# OptiCall EU Insights

> EU-ready AI contact center: omnichannel operator desk, transparent AI chatbots and voicebots, SIP/PBX telephony, CRM customer card, and call-level compliance analytics. EU-hosted, GDPR-ready. No workforce evaluation or operator scoring in the EU profile.

## What OptiCall EU Insights does

OptiCall combines three surfaces into a single platform:

- **Engage** — Omnichannel operator desk with a single inbox for voice, web chat, Telegram, WhatsApp, Viber, Facebook Messenger, Instagram, and email. ACD routing, blind/supervised transfers, dispositions, and a unified CRM card per customer.
- **Automate** — AI chatbots and voicebots grounded on the customer's knowledge base (RAG), with explicit AI disclosure at conversation start. Handles routine inbound contacts, qualifies leads, runs outbound campaigns, and hands off to a human agent with full conversation context.
- **Analyze** — Call-level compliance and conversation intelligence. Replaces 3% manual sampling with 100% call review coverage. Compliance checklists, transcript search across 42 languages, process analytics, sentiment, intent, and compliance flags. **Not** operator performance scoring, agent leaderboards, or automated workforce risk ranking.

## EU product profile

The EU deployment uses the **EU Insights** profile:

- ON: transcripts, call-level compliance review, process/department analytics, operator chat, voicebot/chat with AI disclosure, AI-assisted draft suggestions
- OFF: Agent Performance, QA Autopilot operator risk, operator ranking, workforce exports, person score KPI
- Intended use: service quality and compliance analytics — **not** hiring, discipline, bonuses, or automated employee evaluation

## Telephony & Channels

Supported channels: Voice (Asterisk / VitalPBX / SIP / WebRTC), Web chat widget, Telegram Bot API, WhatsApp Business Cloud API, Viber Bot API, Facebook Messenger via Graph API, Instagram Messaging, IMAP/SMTP email.

Call-center features: IVR builder, ACD with skill-based routing, queue management, webphone, business-hours rules, PBX admin for Asterisk / VitalPBX, SIP trunk management.

## Pricing model

Volume-based, per analysed minute — not per seat or per agent.
- **Pilot** — €0.09/min, up to 100k minutes/month. Includes operator desk + Analyze (compliance). Voice + 1 messaging channel. EU data residency. Email support, 24h SLA.
- **Scale** — €0.06/min (individual commitment). Engage + Automate + Analyze. All 8 channels. Chatbots, voicebots, outbound campaigns. Real-time AI assist (draft suggestions). SSO/SCIM. Dedicated CSM, 4h SLA.
- **Enterprise** — Custom, annual commit. Single-tenant / dedicated PBX, bring-your-own LLM, custom compliance checklists / IVR & bot flows, procurement/DPA/security review, named SRE, 1h SLA.

## Getting started

1. Book a 20-minute live demo: https://opticall.solutions/#demo
2. 14-day pilot — channel + PBX connection, custom compliance checklists, PII redaction rules, CRM write-back.
3. Scale to full production with a dedicated Customer Success Manager.

Most pilots reach production in 14 days. No agents to install on your telephony.

API & integration docs: https://opticall.solutions/docs/api (REST + webhooks reference)
Developer quick-start: https://opticall.solutions/docs/getting-started

## Integrations

PBX: Asterisk, VitalPBX, 3CX  
SIP/Cloud telephony: Twilio, Vonage, generic SIP trunks  
CRM: Salesforce, HubSpot, Zoho, Bitrix24  
BI / Data warehouse: Looker, PowerBI, Metabase, BigQuery  
Messaging: Telegram, WhatsApp Business, Viber, Messenger, Instagram, Slack  
Auth: SAML 2.0, OIDC, SCIM provisioning  

## Data & compliance

- EU-hosted (Frankfurt / Warsaw), data never crosses regions
- Audio PII stripped before storage; full redaction pipeline
- AES-256 encryption at rest, TLS 1.3 in transit, customer-managed keys available
- Customer-isolated data stores — no cross-tenant commingling
- EU-hosted speech-to-text on infrastructure we control — no third-party STT required
- SOC 2 Type II, GDPR-ready
- EU AI Act alignment: EU Insights profile, AI transparency for bots, no workforce evaluation outputs
- Customer data is never used to train models shared with other customers
- Offboarding: full data export window, verified deletion within 30 days of termination
- Single-tenant and on-prem options available on Enterprise

## Resources

- Blog: https://opticall.org/blog/
- "Your BPO Is Already Using AI. The EU AI Act Is About to Make That Very Real." — practical guide to
  preparing a contact center for an EU AI Act review: deployer vs provider roles, prohibited emotion
  inference, why process analytics beats employee scoring, self-hosted data flow, audit-trail evidence,
  90-day plan. https://opticall.org/blog/eu-ai-act-bpo-contact-center/

## Contact

Website: https://opticall.org  
Email: contact@opticall.solutions  
LinkedIn (company): https://www.linkedin.com/company/opticall-solutions
Author: Valery Vray — https://www.linkedin.com/in/valery-vray-3301%D1%81  

Company: OptiCall is a product of Optixall OÜ (registry code 17591086, Ahtri tn 12, 15551 Tallinn, Estonia, info@opticall.org). Imprint: https://opticall.org/imprint/