AI-powered Omnichannel Interaction Intelligence
Turn every customer interaction into operational intelligence.
Hesanor unifies voice, email, chat, messaging, WhatsApp, SMS, social, tickets and back-office interactions with telecom and business evidence so teams can understand what happened, why it happened, who was affected and what should happen next.
From every channel to evidence. From evidence to action.
- Voice + Digital Channels
- Evidence-first AI
- Canonical Interaction Data
- Governed Actions
Hesanor command center
Omnichannel Intelligence
From the network to the business
Interaction signals
Operational evidence
AI investigation
Governed action
Track channel, customer, outcome and journey signals with telecom performance where available.
Compare periods, channels, customers, routes, outcomes and interaction patterns with shared context.
Use evidence-backed recommendations before escalating, rerouting or opening tickets.
The problem
Customer operations span channels. Most tools still fragment the evidence.
Voice records, chats, emails, tickets, messaging threads, operational events and customer outcomes usually live in separate systems. Hesanor creates a shared interaction foundation while retaining its specialized telecom evidence for faster investigation and better decisions.
Interaction context is split by channel
Teams lose time reconciling CCaaS exports, tickets, chats, emails and operational systems.
Customer journeys lose continuity
Participants, messages, handoffs, outcomes and business context are rarely analyzed together.
Voice and digital evidence stay disconnected
Conversation tools often miss the route, carrier, MOS, capacity and failure context behind voice interactions.
Business and technical teams see different evidence
Without one trusted layer, root cause discussions stay slow, reactive and fragmented.
Manual RCA takes too long
Root cause analysis often depends on specialists stitching together data by hand.
Generic AI ignores the telecom layer
Conversation-only tools do not explain route, carrier, MOS or setup-time behavior.
Platform pillars
One intelligence layer across interactions, operations and telecom.
Hesanor is an evidence-first Omnichannel Interaction Intelligence platform, not a generic dashboard, chatbot or CCaaS replacement. VoiceOps remains a deep, differentiated capability.
Omnichannel data foundation
Normalize voice, email, chat, messaging, WhatsApp, SMS, social, ticket, survey, meeting and back-office interactions.
Interaction and journey context
Preserve participants, messages, events, attachments, outcomes and business context in one canonical model.
VoiceOps and telecom intelligence
Investigate CDRs, ASR, MOS, routes, carriers, occupancy and failure causes with operational evidence.
Evidence-first AI Agent
Ask operational questions and receive guided answers with data scope, baseline, limitations and next actions.
Conversation intelligence
When transcripts or recordings are available, connect interaction content to telecom evidence and QA context.
Governed ingestion and action
Use API, CSV or JSONL ingestion, validate batches, protect tenant scope, redact PII and prepare human-approved actions.
Product proof
Real product views across workspace, investigation and data operations.
Hesanor already includes structured workspaces, shared context and operational data flows that support real investigations instead of static marketing concepts.
Command center
A single command center for operational health, risk and priority.
Hesanor connects telecom and interaction signals in one operational picture so teams can decide where to investigate first and how to explain the impact with confidence.
From signal to severity
Spot the routes, carriers, customers and sources driving operational exposure.
From baseline to anomaly
Compare hour versus hour or day versus day to separate noise from true incidents.
From evidence to recommendation
Convert investigation outcomes into executive summaries, alerts and governed follow-up actions.
- ASR, MOS, failure rate, occupancy and voice quality in one board
- Top impacted customers, carriers, routes, sources and failure causes
- Customer and business context attached to operational evidence
- Prepared for NOC integrations and external observability signals
Root cause analysis
Diagnose what changed and why.
Hesanor supports operational investigation with call evidence, route performance, carrier behavior, hangup causes, occupancy signals and quality indicators connected in one decision flow.
Why did ASR drop today?
Compare baseline, isolate impacted routes or carriers and surface the failure causes that changed most.
Which route drove the failure spike?
Cross-reference route, customer, source and period to expose the highest-severity outliers.
Is MOS degradation tied to a carrier or customer?
Connect voice quality with route behavior, source patterns and customer exposure.
Are we facing capacity pressure?
Monitor occupancy, concurrency peaks and demand pressure before service quality is affected.
Which customer is most impacted?
Prioritize commercial and operational follow-up using evidence from failures, quality and traffic exposure.
Which cause should be escalated first?
Rank affected entities by severity, business reach and confidence level in the diagnosis.
Comparative and guided investigation
Compare periods, isolate impact and guide the next operational step.
