Product, engineering and operations in the same room
We work with contact centres and BPOs moving thousands of conversations a day. We understand an operation in the first meeting and your instance is ready in days. What you see is ours: we don't resell someone else's platform.
The people behind Sumgrey
Sumgrey comes from combining real operational experience with the technical ability to build product: operations and engineering working as one piece.
David Casas Cartagena
Founder and CEO of Sosmatic since 1998, a pioneer in Spain in 24/7 technical support, help desk, and contact center / BPO services. He has scaled an operation that today reaches more than 10 million households through a B2B2C model. At Sumgrey he brings over two decades of experience in customer service, support, and conversational operations at scale.
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Alexander Velchenko
Co-founder and CTO of Sumgrey. A collaborator at Sosmatic since 2018, where he has helped lead teams and is currently part of the R&D team. At Sumgrey he leads product and technology: he designs and builds the voice and chat agents, the internal software, and the automation and integration layer that makes everything work inside the client's real operation.
View profileThe thread is the person
The call, the WhatsApp and the email are episodes inside it. Everything else in the product follows from that.
Six reasons, each with its counter-example
A differentiator without a contrast is an adjective. These come with theirs.
The thread is the person
Others solve «conversation per channel». We keep the person and hang the call, the WhatsApp and the email off them.
Try asking any other platform what happened with a customer who wrote on Tuesday and called on Thursday. You'll get two records.
The AI lives inside the operation
Same inbox, same queue, same supervisor, same report. You listen to it, whisper to it, audit it and score it with the same quality template you use on a person.
The off-the-shelf AI agent is a separate product with its own dashboard; the day you need to know whether it handles calls well, there's nothing to compare it against.
Real telephony, not a socket
Trunks, numbering, queues, menus, skills, opening hours, recording, softphone and fraud controls.
Whoever doesn't have it asks for yours, and then handing a call from AI to a person is a new call that the customer experiences as «they've transferred me again».
Quality on 100 %, checked against your rules
Not a sample, and not a model's opinion: scoring happens against your company's written procedures.
A quality score that doesn't cite the rule that was broken is an opinion with decimal places.
It works in your systems, with explicit permission
Operations ticked one by one, and none by default.
«It integrates with your CRM» usually means it exports a file overnight.
Our own product, your instance ready in days
We build it and we deploy it. The first version in production is measured in days, not quarters.
The systems-integrator project that opens with six weeks of functional analysis.
What we are not
- We are not a CRM
- We are not an ERP
- We are not a mass outbound dialler
- We don't sell a standalone chatbot to drop on a website
Tell us how your team works.
A straight conversation about your volume, your channels and where to start. No generic proposal.
- We reply within 24 hours
- 30 minutes with someone who built this
- A concrete proposal after the first session