Centrecom has begun the implementation of AI agents in collaboration with PTL Limited and IBM, using IBM watsonx Orchestrate, to enhance the efficiency, consistency and quality of services delivered through its contact centre operations.
The initiative focuses on the practical and governed use of AI to support operational teams by streamlining routine workflows, improving access to operational knowledge and enabling faster and more informed responses to customer and user interactions.
This approach is designed to strengthen service performance while maintaining strong operational oversight and reliability.
As organisations managing high volumes of daily interactions seek to improve service quality and operational efficiency, Centrecom is exploring how AI agents can be embedded into existing workflows to support teams.
“Working closely with IBM through client engineering sessions and weekly design workshops allowed us to shape an AI approach that fits naturally within Centrecom’s environment,” said Jonathan Gianino, business development manager at PTL Limited. “The focus was not on introducing another tool, but on orchestrating AI in a way that genuinely supports operations.”
At the heart of the initiative is IBM watsonx Orchestrate, a platform designed to help organisations deploy and manage multiple AI agents within a secure and governed framework. By orchestrating AI agents, workflows and operational knowledge together, Centrecom can introduce AI in a way that supports existing processes without requiring changes to existing systems.
“Through our collaboration with IBM, PTL is focused on helping organisations move from AI exploration to real operational use,” said Lorn Chetcuti, managing director at PTL Limited.
“This project with Centrecom is a strong example of how AI, when implemented within a governed framework, can deliver tangible improvements without disrupting existing operations.”
“AI delivers the greatest value when it is embedded into everyday workflows and is designed to support people at scale,” said Menicos Mavrommatis, Cyprus technology lead and Malta business development at IBM.
“This collaboration with Centrecom and PTL illustrates how AI agents can be orchestrated to augment contact centre teams, improve consistency and support high-quality service delivery in complex operational environments.”
As a provider of contact centre services supporting various local and international companies, Centrecom operates in an environment where innovation must go hand in hand with strong operational oversight.
“By introducing AI tools such as watsonx into our operations, we are enhancing how our agents work, giving them smarter support so they can operate more efficiently and deliver outstanding customer service,” said Stefan Ancilleri, CIO at Centrecom.
“Our approach ensures that every innovation is implemented responsibly, with governance, transparency and service reliability at the core of how we integrate AI into our environment.”