Hesanor already supports comparative analysis, evidence panels and root cause playbooks so teams can move from a symptom to a prioritized explanation with less manual back-and-forth.
Comparative analysis
Contrast period A versus B by route, carrier, customer, source, status or hour to expose the real delta.
Impact ranking
Surface which route, carrier or customer contributed most to ASR, MOS, failure or traffic change.
Root cause playbooks
Guide the operator through likely hypotheses, supporting evidence, next tests and recommended follow-up.
Evidence-first AI Agent
AI that explains the operation with evidence.
Executive summary
ASR dropped mainly on two outbound routes after a failure-rate increase above baseline.
Evidence
ASR, MOS, failure causes, affected customers, compared period and route deltas.
Likely root cause
Carrier instability combined with increased setup time and degraded quality on the same path.
Recommended actions
Open a governed escalation, save the filter set and notify the impacted operations owners.
Confidence and limitations
Report what was analyzed, what was excluded and where additional evidence is still required.
Operational copilot
Answers grounded in operational evidence, not generic assumptions.
Hesanor's AI Agent analyzes the available operational dataset, keeps filters and time scope explicit, compares against baseline, highlights affected entities and returns recommendations with declared limitations.
Evidence in every answer
Show the route, carrier, customer, source, period and metrics behind the conclusion.
Prepared for action
Recommend alerts, summaries, tickets or saved filters without promising uncontrolled automation.
Shared language for operations
Give technical and leadership teams one version of the truth when incidents require escalation.
Route and carrier intelligence
Know which route or carrier deserves attention first.
Hesanor helps teams prioritize operational effort with comparative scorecards, baseline variation, severity signals and business impact context.
Operational score
Evaluate route and carrier performance using ASR, MOS, failures, PDD, ACD and stability trends.
Impact prioritization
Focus on the entities driving the highest customer or tenant exposure instead of raw volume alone.
Baseline variation
Compare current behavior against expected patterns to detect material changes faster.
Top hangup cause
Surface the leading cause, severity and operational context behind each route or carrier issue.
Customer and source view
See which customers, origins or tenants are most affected by each route or carrier condition.
From ranking to action
Turn scorecards into governed escalations, saved investigations, technical summaries and follow-up tasks.
Why Hesanor
Built where generic Contact Center AI usually stops: the telecom layer.
Hesanor does not look only at transcripts, summaries or dashboards. It connects telecom behavior, operational metrics and business context in a single evidence-first intelligence layer.
Traditional dashboards
- Show what happened
- Depend on manual investigation
- Separate technical and business views
- Stay mostly descriptive
Generic Contact Center AI
- Focuses on agents and conversations
- Often misses route, carrier, MOS and PDD context
- Explains interactions but not always network behavior
- Does not prioritize telecom entities with business impact
Hesanor
- Connects CDRs, MOS, routes, carriers, occupancy and business context
- Supports root cause analysis with operational evidence
- Brings conversation intelligence into telecom-led investigation
- Moves from investigation to governed operational action
Conversation intelligence
Understand not only if the call worked, but what happened inside it.
Conversation Intelligence in Hesanor is not just a roadmap statement. It already supports structured ingestion and analysis paths, while deeper automation remains controlled by environment readiness and rollout decisions.
Available now in enabled environments
Manual transcript or audio upload, transcription profiles, usage tracking and redacted transcript search.
Operationally useful
Support summaries, sentiment, intent, entities and QA-oriented review with telecom context attached.
Controlled automation path
Transcription automation, broader semantic search and deeper Auto QA expand according to deployment readiness.
Available now
Transcript and audio upload, transcription profiles, queue visibility, usage accounting, redacted search and conversation-level AI enrichments
Available when enabled
Conversation workspace rollout, automation rules, AI answers with conversation context and environment-specific model orchestration
Expanding next
Semantic search expansion, stronger Auto QA flows, transcription automation and richer quality scorecards
Privacy and governance
PII or LGPD-aware redaction, tenant isolation, usage controls and evidence-backed conversation context remain central
Omnichannel data operations and trust
One canonical foundation for every interaction channel.
Available now, Hesanor receives ticket, chat, email, messaging, back-office text and voice transcripts through API, CSV or JSONL. It normalizes them into a governed interaction model while preserving raw batches for lineage and replay.
Canonical interaction model
Connect channel, participants, messages, events, attachment metadata, outcomes and business context.
Scoped, idempotent ingestion
Prevent duplicates and preserve tenant, customer and source isolation with auditable ingestion receipts.
