The Platform
One middleware layer. Every contact centre capability.
TorqueShift sits between your existing telephony and CRM without replacing either. Every component is modular, every provider is hot-swappable, and every tenant is fully isolated.
Three products. One unified platform.
Each product is independently powerful. Together, they deliver end-to-end contact centre intelligence from the first ring to the closed CRM record.
AI Engine
Intelligence built into every interaction.
Providers are hot-swappable per tenant — choose OpenAI, Gemini, or your own model endpoint without code changes.
AI Dial Positions (P1–P5)
Five configurable automation levels per queue — from real-time whisper assist to fully autonomous outbound. ASR, NLU, and TTS run as hot-swappable provider slots with circuit-breaker failover.
Intent Detection
Real-time NLU classifies every utterance against your configured intent taxonomy. Confidence scores drive routing decisions, agent prompts, and automated tool execution — all within the same conversation turn.
Knowledge Base Suggestions
Semantic search retrieves relevant articles, scripts, and procedures in under 400 ms and surfaces them to the agent as inline suggestions. Agents accept with a single keystroke; the action is logged for QA.
Sentiment & Emotion Analysis
Continuous sentiment scoring and emotion classification on every utterance. Supervisors see live sentiment heatmaps across all active conversations; escalation triggers fire automatically when thresholds are breached.
Voice Personas & TTS
Configure branded voice personas with provider-agnostic TTS. Per-tenant voice settings control language, accent, speaking rate, and emotion. Switch providers without rerecording a single prompt.
Conversation Analytics
Automated call summaries, topic extraction, and disposition tagging on every completed interaction. Exportable to your data warehouse via BigQuery, Snowflake, Redshift, or Azure Synapse connectors.
Platform capabilities
Channel Orchestration
Voice, live chat, email, SMS, and social channels converge in a single conversation thread. Channels can merge, link, or separate mid-interaction without dropping context.
Tool Execution
Connect any backend via OpenAPI spec. Tools are auto-generated from your spec and executed with agent approval or autonomously. Full audit trail, rollback support, and sandbox testing before production deployment.
Multi-Tenant Architecture
Row-level tenant isolation on every database query. Per-tenant provider selection, language packs, routing rules, and quota limits. Supports white-label deployments with custom domains and brand themes.
Multi-Datacenter & DR
Deploy across AWS, Azure, or GCP regions. Tenant routing by data-residency requirement. Automated failover under 30 seconds. Disaster recovery tests schedulable from the admin panel.
Background Intelligence
Silent pre-call enrichment pulls CRM history, account standing, and open cases before the first word is spoken. Agents start every interaction with full context — no manual lookup required.
Observability & Audit
Structured logs, distributed traces, and metrics exported to your SIEM or monitoring stack. Immutable audit trail for every configuration change, agent action, and AI decision. SOC 2 and GDPR reporting built in.
Built for every role in the contact centre.
TorqueShift adapts its interface and capabilities to the person using it — whether they manage the centre, staff the queues, supervise quality, or administer the platform.
Contact Centre Manager
Strategic oversight with operational precision
Full-spectrum visibility across all queues, channels, agents, and SLA targets. Configure routing rules, set provider preferences, manage workforce schedules, and drill into any interaction — all from one administration console.
Live Operations Dashboard
Real-time queue depths, agent availability, SLA adherence, and channel throughput — refreshed every second without manual page reload.
Routing Rule Engine
Build conditional routing logic with a visual rule editor. Route by intent, language, customer tier, agent skill, or any CRM attribute — without writing code.
Workforce Scheduling
Manage agent shifts, skills, and availability across time zones. Forecast queue load from historical data and align staffing to SLA commitments.
Business Intelligence Reports
Pre-built and custom BI dashboards covering volume, handle time, CSAT, FCR, and agent performance. Schedule automated exports to any warehouse or BI tool.
Provider & Cost Management
Compare AI and telephony provider costs in real time. Set per-tenant spending caps and receive alerts before quota limits are reached.
Contact Centre Agent
Every tool you need, exactly when you need it
The agent workspace surfaces the right information at the right moment — customer history, live AI suggestions, knowledge base results, and CRM actions — so agents can focus entirely on the customer, not on navigating systems.
