Wildix Rolls out Fully Embedded Agentic AI for UCaaS
Wildix combines contextual automation, shared data, and a no-code interface to streamline daily tasks, reduce response times, and help teams handle workloads more effectively.
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Wildix, a Unified Communications as a Service (UCaaS) provider, has announced the launch of the industry’s first fully embedded agentic AI layer for UCaaS, now operational across more than 1,000 customer environments.
Designed to adapt to how each organisation operates, the AI layer automates interactions across voice, chat, SMS, WhatsApp and web, without relying on static scripts or bolted-on bots. The system interprets language, references past exchanges and applies contextual logic to guide each decision.
Modular by design, the system can be tailored to specific workflows, whether it’s routing calls in public services, handling appointments in healthcare or managing surges in retail. Configuration happens through a visual no-code studio, making deployment fast, repeatable and scalable for partners and customers alike.
“Wildix’s launch of its agentic AI solution that works across all types of communication channels is very timely,” said Oru Mohiuddin, Research Director, IDC.
“Businesses are increasingly looking to automate workflows that can help to drive customer satisfaction and efficiency simultaneously. Solutions that can help to achieve this will resonate closely with customer demand.”
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Wildix combines contextual automation, shared data, and a no-code interface to streamline daily tasks, reduce response times, and help teams handle workloads more effectively. From day one, it fits into existing operations, making it easier to show value without adding complexity.
“Organisations are under pressure to accelerate service, reduce costs and improve responsiveness,” said Dimitri Osler, Co-Founder and CIO, Wildix. “This release is designed to meet those expectations immediately. Our AI doesn’t just assist. It executes, adapts and integrates natively into existing workflows with zero disruption.”
Key Capabilities:
- Codeless AI studio to launch expert workflows in minutes
- Multilingual support in 13+ languages, across voice and chat
- Sentiment-aware escalation to route complex or emotional cases to humans
- Native integrations with Salesforce, HubSpot, WhatsApp, and Make.com
- Omnichannel deployment, including browser, mobile, headsets and embeddable widgets
- Persistent memory across agents, channels and sessions
- GDPR-aligned architecture with transcription engines separated from LLMs to protect PII
The system is available across the full Wildix suite, including x-bees for sales-oriented teams, x-hoppers for retail and Collaboration 7 for business operations.
Wildix has developed AI features to address real business needs, such as live call summaries, multilingual support, in-store alerts triggered by headsets, and sales coaching. Its latest update brings these tools together into one automation layer that works at scale without adding complexity or disrupting day-to-day operations.
Upcoming updates will include unified performance scoring for both AI and human agents, CRM-based coaching with real-time prompts, native WhatsApp automation with live handoff, and broader language support.
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