Contact Center AI, Overlay Path
AI on the contact center you already run
Key Takeaways
Laivly's Sidd platform layers real time agent assist, automated case notes, self service containment, and workflow automation over the contact center a floor already runs, with no rip and replace of the core platform. ObsidianX evaluates it against your requirements alongside competing platforms so you can choose on fit, not on a single vendor's deck.
Most contact centers are leaving efficiency on the table, not because the team is short on ideas but because the platform underneath them will not move. Entrenched CCaaS contracts, custom desktops, telephony nobody wants to touch. Sidd starts where you are: a desktop overlay that assists agents, writes the notes, contains routine contacts, and automates the follow up work, on the stack you already run.
Proof
Brands running Sidd today
These are Laivly customers running Sidd in production. They are not ObsidianX clients, and we do not borrow their results. We show them because the platform holds up on large, demanding floors.
One platform, four jobs
Sidd is one platform on one shared knowledge base. Each module reads from the same source of truth, so what you teach the system once works everywhere it operates.
Sidd Duo
Real time agent assist
Live guidance while the conversation is happening, Ask Sidd answers pulled from the knowledge base, automated case notes when the interaction ends, and AutoQA across interactions instead of the small sample a QA team can reach.
Sidd Intercept
Self service and containment
Voice and chat self service that resolves what it can and escalates what it cannot, handing the agent the transcript and intent so the customer never repeats the story.
Sidd Solo
Workflow automation
Multi step automation across the systems you already use. Deterministic once configured, so the same input produces the same result every time, and many use cases can start without a heavy API program.
Sidd Insights and Studio
Visibility and control
Unified insights, sentiment, and silent insight flags across every interaction, plus Studio, the no code control layer where your operations team makes changes without an engineering ticket.
Why the overlay path wins
Not every floor should migrate, and the ones that should rarely can this year. Three situations where starting over the existing stack is the stronger move.
The platform will not move
An entrenched CCaaS contract, a homegrown desktop, or a telephony estate nobody wants to touch. Sidd runs over the agent desktop, so the core platform stays exactly where it is.
Custom environments fit
Floors running custom or heavily modified systems rarely fit a standard migration path. A desktop overlay meets the environment as it is instead of demanding the environment change first.
Rip and replace has a real cost
A platform migration spends a year of political capital, retraining, and risk before the first efficiency gain shows up. The typical Sidd path inverts that: a focused Duo start reaches first value in weeks, then expands into Intercept and Solo once the knowledge base has proven itself.
Commercial Fit
Most floors start with Sidd Duo, then expand into containment and automation on the same platform and knowledge base. Packaging follows agent seats, usage, and term, and is quoted to your volumes rather than published as a rate card here. Setup and onboarding are scoped as part of a real production start.
If the honest answer is that your floor needs a platform change instead, that evaluation lives in our CCaaS consulting practice, and this page sits inside our wider AI and automation practice.
How ObsidianX runs it
Laivly is a strong option we evaluate and shortlist, not a quota. The process is the same one behind every ObsidianX engagement: requirements first, then competition.
- 01
Requirements first
We document what your floor actually needs: volumes, systems, compliance boundaries, and where the handle time really goes, before any vendor demo.
- 02
Shortlist and demos
Laivly competes alongside the other platforms on our CX and AI shortlist. We arrange demos with senior engineers from every platform we benchmark, run against your requirements and your call flows, not a vendor's scripted showcase.
- 03
Platforms compete
We negotiate from the client side of the table. We are paid the same no matter which supplier you choose, and the findings belong to you either way.
- 04
Prove it in production
Your chosen platform goes live with a focused start, measured against the baseline we documented, then expands on evidence rather than on a roadmap slide.
The full CX and AI shortlist Laivly competes on sits openly on our provider portfolio, with fit framing instead of rankings.
For MSPs and Channel Partners
Offer this under your own brand
If your clients run contact centers, you can put this capability in front of them under your own brand. ObsidianX runs a white label or co branded motion: your clients, your brand surface, our evaluation and shortlist with you. You stay the trusted contact your clients already call. We run requirements, build the shortlist, and arrange demos with senior engineers from every platform we benchmark so your client gets a real vendor neutral evaluation.
Free Tech Stack Assessment
Find out what your stack should cost
Tell us where it hurts and we will benchmark your current setup against the market. No sales pitch, just answers.
- A ranked list of savings and upgrade opportunities in your stack
- Benchmarked against 250+ vetted suppliers, not one vendor's catalog
- Yours to keep with no obligation, whoever you build with
Frequently Asked Questions
The questions floors ask before putting AI over an entrenched platform, answered plainly.
Does Sidd replace our contact center platform?
No. Sidd runs over the desktop and systems you already use. Your CCaaS platform, telephony, and CRM stay in place. That is the point: the efficiency work starts without a migration project.
How is Sidd priced?
Most teams start with agent assist, then expand modules on the same platform. Pricing follows seats, usage, and term, and is quoted against your volumes. We do not publish a rate card on this page. The quote and the findings belong to you either way.
Who configures it after go live?
Your operations team, in Sidd Studio. It is a no code control layer, so most changes to guidance, flows, and knowledge do not wait on an engineering ticket or a vendor services request.
We already have AI inside our CCaaS platform. How is this different?
Native CCaaS AI is tied to that platform's channels and data. Sidd sits over the whole desktop, so it can work across your CCaaS, CRM, and other systems at once, and it stays with you if the underlying platform ever changes. In an evaluation we compare both against your requirements and tell you which fits.
Can MSPs offer this to their clients?
Yes. We run a white label or co branded path where the MSP keeps the client relationship and the brand surface. ObsidianX runs requirements, builds the shortlist, and arranges demos with senior engineers from every platform we benchmark. Call us to talk through the partner motion.
How do we start with ObsidianX?
A short call. We document requirements first, then shortlist and run demos where platforms compete for your business. We are paid the same no matter which supplier you choose, and the findings belong to you either way. Call 469.436.3232 or book a meeting through the contact page.
See what your floor gains without a migration
One call. Requirements first, then a shortlist where platforms compete for your business. We are paid the same no matter which supplier you choose, and the findings belong to you either way.
Vendor-agnostic advice. No quotas, no obligation, no pressure.