Unified Conversation View
All channels — voice, chat, email, SMS — in a single timeline. Switch between active interactions without losing state on any channel.
Real-Time AI Assist
Intent-driven knowledge suggestions, next-best-action prompts, and live sentiment indicators arrive inline as the conversation progresses — no tab-switching required.
One-Click CRM Actions
Execute CRM updates, create cases, log notes, and trigger workflows directly from the conversation view. Every action is confirmed before execution and logged to the audit trail.
Automated After-Call Work
AI-generated call summaries, disposition codes, and CRM field updates are pre-populated at call end. Agents review and confirm in seconds — average ACW drops by over 70%.
Personalised Shortcuts & Templates
Agents build their own response template library and keyboard shortcut map. Preferences sync across sessions and devices.
Supervisor
Real-time quality assurance and live floor management
Supervisors monitor all active conversations simultaneously, intervene silently or visibly, and run structured QA scoring without scheduling offline listening sessions. Every alert, score, and coaching note is tied to the exact interaction moment.
Silent Monitor & Barge-In
Join any live call or chat silently to observe, whisper to the agent only, or barge in to join the customer conversation directly — all without interrupting the interaction flow.
Live Sentiment Heatmap
Visual grid of all active interactions colour-coded by sentiment score. Instantly identify distressed customers or struggling agents and prioritise where to intervene.
Structured QA Scorecards
Attach QA scores and coaching notes directly to the interaction transcript. Scores feed the performance analytics module and are visible to the agent in their development dashboard.
Escalation & Callback Management
Accept escalated interactions from agents with full context intact. Schedule and track customer callbacks with SLA-driven priority ordering.
Team Performance Analytics
Aggregate and individual performance metrics by period, channel, and queue. Compare agents against team benchmarks and identify coaching opportunities automatically.
IT Administrator
Full platform control without professional services
Every integration, provider, security policy, and compliance setting is configurable from the admin console without opening a support ticket. Role-based access control, SSO federation, and audit logging are included at every tier.
Integration Management
Connect CRM, telephony, and data warehouse endpoints from a unified connector library. Test connections live, version-control configurations, and roll back in a single click.
Security & Compliance Configuration
Configure AES-256 field encryption, GDPR erasure workflows, HIPAA field masking, and session timeout policies from the admin panel — no infrastructure access required.
SSO & Identity Federation
SAML 2.0 and OIDC federation with your existing IdP. Automatic role and permission mapping from directory group membership. Just-in-time provisioning for new users.
Health Monitoring & Alerting
Real-time health status for all provider integrations, API endpoints, and background services. Configure alert thresholds and notification channels per component.
Backup, DR & Audit Exports
Schedule automated backups, test DR failover from the UI, and export immutable audit logs to your SIEM or compliance archival system on a configurable schedule.
Regional deployment
TorqueShift is deployed in dedicated regional clusters. Each region maintains data residency, local compliance certifications, and sovereign routing so customer data never leaves its designated boundary.
Israel
Primary datacenter — Tel Aviv. Compliant with Israeli Privacy Protection Law and GDPR-equivalent standards.
- Data residency enforced within Israeli borders
- Hebrew and Arabic language support with RTL rendering
- IBC disclosure engine pre-configured for Israeli regulatory requirements
- Dedicated support team with Hebrew-speaking engineers
- Sub-30 ms latency to major Israeli telephony carriers
Europe
Primary datacenter — Frankfurt. GDPR-compliant with EU data residency guarantees.
- EU data residency enforced — no transatlantic data transfer
- Right-to-erasure workflows compliant with GDPR Article 17
- Supports 24 EU official languages for voice and messaging
- Data Processing Agreements available for all EU enterprise customers
- Redundant nodes in Amsterdam and Warsaw for high availability
North America
Primary datacenter — Virginia. SOC 2, HIPAA, and PCI DSS compliant for US enterprise and healthcare customers.
- HIPAA Business Associate Agreements available for healthcare customers
- PCI DSS scoping tools for contact centres handling card data
- US telephony carrier integrations including Twilio, Bandwidth, and Vonage
- Redundant nodes in Oregon and Chicago for cross-region failover
- FedRAMP readiness roadmap available for government customers