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centrumAURA.com — AI Unified Routing Assistant

Your routing gets
smarter every night.
Without your team
doing anything.

AURA sits on top of your existing contact centre platform and routes every inbound contact to the destination most likely to resolve it first time — then trains nightly on outcomes to improve accuracy over time.

Apply for design partner programme See how it works
Routing pipeline
01
Ingestion
Voice · Chat · SMS · Email
02
Enrichment
CRM · history · sentiment
03
AI Classification
LLM intent · confidence score
04
Target Scoring
FCR-weighted ranking
05
Execution
Route · log · learn
Avg decision latency: <120ms
Model retrained: nightly
Platform lock-in: none
Day 1
FCR baseline established before AURA routes a single contact — every improvement measured from truth
<120ms
Per-contact routing decision latency end-to-end
$0
Professional services required to deploy on existing CCaaS
2%
Typical AURA cost as a share of the value it recovers — at 300k decisions/month
How it works

Five layers.
One outcome.

AURA's routing pipeline is purpose-built to maximise first-call resolution — not to demonstrate AI for its own sake. Every layer exists because it measurably improves the routing decision.

01
Omnichannel ingestion
Voice, chat, SMS and email contacts enter a single normalised pipeline. AURA doesn't care what platform is underneath — Genesys, Avaya, Talkdesk, or anything else.
02
Context enrichment
CRM data, interaction history, sentiment signals and account status are pulled and attached to the routing context before any decision is made.
03
AI intent classification
An LLM classifies the contact's intent with a confidence score. High-confidence contacts route immediately. Ambiguous contacts escalate to a deeper model. Your prompts, your control.
04
FCR-weighted target scoring
Every available destination is scored against historical FCR data for this intent type. The highest-scoring available destination wins. Not the longest-queued. Not the most available. The best.
05
Nightly model retraining
Every routing decision and its outcome are logged. Each night, AURA retrains on the day's data. No manual intervention. The model for your environment gets incrementally more accurate, indefinitely.
FCR trend — illustrative trajectory
0% 2pp 4pp 6pp Day 1 Day 30 Day 60 Day 90 Day 120 Deploy
Day 1Baseline
+30d~2pp FCR lift
+90dMeasurable lift
+120dStill improving
Recent routing decisions Live
09:14:02
billing_dispute
→ Team C / Agent 14
0.94
09:14:07
tech_support_l2
→ Team A / Agent 06
0.87
09:14:11
account_closure
→ Retention / Agt 02
0.91
09:14:19
complaint_escalate
→ Supervisor / S-03
0.89
Why AURA

Not another
AI promise.

If you've been a Genesys customer, you've heard the intelligent routing pitch before. Here's what's actually different.

⊕
Platform-agnostic
AURA doesn't replace your existing CCaaS — it sits on top of it. No rip-and-replace. No migration project. No six-month implementation. If your IT lead can configure a webhook, they can deploy AURA.
↺
Continuous learning
Every routing decision is logged. Every FCR outcome is fed back. The model retrains nightly. The longer you run AURA, the better it gets for your specific environment — not the generic average.
⌀
No professional services
We don't have an SI channel. We don't have a professional services arm. There's no revenue model that depends on your implementation being complicated. Simple pricing. Self-onboarding. You stay in control.
≡
Measurable from day one
AURA establishes your FCR baseline before it routes a single contact. Every improvement is measured against that baseline. You see exactly what AURA is worth, in your own numbers, not in vendor case studies.
⚡
Transparent decision engine
Every routing decision is logged with intent classification, confidence score, and destination rationale. Full audit trail. No black box. Your compliance team will ask — the answer is always yes.
◈
Predictable cost model
Fixed monthly tier by decision volume. No per-seat licensing that penalises growth. No SI margin baked in. A contact centre routing 300k decisions/month at $2,200 is paying roughly 2% of the value it recovers.
Pricing

Simple tiers.
Transparent costs.

Priced by decision volume, not by seat. Annual contracts available with 20% prepay discount.

Starter
€699
per month · net of VAT
Up to 75,000 routing decisions/month
≈ £595  ·  $760  ·  CHF 675
  • Full 5-layer routing engine
  • Up to 4 enrichment sources
  • Basic rules editor (10 rules)
  • Standard MIS dashboard
  • Weekly model retraining
  • Email support · 99.5% SLA
  • Nightly retraining
  • API access
  • Prompt manager
Get started
Growth — most popular
€2,200
per month · net of VAT
Up to 300,000 routing decisions/month
≈ £1,870  ·  $2,390  ·  CHF 2,125
  • Everything in Starter
  • Nightly model retraining
  • Full model registry + weight UI
  • Prompt manager
  • Up to 10 enrichment sources
  • Up to 3 tenants
  • API access for integrations
  • Business-hours chat support
  • Quarterly business review
Get started
Scale
€7,500
per month · net of VAT
Up to 1,200,000 routing decisions/month
≈ £6,375  ·  $8,150  ·  CHF 7,250
  • Everything in Growth
  • Unlimited enrichment sources
  • Unlimited tenants
  • Dedicated onboarding engineer
  • 24/7 critical incident support
  • Custom LLM / bring your own key
  • Multi-region deployment option
  • 99.9% SLA with credits
  • Custom data retention policies
Get started
Risk-free pilot
90 days. Reduced rate. Contractual step-up only if FCR improves.
Start at a reduced pilot rate. If AURA improves your FCR by more than 3 percentage points within 90 days, the contract steps up to standard pricing automatically. If it doesn't, you walk away. No lock-in until results are proven.
Apply for pilot
Design partner programme

Co-build AURA
with us.
Free for 12 months.

We're looking for 3–5 contact centres to co-develop AURA with before general availability. Design partners get full platform access at no cost, direct roadmap influence, and a system that learns their specific environment from day one.

What design partners get
Full platform access — Growth tier equivalent — at no cost for 12 months
Direct influence over the product roadmap through monthly reviews
A routing model trained on your environment from day one
Option to convert to paid tier at 20% founding customer discount at month 13
Named case study rights (your approval required on all content)
What we ask in return
Access to anonymised routing and FCR outcome data  ·  Monthly 45-minute review call  ·  Honest feedback on what works and what doesn't
Apply for design partner access
We review applications within 5 business days. We're looking for 3–5 partners — we'll be direct about fit.