The suite
Unified KenetiCX is the CCaaS — the queues, the desktop, the softphone, the operation. Alloy HX is the engine that routes, remembers, drafts, and writes why. Glass-box explanations are one discipline of that engine, not the whole story.
KenetiCX
Named queues on voice, chat, SMS, WhatsApp, and email. Queue schedules evaluated in their configured time zone during inbound routing, with explained after-hours redirection to an eligible open queue or closed-queue handling. A wallboard with waiting depth.
Assigned inbox, screen-pop on assignment, Co-Agent drafts that never send themselves, and a browser softphone — Answer, Decline, mute, hang up, click-to-call. Cold transfer to another live same-channel queue, with a note. Presence goes busy for the length of a call and comes back on its own.
Six logins, six jobs: platform admin, business admin, agent, supervisor, backoffice, quality. Invite staff from the roster. Assign an agent to a supervisor.
One customer record across email, phone, and chat handles. Paste the widget snippet on your site. Bounce flags on identities. Chat, voice, SMS, and email on the same pipeline.
Trace with routing reasons and language. Live call monitoring, recordings, and transcripts. Agent performance. Supervisor wallboard. Quality reviews interactions; backoffice sees CDRs.
Brand, knowledge base, API keys, usage estimates, Stripe seats, tenant suspend. SQL console for the people who need it.
Alloy HX
Approved answers the assistant is allowed to use. A topic can be tagged to a tenant queue so the next match lands there.
Stay, escalate, or assign — onto a real queue, not a hardcoded label, with structured reason codes on every decision. AI-drafted queue setup a human approves. Optional enhanced suggestions, with a 30-day backtest, once a workspace has real history and opts in.
Every routing change — human edit, AI draft, approved suggestion — snapshots what came before. Restore is whole-config, and that restore is itself a version. It is the safety net autonomous mode stands on.
The same person across channels. Sentiment and urgency scored the moment a message lands, on redacted text.
Drafts and warnings on escalated threads. Compliance flags, a governance report, and a plain-English reason next to every decision — glass-box is how Alloy HX works, not a separate product.