scorecards, scheduling, and coaching decisions.

Workforce Optimisation

Optimise staffing levels, reduce idle time, and improve operational efficiency across all active projects and client accounts.

Compliance & HR

Compliance Reporting

Generate audit-ready reports. Every action is timestamped and logged — full audit trail for financial close and regulatory review.

Payroll & Salary

Automated payroll calculation based on actual days worked. Multi-currency support (TL/£/$) with CFO-locked pay periods.

Overtime Management

Track overtime hours, manage approvals, and ensure accurate payroll adjustments with full management sign-off.

Proposal & Approval Chain

Formalised COO → CFO → CEO approval workflow for all project proposals. Rejection reasons logged for future reference.

Core Platform

Real-Time Dashboards

Live dashboards showing who is working, on what project, and current KPI levels — for every role from agent to C-suite.

Project Management

Track project status, FTE allocation, and labour costs per client. 8-step setup wizard gets new projects live in minutes.

FTE Invoice & Client Billing

Track billable FTE hours by client and project. Generate invoices with Director → CFO approval and full collections tracking.

Role-Based Access

Agent self-service dashboard to system-wide CEO view. Available in English and Turkish. Export reports to CSV and PDF.

Who uses QUA Services?

Ops Manager
Projects, teams, KPIs, performance

CFO / Finance
Invoice approval, payroll, financial reports

Agent
Personal dashboard — scores, schedule, salary

CEO / Founder
System-wide view + final approval authority

🇬🇧 English 🇹🇷 Turkish

Speech & Voice Technology

Advanced Speech Solutions — Proven & Award-Winning

We design and implement advanced speech technology that allows customers to interact naturally with your contact centre — reducing frustration, improving satisfaction, and achieving significant cost advantages. Combined with modern AI voice synthesis, our solutions cover the full spectrum from classic IVR to fully autonomous AI-powered voice agents.

Proven Speech Technology

Our speech technology practice has delivered award-winning implementations across Europe. We specialise in natural-language voice interactions that replace touchtone menus with seamless, spoken dialogue — reducing handle time and improving first-contact resolution.

Call Steering

AI-driven call routing that understands natural speech and directs customers to the right team without touchtone menus.

Automated Speech Recognition (ASR)

High-accuracy speech-to-text in multiple languages. Industry-specific vocabulary tuning for your sector's terminology.

Natural Language Understanding (NLU)

Intent recognition that goes beyond keywords — understanding context, sentiment, and meaning to respond accurately.

Voice Verification (Vocal Password)

Biometric authentication using the customer's own voice — faster, more secure, and more convenient than PIN or password.

AI Voice Agents — ElevenLabs

We integrate ElevenLabs — the most natural-sounding AI voice synthesis available — with Genesys Cloud CX to create autonomous voice agents that handle real conversations, at scale, without human agents. Custom voice models, multi-language support, and low-latency streaming.

Custom Voice Models

Create a branded voice identity for your AI agents — natural, consistent, and recognisably yours.

Agentless Outbound Campaigns

AI-driven outbound calls for reminders, confirmations, and follow-ups — handling objections and capturing responses automatically.

Multilingual & Low-Latency

70+ language support with real-time streaming for natural conversation flow and minimal response delay.

Seamless Human Escalation

When AI confidence drops or the customer requests a human, the call transfers live to Genesys with full conversation context.

Award-Winning Implementations

Stevie Awards

Bronze 2015–16 & Silver 2017

IVR or Web Service Solution

European First

Mobile Voice Assistant

First in Europe

Voice Verification

World's #1 Technology

15M+ voiceprints deployed

IMI Awards

Best Call Centre Tech

+ EFMA Silver Prize 2017

Own Product

Speech & Text Insights — Powered by AnalytiX

Turn every customer interaction into actionable intelligence. AnalytiX uses native AI to automatically transcribe interactions, analyse sentiment and agent empathy, identify key topics, and surface the conversational insight that drives better CX outcomes — across 100% of your conversations, not just a 5% sample.

View Product Page

90%

Speech-to-Text Accuracy

100%

Call Coverage

Industry standard is fewer than 5% of calls manually reviewed. AnalytiX evaluates every single interaction automatically — giving you the full picture, not a sample.

Sentiment Analysis

AI analyses every interaction to determine customer sentiment — positive, negative, or neutral — across all channels. Understand exactly how customers feel and why, at scale.

Topic Spotting & Call Search

Automatically identify emerging topics and interaction categories. Uncover root causes, spot trends, and find any conversation, keyword, or phrase across your entire call history instantly.

Agent Empathy Analysis

Measure agent empathy and communication quality across every interaction. Identify helpful and unhelpful behaviours to enable targeted, data-driven coaching and performance improvement.

Virtual Supervisor & QA Automation

AI prefills QA evaluation forms — supervisors review and adjust rather than start from scratch. Scale quality assurance across 100% of interactions without scaling headcount.

