RISE is a next-generation, AI-powered contact center platform built on Microsoft Azure, designed to help organizations modernize citizen and customer engagement across every channel—voice, video, IVR, live chat, web, in-app, and social media—all within a single, unified interface. Whether you’re in government, banking, healthcare, or retail, RISE transforms frontline operations with Azure AI, workflow automation, and real-time intelligence to deliver seamless, personalized service at scale.

Key Capabilities

✅ Gen AI-Powered IVR (Conversational IVR)

Revolutionize call handling by replacing static menus with natural language understanding powered by Azure OpenAI. Let customers speak freely, ask questions, and get real-time resolutions—no button presses required.

✅ Omni-channel Engagement

Connect with customers across all preferred channels—phone, live video, chat, email, web, and platforms like WhatsApp, Facebook, Instagram, and X (Twitter)—with full context and continuity.

✅ Azure AI & Microsoft Copilot Integration

Boost efficiency and speed with automated responses, real-time suggestions, conversation summaries, and agent assist tools, powered by Azure OpenAI and Copilot.

✅ Unified Agent Desktop

Equip agents with a consolidated view of all customer interactions, history, and knowledge base, integrated with Dynamics 365 Customer Service.

✅ Secure Voice & Video Helpdesk

Launch on-demand voice and video sessions within the platform for quick resolution of complex or sensitive issues.

✅ Real-Time Analytics & Unified Intelligence

Monitor sentiment, channel utilization, and service performance via embedded Power BI dashboards and AI-driven reporting—all in real time.

✅ Low-Code Workflow Automation & Extensibility

Accelerate innovation with Power Platform and Dataverse, enabling teams to design custom workflows, automations, and escalations without deep coding.

✅ Enterprise-Grade Security & Compliance

Built on Microsoft Azure and compliant with global standards including GDPR, HIPAA, ISO, and FedRAMP, ensuring secure and compliant operations across sectors.

Responsible AI by Design

RISE is built with a commitment to Responsible AI principles, ensuring that all AI-powered capabilities—such as conversational IVR, summarization, and agent assist—are:

• Transparent, with clear audit trails and explainability
• Secure, protecting user data with strict privacy safeguards
• Ethical, avoiding bias in AI models through continuous evaluation and tuning
• Accountable, with human-in-the-loop oversight in critical decision-making workflows

These standards are aligned with Microsoft’s Responsible AI Framework and are enforced through governance tools embedded in the RISE architecture.

Industry Use Cases

Government & Justice: Enable virtual hearings, citizen inquiry services, and legal aid support with AI-powered scheduling and multilingual assistance.

Healthcare: Support patient appointment scheduling, telehealth consultations, and insurance processing with real-time routing and verification.

Banking & Financial Services: Automate customer onboarding, loan inquiries, and KYC compliance with secure voice/video interactions and dynamic AI guidance.

Retail & eCommerce: Enhance customer support for orders, returns, and promotions through unified engagement and proactive notifications.