Inisoft

What Inisoft does

Inisoft Ltd is a Glasgow, Scotland-based private software company that develops and sells contact centre software to enterprise and mid-market customers globally. The company's core product is Syntelate XA, a unified omnichannel agent desktop that consolidates voice, web chat, email, SMS, WhatsApp, and social media messaging into a single agent interface, with native integrations to Microsoft Office 365, Microsoft Exchange, Gmail, SMTP, and Avaya Aura, and compliance-tested telephony certifications. The portfolio is extended by the Advisgo suite (Advisgo Flow for real-time, no-code guided workflows and Advisgo Kapture/Kapture Insights for AI-powered disposition coding, daily surveys, and executive reporting).

The company's business model is anchored on subscription-based software licensing and support (annual cadence, on-premises, customer cloud, or Inisoft cloud deployment), supplemented by professional services for implementation, training, and migration. Go-to-market combines direct enterprise sales with a global channel partner network that includes Avaya (DevConnect Platinum technology partner) and resellers/SIs such as Teleperformance, Sabio, IPI, METCO, ConvergeOne, Britannic Technologies, WellTel, IP Netix, and Unity Connected. Inisoft segments its sales motion by vertical with named solutions for Financial Services and Insurance, Government and Public Sector, Retail, and Healthcare/Membership Organizations, with named enterprise customers spanning Scotiabank, Avon, NI Water, a UK Big Six utility, British Red Cross, Independent Age, Mediahuis, First American Home Warranty, the British Medical Association, and the Quebec Ministry of Labour (MTESS). The company is a wholly owned subsidiary of Kura (CS) Limited, registered in Scotland, operating with a 11-50 employee headcount.

Name

Inisoft

Legal name

Inisoft Limited

Website

https://inisoft.com

Company type

Private

Founded year

1990

Operating status

Acquired

Headcount range

11–50 employees

Short description

Inisoft Ltd is a Glasgow-based software company that builds Syntelate XA, an omnichannel agent desktop for enterprise and mid-market contact centres, plus the Advisgo suite for AI-powered workflow guidance and analytics, serving customers across financial services, government, retail, and healthcare globally.

Ownership category

akta.pro rank

Product category

Contact Center Software

NAICS

Software Publishers (513210), Software Publishers (51321), Computer Systems Design and Related Services (54151)

SIC

Services-Prepackaged Software (7372), Services-Computer Programming Services (7371)

akta.pro primary industry

Contact Center Speech AI (agent assist, IVR automation) (HDAAAFAL)

akta.pro secondary industries

Conversational AI Platforms (chat/voice bots, orchestration) (HDAAAFAC), Contact Center Operations & Tools (ACD/IVR/CRM/WFM) (EDABACAA), AI & Automation in Customer Service (Chatbots, Agent Assist) (EDABACAO), AI Integration & Orchestration Platforms (Connectors, Workflow, iPaaS for AI) (HDAEANAI)

Keywords

• Contact center software
• Omnichannel agent desktop
• Customer engagement platform
• AI sentiment analysis
• Real-time agent guidance

Headquarters

HQ city

Glasgow

HQ country

United Kingdom

HQ region

Europe

Offices1 record

Markets served

GTM type

B2B

Offering type

Software

Cost components

Technology or R&D

Revenue model

1. Software Licenses and Subscriptions: Syntelate XA and Advisgo products offered as on-premises or cloud deployments with licensing fees. The platform includes core features, third-party integrations, and channel-agnostic design.
2. Support Plans: Dedicated support plans available 24/7, 365 days a year with product updates and new releases included. Support team assists with user-acceptance testing after updates.
3. Professional Services: Implementation consulting, training courses for agent, supervisor, and admin users, and software migration services.

Pricing tiers

Go-to-market motion3 records

Distribution channels3 records

Marketing channels6 records

Core offering

Inisoft develops and sells contact center software, primarily the Syntelate XA omnichannel unified agent desktop and the Advisgo suite (Flow for real-time guidance and Kapture for AI-powered reporting and sentiment analysis). The software enables enterprises to blend voice, email, chat, SMS, WhatsApp, and social media channels within a single agent interface, supported by AI-driven analytics, dynamic scripting, and skills-based routing.