Quality and privacy by design
Preview required fields before load and create deterministic, locally redacted copies of sensitive message content.
Assisted actions and governance
The AI recommends. The operation approves.
Hesanor can suggest filters, alerts, reports and tickets, but keeps human approval, auditability and tenant-level governance at the center.
Available now
- Action proposals, pending approvals and report-generation workflows
- Audit trail for approved, rejected or pending assisted actions
- AI-supported summaries and evidence packaging for technical and executive follow-up
- Root cause playbooks aligned with next recommended actions
Integration-ready
- Prepared downstream targets for Slack, email, webhook, ITSM and CRM workflows
- Built to coordinate escalation and communication without uncontrolled execution
- Supports external observability and NOC follow-up context
- Designed for human-approved operational routing and escalation decisions
Governed by design
- Tenant-aware permissions, HTTPS, controlled credentials and audited AI-assisted outputs
- NOC monitoring is available for infrastructure and service health without exposing CDR or PII over SNMP
- Human approval remains central before critical follow-up actions are sent or executed
- Future assisted actions continue as controlled automation, not autonomous operations
Use cases by audience
Built for the teams that run critical customer interaction environments.
Telecom operations
What they see: ASR, MOS, failures, occupancy and route behavior in one command view.
What they investigate: The real source of quality or delivery issues across carriers and routes.
What they do: Prioritize escalations, summaries and route decisions based on evidence.
Contact Center supervisors
What they see: Customer-impact signals tied to telecom events and conversation context.
What they investigate: Quality complaints, affected interactions and operational exposure.
What they do: Coordinate follow-up with technical and service teams using one evidence layer.
NOC teams
What they see: Active anomalies, health indicators and service-risk concentration.
What they investigate: Whether incidents are tied to platform behavior, route instability or demand pressure.
What they do: Escalate faster with technical context, confidence level and operational traceability.
Voice engineering
What they see: Carrier, route, PDD, hangup cause and quality behavior with historical comparison.
What they investigate: Technical patterns that explain deterioration or instability.
What they do: Support routing decisions, troubleshoot failures and document RCA outcomes.
BPO and outsourcing providers
What they see: Multi-tenant operational performance across customers and business lines.
What they investigate: Which tenant, carrier or route is creating service exposure first.
What they do: Deliver clearer client communication and faster response with evidence-backed summaries.
Executives
What they see: Trusted executive summaries of operational health, quality and exposure.
What they investigate: Which risks have business impact and where action must be prioritized.
What they do: Make faster decisions with one story spanning the network and the business.
Interaction Intelligence resources
Practical guidance for omnichannel, Contact Center and Telecom operations.
Explore focused guides that connect operational questions with the signals, workflows and evidence Hesanor brings together.
Platform guide
What is Omnichannel Interaction Intelligence?
Connect customer interactions, operational context and telecom evidence in one intelligence layer.
Read the guide New productHesanor Aura virtual voice agent
Run governed outbound Collections, TeleSales and Confirmation campaigns with versioned agents and auditable controls.
Explore Hesanor Aura Investigation guideAI root cause analysis for telecom
Move from an anomaly to affected entities, supporting evidence and prioritized next steps.
Read the guide Analytics guideCDR and MOS analytics
Correlate call records, voice quality, routes, carriers and customer impact.
Read the guide Contact Center guideOmnichannel Contact Center analytics
Connect voice and digital interactions with customer journeys, operational evidence and telecom performance.
Read the guideWho we are
A new platform built on more than 30 years of operational and customer experience leadership.
Hesanor is a new solution grounded in decades of experience across customer operations, telecom, customer relationship environments and CX technology leadership.
Operational DNA
Built around real investigation pressure, quality exposure, route behavior and carrier troubleshooting.
Evidence-first product thinking
Structured as a durable investigation layer instead of a generic reporting overlay.
Enterprise direction
Designed for carriers, BPOs, enterprise voice environments and critical Contact Center operations.
Experience base
More than 30 years across telecom, operations, customer relationship and CX environments
Current platform
AI-powered operational investigation for root cause, prioritization and evidence-based decisions
Expanding capability
Voice quality intelligence, route and carrier scorecards, conversation context and governed assisted actions
Product vision
Connect every interaction channel, telecom performance and approved operational action in one intelligence platform
Final CTA
Move from omnichannel interaction data to operational action.
Talk to the Hesanor team and see how evidence-first Omnichannel Interaction Intelligence can help your operation connect channels, diagnose faster, reduce risk and act with confidence.
contact@hesanor.com