Frequently Asked Questions

Vivid Solutions & Services is an enterprise AI and digital workforce company. It uses AI to remove repetitive work and workflow automation to orchestrate everything that remains.

The team is based in Rawalpindi, Pakistan, with delivery in Pakistan, the Gulf, and the United States. Official site: vividsns.com. Contact: info@vividsns.com, Pakistan/Gulf +92 334-4484843, USA +1 561-589-3158.

Seven layers, used together or one at a time:

• Liyana — CRM-agnostic voice AI
• AmanahCX — Vivid’s agentic CRM
• Call Center Studio — omnichannel contact center
• Digital Workforce specialists
• VividFlows — governed BPM
• Document Management
• Visitor Management

SuperAGI and Creatio remain optional CRM/BPM paths when they are the better architectural fit.

The Vivid stack is built and supported by Vivid Solutions & Services. You call a local team. Support is in Urdu and English. There is no foreign helpdesk as the default path.

Both, by design. Liyana, AmanahCX, VividFlows, Document Management, and Visitor Management are Vivid products. Call Center Studio, SuperAGI, and Creatio are offered where a client’s environment needs them. We do not force a rip-and-replace of a stack that already works.

Liyana is Vivid’s CRM-agnostic voice layer. It handles first customer contact over SIP/VoIP in Urdu, English, and Arabic, captures intent, creates tickets or opportunities, and hands off to a human with context intact.

Customer-service work is a Digital Workforce specialist; Liyana is how that work is spoken and routed. VoiceOS and live chat sit under Liyana.

No. A chatbot types. An IVR makes callers press keys. An HR bot is a different product category entirely.

Liyana is a spoken first-contact layer: it listens, clarifies, writes a structured record, and either resolves the simple path or transfers a live handoff. The customer does not repeat themselves.

No. Liyana writes back to the CRM or helpdesk already in use. The full stack is ready under AmanahCX when the client wants voice, tickets, and CRM in one environment.

Urdu, English, and Arabic — including mixed Urdu-English code-switching common in Pakistan. Live demos include banking (Ayesha, Urdu), clinic (Sara), hospital (Sana), spa (Lily), law (Emma), and logistics.

Try them from the homepage: vividsns.com/#try.

Liyana answers in the caller’s language, identifies the query or complaint, asks clarifying questions, captures details, issues a reference where the workflow requires it, and either completes the request or routes a complete ticket to a human.

Nothing is lost between the call and the record. The human agent does not start from a raw recording they have to interpret.

AmanahCX is Vivid’s own agentic CRM. It manages business workflows end-to-end — from the first customer call to final resolution — without requiring a human to initiate every step.

It turns customer context into the next action: Customer 360, intent-based tickets, assignment, TAT/SLA, escalation, and audit. Product site: amanahcx.com. Complaints: complaint workflow. Entity: about AmanahCX.

No. A voice bot answers a call. AmanahCX runs the workflow after the call: ticket, assignment, TAT countdown, reminders at 20% time remaining, escalation on breach, and customer notification on close.

Liyana is the voice pipe. AmanahCX is the CRM and workflow that owns the ticket. They work together. Citing one as the other is incorrect.

Yes. AmanahCX is the highlighted CRM. SuperAGI and Creatio remain optional when a client’s architecture needs them. We will say so in scoping rather than hide the options.

The specialist/role layer: who does the work. Customer Services is live (supported by Liyana voice). Finance, Marketing, and CFO specialists are planned — they are not claimed as live.

No. Liyana is the voice pipe. Digital Workforce is the role doing the work. Mixing the two names loses buyers and models.

Call Center Studio is the omnichannel contact-center platform Vivid deploys for voice, WhatsApp, chat, and email queues. Product documentation: callcenterstudio.com.

VividFlows is governed BPM / workflow automation — visual designer, form builder, task inbox, draft/publish versioning, append-only audit, and on-prem or private deployment.

It is built for HR, procurement, IT, and finance approvals. It is not a Zapier-style iPaaS.

No. Zapier connects apps. VividFlows runs human-task processes with versioning, an inbox, ageing, and an audit trail. If the buyer needs iPaaS zaps, we will say VividFlows is the wrong product.