Product overview

Inisoft offers a contact centre software portfolio consisting of Syntelate XA as the core omnichannel agent desktop platform, supplemented by Advisgo modules (Advisgo Flow and Advisgo Kapture) that provide real-time guidance, workflow automation, and AI-powered analytics capabilities. Kapture Insights serves as an AI-powered reporting layer. The products work together to transform contact centres into customer engagement hubs, with Syntelate XA providing the unified agent interface across all channels (voice, web chat, email, SMS, WhatsApp, social media) while Advisgo modules add process-driven guidance and sentiment analysis, and Kapture Insights delivers AI-powered reporting and insights.

Differentiator

Problem solved

Functional benefit

Brands

• Syntelate XA: Omnichannel unified agent desktop software for contact centres that supports voice, web chat, WhatsApp, social media messaging, email, and SMS channels.
• Advisgo
• Advisgo Flow
• Advisgo Kapture

Products and services

• Syntelate XA Unified omnichannel agent desktop software that provides agents with a single interface for communication across voice, web chat, email, SMS, WhatsApp, and social media messaging. Supports dynamic scripting, supervisor dashboards, CRM integrations, and deployment on-premises or in the cloud. For enterprise and mid-market contact centers.
• Advisgo Flow Real-time guided conversation and no-code workflow application that reduces training time and improves first-contact resolution by providing intuitive, process-driven flows supporting each customer interaction. For contact center agents and operations teams.
• Advisgo Kapture AI-powered insight and sentiment analysis application that captures customer intent and sentiment through disposition coding, daily surveys, and AI-powered executive reporting for smarter decision-making. For contact center supervisors and team leaders.
• Syntelate XA Mobile Mobile device access extension of the Syntelate XA platform enabling agents and supervisors to use Syntelate XA features on mobile devices. For contact center staff requiring mobile access.
• Syntelate XA Support Plans Dedicated 24/7 support plans for Syntelate XA and Advisgo with product updates and new releases included. Support team assists with user-acceptance testing after updates. For Syntelate XA customers.
• Inisoft Professional Services Implementation consulting, training courses for agent, supervisor, and admin users, and software migration services. For enterprise and mid-market customers deploying Syntelate XA and Advisgo.

Quantifiable outcome

• Reduce handling time by over 18%
• +11 more outcomes

Named customers10 records

Segments4 records

Ideal customer profiles4 records

Technology focussed Yes

API detail

Has API

Yes

API docs

API detail

Core technology

AI maturity

App detail

Integration10 records

AI capability8 records

Feature8 records

Partnerships

13 partnerships are on record, tiered core, flagship and minor.

• AvayacoreTechnology or IntegrationAvaya DevConnect Platinum technology partner with several years of partnership. Multiple integrations with Avaya Aura and other Avaya solutions. Deep technical collaboration including joint customer implementations.
• AvayacoreTechnology or IntegrationIntegration with Avaya Aura for MTESS government agency implementation. Fast and straightforward implementation achieved.
• IP NetixcoreChannel Partner/ Reseller/ DistributorChannel partner reselling and implementing Inisoft software solutions.
• TeleperformancecoreChannel Partner/ Reseller/ DistributorGlobal outsourcer reselling and implementing Inisoft software solutions.
• IPIcoreChannel Partner/ Reseller/ DistributorChannel partner implementing Inisoft contact centre solutions.
• KuraflagshipStrategic or Co-development PartnerKura (CS) Limited is the parent company of Inisoft Ltd, registered in Scotland. Provides corporate governance and data protection oversight.
• SabiocoreChannel Partner/ Reseller/ DistributorChannel partner offering Inisoft software implementations.
• METCOcoreChannel Partner/ Reseller/ DistributorChannel partner implementing Inisoft contact centre solutions.
• ConvergeOnecoreChannel Partner/ Reseller/ DistributorChannel partner offering Inisoft software solutions.
• Unity ConnectedminorChannel Partner/ Reseller/ DistributorChannel partner for Inisoft solutions.
• WellTel GroupminorChannel Partner/ Reseller/ DistributorChannel partner for Inisoft solutions.
• Britannic TechnologiesminorChannel Partner/ Reseller/ DistributorChannel partner implementing Inisoft software.
• Azure OpenAIcoreTechnology or IntegrationInisoft uses Azure OpenAI for AI features including Rewriter, Report Summarisation, and Sentiment Analysis. Azure provides security, privacy policies, and cloud infrastructure.

