In the field with CallTower

In the Field is Parloa’s partner and customer spotlight series. Each month, we’ll dive into how some of the world’s leading organizations are applying AI agents in real-world environments— sharing lessons, use cases, and practical insights from the people leading the change.

CallTower (formerly Inoria), designs and delivers AI-powered contact center solutions that make customer interactions more natural, personalized, and efficient. Alain LeBrasseur, CCaaS, CX & CAI Product Owner at CallTower, plays a key role in shaping these efforts.

“Our approach is always consultative,” he explains.

That philosophy has guided CallTower into industries where scale, compliance, and empathy are equally critical: healthcare, insurance and financial services, retail, public sector, and energy and utilities. Today, LeBrasseur shapes product strategy for CallTower’s CCaaS and voice AI agent offerings, ensuring every deployment balances innovation with trust.

The CallTower difference

What sets CallTower apart is its ability to balance cutting-edge AI with the practical realities of daily contact center operations. By pairing deep technical expertise with conversation design and a consultative approach, the team ensures that every deployment is both innovative and workable in the real world. Clients across industries turn to CallTower for solutions that are tailored to their needs, fully integrated with existing systems, and designed to scale responsibly.

Finding the right CAI partner

In 2022, CallTower set out to expand its contact center portfolio with a dedicated agentic AI partner. After evaluating more than a dozen platforms, the team met Parloa’s leadership at the Genesys Xperience event.

“Our goal was never just to find a platform,” says LeBrasseur.

By the end of 2023, CallTower had formalized the collaboration with Parloa as a key part of their AI strategy.

Turning vision into practice

Healthcare was the first industry to push CallTower toward advanced voice automation, where patient engagement, scheduling, and compliance create unique challenges. Since then, demand has surged across finance, insurance, public agencies, and utilities.

Parloa’s platform extends CallTower’s self-service portfolio with voice-first capabilities that go beyond scripted bots. Teams can design context-aware dialogues that feel conversational, not mechanical, and drive higher first-contact resolution while reducing operational costs.

Discovery starts by immersing in real customer interactions, surfacing pain points, and mapping what can be automated versus what requires human judgment. From there, workflows are broken into modular steps and reimagined for the voice channel with natural prompts, contextual memory, and smooth escalation paths.

Building trust into every solution

If there’s one constant across every industry CallTower serves, it’s that trust is non-negotiable. CallTower solutions are built to align with global standards including GDPR, HIPAA, PCI DSS, ISO/IEC 27001, and SOC 2.

“We treat security as foundational,” says LeBrasseur. “That means building compliance into the design, and validating it continuously with our customers through annual questionnaires and audits.”

For organizations weighing agentic AI, the message is clear: automation can never come at the expense of privacy or accountability.

What’s next

Finally, we discussed Inoria Connect 2025. For LeBrasseur, the past year has underscored the value of partnership. “Our relationship with Parloa is collaborative, transparent, and bidirectional—exactly what we want in the field. You’ll see us continue to work together at CCW, webinars, and Genesys Xperience25.”

Looking forward, he sees virtual assistants and AI agents becoming everyday partners to contact center staff, equipping them with real-time insights, improving accuracy, and freeing up time for the moments that matter most.

And his advice for organizations just starting out? “Use AI to make interactions feel more human. When customers feel heard and understood, it’s not just a tech upgrade—it’s a shift in the relationship. From a technical standpoint, start small and focused. Pick a use case that truly reflects your business goals, deliver it well, then scale from there.”