About Us

Incoplax is a young and innovative player in the CX solutions market — backed by more than 25 years of hands-on experience in communication software development.

We witnessed the era of computer telephony boards, fax messaging, flourishing and fading of H.323. We lived through the transition to omnichannel communications and closely followed the evolution of the industry’s largest vendors — both as engineers and as end users. And we saw first-hand the enormous costs companies face when integrating heterogeneous products or trying to scale them.

When creating Incoplax, we built the platform on a true microservices architecture, designed from day one for high availability, resilience, and effortless scaling.
Unlike classic legacy solutions, we offer flexibility, modern technology, and rapid deployment. And unlike many cloud-only platforms, Incoplax can be deployed in any cloud or fully on-premises, meeting even the strictest information-security requirements.

The result is a significantly lower total cost of ownership — with functionality that confidently competes with market leaders.
Across the industry, user feedback about legacy CX products is surprisingly consistent:
“Well-known enterprise platforms are technologically outdated and slow to adopt modern services, while their cloud versions fail to meet our information-security needs. At the same time, both options are extremely expensive.”

We took this problem seriously. Incoplax relies exclusively on open and license-free components such as Linux, Docker, PostgreSQL, Kafka, Erlang, and Node.js. All user applications run in any modern web browser. No closed technologies. No third-party licensing fees.

AI is being discussed everywhere — often with the assumption that agents should be fully replaced by voice or text robots. We take a different view. We believe AI should empower people, not replace them. As one speaker at a recent contact-center summit in Lisbon said: “Before you let AI talk to your customers, make sure it has already learned to listen to them.”

There are many high-value AI use cases that don’t involve imitating human conversation — and that deliver real benefits without disappointing customers or creating risk for companies. Incoplax already supports clear and practical scenarios such as:

• Intelligent call routing and smart assistants
• AI-driven quality monitoring
• Real-time prompts for agents
• Text-analysis tools
• Supervisor and administrator copilots

In other words, everything users have grown accustomed to with today’s top GPT-based services — already integrated into the platform with concrete, easy-to-use applications.

We follow three simple principles:

1. Not every issue can be solved without a human agent.
2. Customers do not always want to speak with a robot — and disguising it as a human often leads to frustration.
3. Modern technologies should benefit everyone involved: the customer, the company, and the agent.

This philosophy led us to a new approach to voice automation. The assistant joins the conversation while the caller is waiting in queue and transparently introduces itself:
“You are currently in the queue. Expected wait time is five minutes. I’m an intelligent assistant. If you’d like, you can tell me about your issue — I will try to help you, or I will pass the information to the next available agent so they can resolve your request faster and more efficiently.”

If the customer has a simple request, the assistant resolves it immediately. If the case requires a human agent — for example, reporting an insurance claim — the assistant collects the information in free form, structures it, and provides it to the agent as a pre-filled case card (for inbound or callback scenarios).
The impact is clear: customers feel supported during wait time, agents save significant effort on manual data entry, and companies reduce communication and operational costs.

It’s the same principle we see in real life — like a helpful employee at a banking office who guides customers to the right service point or helps start their request before they see a specialist.