AI middlewareCustomer journeyHumans in the Loop
Connect your systems. Feed your AI. Keep humans in the loop.
RPR connects the phones, CRM, ERP, data and AI your business already uses so information gets where it needs to go, customers get better answers, employees get the right context and people stay in control.
Service-Disabled Veteran-Owned Small Business · Northern California
The problem
Your business already has the data. The problem is getting it where it needs to go.
RPR connects those pieces so your customer does not have to start over.
- Website A customer starts on your website.
- Phone Later, they call.
- CRM Their account is in the CRM.
- ERP Their order is in the ERP.
- History Their conversation history is somewhere else.
- AI And AI may be answering the next question.
The problem
Your customer chats online, then calls — and has to explain everything again.
What RPR does
Connects the conversation, the customer record and the order information.
What you get
The next employee already has the context.
ddash™ · AI middleware
Feed your AI what it actually needs.
ddash™ is the middleware that gets the right business information to the people, systems and AI that need it.
- Your CRM knows your customer.
- Your ERP knows the order.
- Your phone system knows the conversation.
- Your databases know the details.
ddash™ connects that information so your employees, automation and AI can use it together.
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Connect
Link the systems you already use — phones, CRM, ERP, databases and business applications. Nothing gets replaced.
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Clean
Tidy up the information so the same customer and the same order look the same everywhere.
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Move
Get the right information to the employee, the automation or the AI that needs it, when it needs it.
The right information, from where it is to where it needs to go
- CRM to AI
- ERP to Customer service
- Phone system to CRM
- Website to Contact center
- Customer history to Employee
- Business data to AI agent
ddash™ Command
See your communications operation in one place.
Your communications heads-up display and control plane.
- See what is happening across calls, queues, agents and sites.
- Understand why — which queue, which route, which change.
- Act from the same place you spotted the problem.
Real product screenshot pending
Switchboard
Your communications at a glance.
Live activity across sites and teams in one view, with operator controls where your phone platform supports them.
Switchboard Your communications at a glance.
Live activity across sites and teams in one view, with operator controls where your phone platform supports them.
Real product screenshot pending
Circuit
Every agent, every queue, every call.
A live wallboard for supervisors and operations teams, ready for the screen on the wall.
Circuit Every agent, every queue, every call.
A live wallboard for supervisors and operations teams, ready for the screen on the wall.
Real product screenshot pending
Router
Where calls go, and why.
Routing and call flows in one place, so a change is visible before customers feel it.
Router Where calls go, and why.
Routing and call flows in one place, so a change is visible before customers feel it.
Real product screenshot pending
Central
Command your communications.
Call history, the customer journey and the administration around it — users, permissions and settings.
Central Command your communications.
Call history, the customer journey and the administration around it — users, permissions and settings.
Today
Simulated demonstration data
- Calls today
- 287
- Answer rate
- 94%
- Average wait
- 0:24
Calls by hour
Queues
| Queue | Calls | Answered | Wait |
|---|---|---|---|
| Customer Service | 112 | 92% | 0:31 |
| Order Desk | 86 | 96% | 0:18 |
| Sales | 54 | 96% | 0:15 |
| After-hours | 35 | 91% | 0:29 |
Calls by hour as a table
| Hour | Calls |
|---|---|
| 8a | 12 |
| 9a | 31 |
| 10a | 38 |
| 11a | 34 |
| 12p | 29 |
| 1p | 22 |
| 2p | 33 |
| 3p | 36 |
| 4p | 30 |
| 5p | 22 |
Illustrative report with fictional figures. A real, sanitized ddash™ Command Reports screenshot replaces this when it is supplied.
Reports The trend behind the moment.
Call volume, answer rates, wait times and queue performance — large enough to read at a glance.
Built around the way your organization works.
ddash™ Command can present different views for different people — so a supervisor, a receptionist and an IT lead each see what they need, instead of one identical dashboard.
Views are configured from what your connected platforms expose, what your organization needs and what RPR has implemented.
- Role
- Site
- Location
- Contact center
- Queue
- Provider
- Workflow
- Integration
- Responsibility
Humans in the Loop
AI when it helps. Humans when they matter.
Automate what should be automated. Keep people involved where judgment, approval or a real conversation matters.
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AI
Answers the routine questions
Customers get quick answers from your real business information — order status, account details, the usual questions.
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Automation
Moves information and does the repetitive work
Updates, follow-ups and data entry happen automatically, so nobody types the same thing twice.
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People
Step in when judgment matters
Approvals, exceptions and real conversations stay with your team — with all the context already in front of them.
Use Cases
Does one of these sound like your business?
- “I need my systems to talk to each other.” Everyone works from the same up-to-date information, and nobody types it in twice.
- “I want AI to know what my business knows.” AI assistants and chatbots answer from your real business information instead of guessing.
- “My customers keep repeating themselves.” The next employee — or AI assistant — already has the context.
- “I want to automate repetitive work without losing control.” Less repetitive work, with people still in control of what matters.
- “I cannot see what is happening with my communications.” Your team sees what is happening, understands why, and can act on it.
- “Something is wrong with communications and nobody knows why.” Evidence instead of assumptions — so the right people fix the right problem.
Products
See the platform at work.
Working software built on ddash™ — each with its stage stated plainly.
- In production ddash™ Command See, understand and act on customer communications from one unified, customizable view. Learn more
- Active development chat-api Connect conversations to the knowledge, systems and people required to answer and act. Learn more
- Active development Beacon Identify the network and communications conditions affecting customer experience with evidence—not assumptions. Learn more
- Demonstration GB8 A governed industry-specific AI experience built for the glass and glazing community. Learn more
Consulting · Research → Products → Results
We immerse ourselves in your business.
We learn how your customers and employees actually work before we recommend any technology — then we measure whether things really improved.
- Research
Immerse ourselves in your business.
We learn how customers interact with you, how employees work and where the experience breaks down.
- Products
Build the right solution.
We determine what technology, integration, automation or product will actually improve that experience.
- Results
Measure what actually improved.
We measure whether customers and employees actually experienced an improvement.
Support
We stay after go-live.
RPR designs, deploys and supports the systems we build. When something matters after go-live, customers can reach people who understand the environment — not a generic help desk starting from zero.
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The people who built it support it
RPR designs, deploys and supports the systems we build — so the team you reach already knows your environment.
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Not a help desk starting from zero
When something matters after go-live, you talk to people who understand how your systems connect.
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We keep improving it with you
As your business changes, we extend what is connected, automated and visible.
Start with the customer journey
Show us where the customer experience can be better.
Show us how customers interact with your business today. RPR will help identify where better information, better connections, automation or technology can improve that experience.
Prefer email? info@rprtechllc.com