Voice Transcription & Speaker Analysis

Accurately transcribe every customer interaction with 90%+ accuracy. Speaker separation analyses agent and customer speech independently — measuring cross-talk, silence rate, and speaking pace.

Conversational Intelligence

Combine speech and text analytics to get the full picture: competitor mentions, compliance violations, FCR failure patterns, and campaign impact — all from real customer conversations.

Multi-line of business support. Define different analysis rules for each team, department, or product line — all on a single AnalytiX system. Natively integrated with Genesys Cloud CX call recordings. Supports 70+ languages.

CX Platform Expertise

CX Platform — Built on Genesys Cloud CX

Currently specialising in Genesys Cloud CX — additional platform expertise being added.

The World's Leading Cloud Contact Centre Platform

Genesys Cloud CX replaces legacy PBX/CTI systems with a unified cloud platform that handles voice, digital channels, outbound campaigns, quality management, and workforce engagement — all in one place, powered by native AI.

Named a Leader in Gartner Magic Quadrant for CCaaS — 11 consecutive years

8,000+ customers across 100+ countries

Native AI across every channel — no third-party bolt-ons

Average 54 days to customer go-live

What Procat Delivers

→ Infrastructure provisioning — Genesys Cloud CX deployed in your preferred region with full compliance controls

→ Legacy PBX/CTI cutover — phased migration with parallel run to eliminate service disruption

→ IVR & call flow design — Architect flows built from real customer behaviour, not templates

→ Predictive routing — match each customer with the best available agent based on performance data

→ Agent Copilot — real-time AI guidance, knowledge retrieval, and post-call summarisation

→ Digital & outbound channels — web chat, email, social media, and agentless outbound campaigns

→ CRM & system integration — Salesforce, Microsoft Dynamics, and custom APIs connected end-to-end

→ Number porting & telecoms — end-to-end management so the cutover is invisible to customers

Genesys Cloud CX — Key Capabilities We Implement

Cloud CX 3 Licensing Architect IVR & Flows Predictive Routing Agent Copilot Agentless Outbound Web Chat & Email Quality Monitoring Call Recording CDR Reporting Workforce Engagement Number Porting CRM Integration

Technology Partners

Built on Best-in-Class Platforms

Specialists, not generalists. Deep implementation experience with Genesys Cloud CX and ElevenLabs means faster delivery, lower risk, and better outcomes for your organisation.

Genesys Cloud CX

The world's leading cloud contact centre platform. We implement Genesys Cloud CX end-to-end — IVR design, predictive routing, Agent Copilot, agentless campaigns, recording, and full digital channels.

Cloud CX 3Architect FlowsPredictive RoutingAgent CopilotAgentless Campaigns

ElevenLabs Voice AI

The most natural-sounding AI voice synthesis available. We integrate ElevenLabs TTS and STT into Genesys to create AI voice agents that sound human and handle complex conversations at scale.

Custom Voice ModelsTTS StreamingMultilingual STTLow-Latency APIVoice Cloning

About Procat International

High Technology. Experienced Team. End-to-End BPO.

"The initial stage of any project is to understand and analyse the needs of our customers. We propose solutions specific to each customer's needs and always aim to become a valued strategic partner. Our values are Trust, Quality, and Collaboration — and our methodology ensures AI is only deployed where the data proves it will succeed."

Tarkan Ersubaşı — Chairman of the Board, Procat International

Great Place to Work® Certified

Recognised three times for workplace culture excellence — outstanding delivery starts with an outstanding team.

Global Reach

Headquartered in London. Delivery across Europe & beyond. 13+ languages. French and Spanish services coming soon.

Compliance-First

Data governance and regulatory compliance built into every solution from day one — not bolted on as an afterthought.

Get in Touch

Contact Us

info@procatint.com

🇬🇧 London — Office

The Engine Room, 18 The Power Station, London SW11 8BZ

🇬🇧 London — Correspondence

Office 408, Screenworks, 22 Highbury Grove, London N5 2ER

🇹🇷 Istanbul

Flat Ofis, Çağlayan, 34406 Kağıthane/İstanbul, Türkiye

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Trust & Compliance

Our Commitment to Compliance

At Procat, we prioritise data privacy, security, and business continuity to ensure the success of your customer interactions. Compliance is at the core of everything we do — protecting your data and building lasting trust with your clients.

Compliant since 2004 10 active certifications KVKK & GDPR aligned ISO 27001 certified

Data Privacy

We are committed to safeguarding customer data and adhering to the strictest privacy regulations, including KVKK (the Turkish equivalent of GDPR) and ISO-IEC 27701:2021 — implementing robust data governance practices to ensure full transparency and control over your information.

Data Security

We maintain the highest level of information security through internationally recognised standards including ISO/IEC 27001:2013. We employ industry-leading security measures to protect your data from unauthorised access, breaches, and other threats.

Business Continuity

We are prepared for any disruption with a comprehensive Business Continuity Management System (ISO 22301:2012), ensuring uninterrupted service and minimal downtime so you can always deliver exceptional customer experiences.