CallTower, SESTEK partner on conversational AI
LONDON, UNITED KINGDOM — CallTower has partnered with conversational AI provider SESTEK to expand its customer experience portfolio with a modular suite covering speech analytics, biometrics, and real-time translation.
According to a press release, this integrates directly into customers’ existing CCaaS environments to enable automated interactions and multilingual support without requiring platform replacement.
Practical AI built for existing enterprise environments
The partnership gives CallTower’s 700-plus enterprise clients across 20 countries access to a plug-in AI automation layer that complements, rather than displaces, existing CCaaS infrastructure — enabling automated customer interactions, real-time agent support, and multilingual engagement across voice and digital channels.
CallTower’s contact center practice serves banking, insurance, telecom, retail, and BPO sectors — with the SESTEK integration giving the company a differentiated CCaaS offering at a time when enterprises increasingly prioritize AI tools that work with existing systems over expensive platform migrations.
“Enterprises are looking for practical AI that improves customer experience without forcing them to start over,” said Joe Bigio, Senior Vice President of CCaaS, CX, and AI Solutions at CallTower.
SESTEK’s AI vision combines automation and human expertise
SESTEK’s technology operates as a continuous improvement loop, combining automation, human agent support, and conversational intelligence to deliver better outcomes across customer interactions — its multilingual capabilities addressing growing demand from global enterprises, including outsourcing-intensive markets across Asia, Europe, the Middle East, and Africa.
By embedding AI into existing workflows rather than requiring platform replacements, the partnership directly targets a key adoption barrier in global contact centers — a barrier contact center industry analysts have identified as the primary constraint on enterprise AI adoption in CX outsourcing.
“At SESTEK, we believe the future of customer experience isn’t defined by a single AI capability, it’s created when automation, human expertise, and conversational intelligence continuously improve one another,” said Yalim Eristiren, Managing Director, North America at SESTEK.
The CX outsourcing sector has seen sustained investment in AI-enabled contact center tools as BPO providers and their enterprise clients seek to automate routine interactions while preserving human expertise for complex, high-value engagements.
CallTower’s integration of SESTEK’s analytics and biometric capabilities deepens its CCaaS practice as outsourcers compete to deliver AI differentiation — and for organizations running multilingual contact center operations across emerging markets, this model lowers the barrier to deploying conversational AI at scale.
