Omind Call Center AI Software

Omind's story starts with its parent. Fusion CX is a customer experience outsourcer that has run contact centers since 2004 and says it now has about 20,000 employees in 41 delivery locations across 12 countries and 28 languages. Omind Technologies is the product company it set up to turn its own internal tools into software, and it is headquartered in Kolkata, with teams in Atlanta, Utah, Casablanca, Bangalore, and Cebu. Pankaj Dhanuka is managing director and chief executive.

The company says each product began as a fix for a problem on Fusion CX's own floors. AIQMS came from QA teams that could only review about 2 percent of calls; it now audits every voice and non-voice interaction, checks compliance, allocates reviews, and flags coaching moments. Accent Harmonizer came from offshore teams serving US customers; it adjusts accents on live calls in under 200 milliseconds while keeping the agent's voice, and adds noise cancellation. Omind's case studies credit it with shorter handle times and better conversion for lenders, health plans, and BPO sales programs.

Voice AI and Chat AI were built for the requests that do not need a person. The voice agent supports more than 15 languages with interruption handling, and the chat product offers a unified inbox across WhatsApp, web, email, SMS, and social, with generative answers grounded in a knowledge base. Arya, the newest piece, is an AI engine that plays five roles across an operation: quality auditor, coach, live co-pilot, product feedback lens, and digital cockpit.

Omind says it serves more than 120 enterprise clients in banking, insurance, healthcare, retail, travel, and telecom, plus Fusion CX brands including Ameridial, RCC BPO, Sequential, SupportSave, ServeRetail, Skycom, Boomsourcing, and Scribeology. It also runs data annotation and robotics training data businesses under separate brands.

1. AIQMS automated quality management across 100% of voice and non-voice interactions

2. Compliance monitoring, call auditing, randomized review allocation, and agent coaching

3. Accent Harmonizer for real-time accent adjustment on live calls with sub-200 ms latency

4. Omni-directional noise cancellation for agents in any environment

5. Voice AI agents with natural dialogue, interruption handling, and 15+ languages

6. Chat AI with a unified inbox across WhatsApp, web, email, SMS, and social

7. Generative answers grounded in a company knowledge base, with built-in ticketing

8. Arya AI engine acting as quality auditor, coach, co-pilot, product lens, and digital cockpit

9. SOC 2, HIPAA, PCI, and GDPR controls with regional data residency

Omind does not publish list prices for AIQMS, Accent Harmonizer, Voice AI, Chat AI, or Arya. Pricing is set after a demo with its sales team, and the company offers a free trial for its social listening tool.

Fusion CX; Ameridial; RCC BPO; SupportSave; ServeRetail; Skycom; Boomsourcing; Scribeology; CCI Global; Fenesta; K12; Reliance; Oberoi Realty; Cashify