Scale indicators6 records

Recent moves6 records

Expansion highlights6 records

Broad incumbents

• Genesys: Genesys is a global leader in cloud contact center (CCaaS) and customer experience orchestration, offering omnichannel agent desktop, AI, and workforce engagement. It competes directly with Inisoft's Syntelate XA in enterprise and mid-market contact centers globally but at vastly larger scale.
• NICE Ltd. NICE provides enterprise contact center software, AI-driven analytics, and workforce optimization solutions widely used by large enterprises. Its CXone platform directly competes with Inisoft's omnichannel agent desktop and AI analytics offerings in regulated and high-volume contact centers.
• Five9: Five9 is a leading cloud contact center provider offering intelligent virtual agents, omnichannel routing, and AI-powered agent assistance. It competes with Inisoft for mid-market and enterprise contact center deals, particularly where customers are migrating from on-premise to cloud CCaaS.
• Talkdesk: Talkdesk is a global AI-powered cloud contact center platform serving mid-market and enterprise customers with strong automation and agent assist capabilities. It overlaps with Inisoft's Syntelate XA and Advisgo AI features in omnichannel agent desktop and CX analytics.
• Splunk (Cisco) / LivePerson / 8x8: 8x8 is a cloud communications and contact center provider offering omnichannel routing, AI, and analytics comparable to Inisoft's Syntelate XA and Advisgo analytics suite. It competes in the same enterprise and mid-market CCaaS category with broader geographic reach.

Direct peers

• Puzzel: Puzzel is a European-based CCaaS provider offering cloud contact center, omnichannel routing, and AI agent assist solutions to mid-market and enterprise customers. It is one of the closest head-to-head competitors to Inisoft in the UK and Nordic enterprise contact center market.
• Odigo: Odigo is a European cloud contact center vendor focused on large enterprise and customer experience use cases with strong omnichannel and AI capabilities. It is comparable to Inisoft in target customer profile, geographic emphasis on France/UK, and product positioning around omnichannel agent desktop.
• Enghouse Systems: Enghouse provides contact center software (including the Espedia, CX-E and Smart IQ portfolios) and communications solutions serving enterprises globally. It is comparable to Inisoft in offering omnichannel contact center platforms to enterprise customers across regulated industries.

Others

• Avaya: Avaya is a strategic technology partner (DevConnect Platinum) for Inisoft and also a broader contact center vendor with its own agent desktop and CCaaS offerings. The relationship is partly collaborative and partly competitive as Avaya customers evaluate integrated versus native agent desktop options.

Emerging players

• Zendesk: Zendesk offers customer service and contact center solutions with omnichannel routing, AI agents, and workforce engagement. It is comparable to Inisoft in target customer (mid-market and enterprise service teams) and increasingly overlapping in agent desktop and AI assistance.

Market position

Strengths5 records

Weaknesses4 records

Competitive moat5 records

Key risks6 records

Key highlights7 records

Customer concentration

• Xx.com/InisoftLtd

Compliance2 records

Revenue estimate

Valuation estimate

Number of profiles

Profiles5 records

Funding overview

Funding rounds

Investors

Funding detail is available on the Subscription and Enterprise plan.Contact sales →

M&A

Investments

M&A and investment is available on the Subscription and Enterprise plan.Contact sales →

Frequently asked questions about Inisoft