September 08, 2025
IntelePeer and Waterfield Bring AI-Powered CX to Enterprises Without Disruption
IntelePeer has entered into a strategic partnership with Waterfield Tech to enable enterprises to modernise customer engagement more quickly and with less risk, regardless of whether their contact centres run on-premises, in the cloud, or in hybrid environments.
By combining IntelePeer’s agentic AI platform with Waterfield Tech’s decades of CX expertise, organisations gain a clear path to automation that delivers measurable business value. Early results demonstrate more than 40% deflection of repetitive customer calls, double-digit revenue growth from proactive outreach, and deployment cycles measured in weeks rather than quarters.
“By fusing Waterfield Tech’s deep CX engineering expertise with IntelePeer’s agent‑centric AI, we’re giving enterprises a fast track to measurable outcomes: more than 40 per cent deflection of repetitive calls, double‑digit revenue lift from proactive outreach, and rollouts that take weeks – not quarters,” said Evan Jones, Chief Customer Officer at Waterfield Tech. “This is progress without disruption. Customers keep the platforms they trust while gaining the next generation of intelligent automation.”
Unified Agentic AI
IntelePeer’s conversational platform integrates seamlessly across both digital and voice channels, delivering natural, human-like interactions that lower handle times and improve satisfaction. With pre-built connectors and low-code design tools, enterprises can layer automation onto Avaya, Genesys, Cisco, and other leading platforms, no “rip and replace” required.
In addition, joint accelerators and implementation frameworks enable 30-day deployments tied directly to performance metrics such as call deflection, conversion, and NPS.
Frank Fawzi, CEO of IntelePeer, added, “Waterfield Tech has spent decades optimising complex contact centres. Pairing that expertise with our AI platform, which already processes over 1 billion automated interactions a year, lets enterprises adopt powerful automation at their own pace while maximising existing investments.”
Solution Snapshots
- SmartAgent: Automates routine healthcare tasks such as scheduling, payments, and FAQs—reducing front-office costs while boosting self-service adoption.
- SmartOffice: Extends automation across multi-site organisations to resolve repetitive requests end-to-end, freeing staff to focus on high-value interactions.
With this alliance, IntelePeer and Waterfield Tech are giving enterprises a faster, more flexible way to embrace AI-powered customer experiences—delivering business results without disrupting trusted platforms or processes.
