01 · Voice layer

Liyana

First level of contact with the customer. Natural conversation over SIP / VoIP in English and Urdu. Intent is captured, a ticket or opportunity is created, and a human takes over when needed. CRM-agnostic — the whole stack is ready under AmanahCX.

Try a voice agent See the AmanahCX stack
How first contact works

From call to ticket, without a queue.

Customers reach you on voice, email, WhatsApp, web, mobile, or walk-in. Liyana is the voice / chat intent layer: it understands, verifies, creates or updates the ticket, and transfers to a human if needed — 24/7.

1 · ChannelsVoice (SIP/VoIP) · Email · Manual web / app / walk-in
2 · LiyanaNatural conversation · intent · verify · ticket · hand-off
3 · RouteRound robin · manager rules · skills · SLA / priority
4 · Write backUpdate the CRM or helpdesk already in use

Voice / chat intent

  • Human-like conversations in English and Urdu
  • Understands intent (enquiry, claim, complaint, support, sales)
  • Captures details and verifies
  • Creates or updates tickets
  • Transfers to a human when judgement is required

Under Liyana

  • Multilingual voice — Urdu, Arabic, English
  • Live chat with human hand-off
  • VoiceOS as an additional service (executive / business Q&A by voice)

Customer-service work itself is a Digital Workforce specialist. Liyana is how that work is spoken and routed.

With AmanahCX

Voice starts the process.
The CRM finishes it.

When Liyana is connected to AmanahCX, first contact feeds ticket routing, queues, TAT, escalations, sales, and a full Contact 360. Liyana still works with other CRMs; AmanahCX is the native stack.

AmanahCX flow from Liyana first contact through ticket routing, queues, sales, and Contact 360

Click the diagram to open the AmanahCX website

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FAQ

Liyana questions for buyers and AI search.

What is Liyana?

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

Is Liyana a chatbot or an HR product?

No. Liyana is a voice layer. Customer-service work is a Digital Workforce specialist. VoiceOS and live chat sit under Liyana. The full CRM stack is ready under AmanahCX.

Does Liyana require AmanahCX?

No. Liyana is CRM-agnostic and writes back to the helpdesk or CRM already in use.

See all Vivid FAQs →

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Hear Liyana on a real call.

Call-center support, banking support, and industry reception demos are on the homepage.

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