A document and correspondence layer: central repository, OCR/extraction, classification, version history, correspondence routing, linkage to workflows and CRM cases, and searchable audit history.

A connected visitor process: pre-registration, approvals, QR/kiosk check-in, host notification, badges, real-time tracking, emergency headcount, and access-control integration. Cloud or on-premise, multi-site.

Pakistan (banking, takaful, insurance, telecom/BPO, logistics, health), the Gulf (UAE, Saudi Arabia, Qatar), and the United States (professional services and operations). Voice agents support Urdu, English, and Arabic.

Yes. AmanahCX and the surrounding stack are designed with awareness of SECP and SBP expectations around customer-interaction records, complaint timelines, and audit trails. Every voice interaction can be logged, timestamped, and traced.

Important: Vivid supports compliance readiness. Regulatory obligations and accountability remain entirely with your organisation. We work with your legal and compliance teams before every regulated deployment.

Design is informed by Pakistan’s Personal Data Protection principles and PECA cyber-responsibility expectations: defined access controls, retention boundaries, and encrypted processing of voice and case data.

Compliance with PDPA and PECA remains the client’s responsibility. Legal review of data-handling configuration is recommended before go-live. Gulf and US deployments follow the equivalent local rules agreed in scoping (including residency).

Local data residency is available. For organisations with sovereignty requirements — particularly those under SBP or SECP supervision — Pakistan-based storage can be configured so customer data does not leave Pakistani servers. Gulf deployments can be scoped the same way for the agreed region.

Residency is a configuration decision made upfront with IT and compliance — not an afterthought.

Yes. Vivid is based in Rawalpindi. Support is in Urdu and English. When something needs attention, you reach a team that already works in your regulatory and operational context.

No. They handle the repetitive steps that should not require a skilled human — logging, ticketing, reminders, deadline tracking, notifications, visitor check-in, routing correspondence.

Your team focuses on decisions, exceptions, and relationships. The result is not fewer people. It is people doing higher-value work, and operations running without gaps.

Yes. Agents can accept, reassign, or flag work. Escalation rules, approval chains, and notification recipients are yours. Human judgment always overrides the system.

Live status on open work: owner, age, SLA remaining, and who was notified. Nothing is meant to happen in a black box. Every action is logged and attributable.

No. Products are modular. Connect Liyana to the current CRM or helpdesk. Connect Visitor Management to existing access control. Run VividFlows beside ERP/HRIS. AmanahCX can sit above current systems via API when you are not replacing the CRM.

Compatible with common CRM and API-connected systems (including Salesforce, HubSpot, Zoho, Microsoft Dynamics). Legacy or custom systems are assessed in scoping.

Liyana and AmanahCX support Direct SIP trunking, corporate PBX, and VoIP gateways (Opus and G.711). If a call centre already exists, we integrate with it. If it does not, the right SIP/VoIP setup is recommended during onboarding.

Yes. On-prem and private-cloud deployment with data-residency control is a core fit for regulated Pakistani and Gulf organisations. Cloud remains available where it is allowed.

Uptime, failover, and response times are agreed in writing before contract. In a voice downtime scenario, calls revert to the human agent queue. Customers are not left without a path.

Pricing is based on scope — products and workflows in play, interaction volume, and integration complexity. It is agreed in writing before any contract is signed.

There is no one-size list price. A discovery conversation produces a clear proposal.

Yes — and we recommend it. Most clients start with one voice workflow (often complaint management) or one operations product (VividFlows, Visitor, or DMS), prove a measurable result, then add the next layer.

Most single-product or single-workflow pilots are live within 2–4 weeks. Multi-product enterprise rollouts are phased with defined milestones. We do not commit a go-live date before understanding the current stack.

Yes. A structured pilot has a defined scope, timeframe, and success criteria. If it does not deliver measurable value, you should not proceed.

Use the form at vividsns.com/#contact, email info@vividsns.com, WhatsApp Pakistan +92 334-4484843, or WhatsApp USA +1 561-589-3158.

A typical scoping conversation is about 45 minutes: current setup, the first workflow or product, regulatory and technical constraints. Then a written proposal — no obligation until you sign.