hibrid Core sets up your customer experience function - the people, the process, the operations - and runs it end to end. hibrid Products sit on top, automating and optimizing every conversation as you scale.
Not software you configure yourself. We set up the function, devise the processes, hire and align the people, and run it - with every conversation kept in one system of record from day one.
Agents hired and onboarded against SOPs built from how your product actually works - not a generic job description or a template playbook.
SLAs, escalation paths, and resolution logic devised from how your customers actually contact you - not copied from a template and left to rot.
Routing, escalations, coaching, and quality - operated by hibrid so the function is actually working, not just designed and handed off.
Omnichannel inbox, ticketing, contact history, and cohort intelligence - the system of record every product in the platform plugs into, always yours to keep.
Each product plugs directly into hibrid Core's shared record - add what you need, drop what you don't, and your customer history stays intact either way.
AI voice agents that know who's calling and their history before the call is answered - fluent across English and major Indian languages, with analytics running underneath from the first call.
Every voice conversation scored against your own rubric, surfacing escalation risk and coaching themes automatically, instead of sampling and hoping.
Chat, WhatsApp, and email threads scored with the same 100%-coverage model as voice - sentiment shifts, SLA adherence, and multi-message resolution paths, surfaced automatically.
New hires role-play against AI customers built from real conversation patterns - angry, confused, price-sensitive, multilingual - and get instant, evidence-based feedback tied to the same scorecard your analytics use.
Less visible day to day, but doing just as much work - built and proven at 8,000-agent scale before any of it was software.
Not a lab experiment - built running real CX functions under real pressure.
People are hired, SOPs are written from your real conversations, and Core runs the function end to end from day zero.
Voice Bot, Chat Analytics, Training Simulator and the rest automate what Core is already running, as you need them.
Decisions that hold up under real pressure get built into Core's defaults, not left as tribal knowledge in one person's head.
A new company on hibrid Core inherits defaults already sharpened by real operating experience - not a blank product.
The same hibrid Core, configured for how each kind of team actually operates - with products layered on top as needed.
Every call, chat, and transcript running through hibrid is customer data. We treat it that way.
The questions we get most from founders and CX teams evaluating hibrid.
hibrid Core and the products built on it come from two decades of actually running CX at scale - not a spec written from the outside.
This team has done both - several functions built from zero, and one, Swiggy, scaled from 6 people to 8,000 across six simultaneous verticals. That combination is what makes hibrid Core possible, and it's what most companies, at any size, still can't hire on their own.
30 minutes. We'll walk through what day zero could look like for your team, Core and Products both.