Wildix Rolls Out Fully Embedded Agentic AI for UCaaS That’s Modular, Codeless, Autonomous

3 June 2025
News INT

Press release

Real-time, codeless automation with shared memory, native privacy controls and proven ROI, now live in 1,000+ environments

Tallinn, Estonia, May 28, 2025 — Wildix, a global Unified Communications as a Service (UCaaS) provider, today 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 organization 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.

According to Gartner, agentic AI will autonomously resolve 80% of customer service issues by 2029, leading to a 30% reduction in operational costs.

Wildix's launch of its agentic AI solution that works across all types of communication channels is very timely. 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.

Oru Mohiuddin

Research Director, IDC

Wildix brings that future forward, with contextual automation, shared memory, and no‑code design that deliver ROI from day one. It reduces overflow, speeds up response and proves its value from the start.

Organizations are under pressure to accelerate service, reduce costs and improve responsiveness. 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.

Dimitri Osler

Co-founder and CIO, Wildix

Core Capabilities That Support Business Outcomes

Wildix AI automates the high-frequency, high-friction tasks that slow teams down — scheduling, call routing, follow‑ups and FAQs, while maintaining full context across every interaction.

Key capabilities include:

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.

Real-world automation, measurable impact

Wildix partners work directly with customers to define metrics before deployment, from first-contact resolution to overflow cost reduction, and configure automation to deliver visible, immediate value.

In the United Kingdom, a growing network of telehealth providers implemented the AI system across more than 40 dental practices to address peak‑hour call volumes. Today, the AI receptionist handles scheduling, reminders and insurance queries, reducing third-party overflow costs and increasing billable appointment time.

This is one of the cleanest ROIs we've ever delivered. It cuts overflow costs, increases billable time and it gives clinics their front desk back.

Stewart Donnor

Global Head of Sales Engineering

In Spain, the Valencian Football Federation uses Wildix AI to absorb seasonal surges in fan inquiries, including ticketing, schedules and match‑day updates. The system handles tens of thousands of contacts during peak events, without requiring year‑round staffing.

We saw the demand was going to grow before it became a problem. With Wildix and the support of our Wildix Leader Network Gold Partner, we’ve created a system that understands our members, responds instantly and gives our staff time to focus on what really matters.

Jaime Mestre

IT Manager, Valencia Football Federation

Scalable AI Architecture for Long-Term Growth

Wildix has spent years building AI features designed for real business use cases, from live call summaries and multilingual support to headset-triggered in‑store alerts and sales coaching. This latest release consolidates those innovations into a single automation layer that can scale without disrupting daily operations or introducing third-party complexity.

Upcoming enhancements include unified scoring to assess both AI and human agent performance, CRM‑driven coaching with real-time next-best-action prompts, native WhatsApp automation with live handoff and expanded language support.

To explore Wildix’s AI‑powered solutions, visit www.wildix.com/ai-solutions.

About Wildix:

Wildix is a global provider of Unified Communications as a Service (UCaaS) solutions, designed to simplify business collaboration and drive measurable performance. With fully integrated telephony, video, messaging, and AI capabilities, Wildix helps organizations connect securely and effectively, whether in‑office, hybrid, or frontline. Its vertical retail platform, x‑hoppers, delivers instant, hands‑free communication to staff on the move, improving customer experience and operational speed.

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