Sestek
Procurement partnerAbout
SESTEK is an AI-powered conversational automation company that builds voice and conversational AI technologies for enterprise contact centers, including autonomous AI agents, speech recognition, text-to-speech, and conversation analytics. Founded in 2000, the company serves 700+ enterprise customers across financial services, telecommunications, insurance, retail, and other industries. SESTEK develops its core technologies in-house with 100+ R&D experts and offers deployment options across cloud...
Details
VenSearch Intelligence
Ideal Customer
- SESTEK's sweet spot is mid-market to large enterprises with 1,000+ employees and high-volume contact center operations requiring AI-first customer service automation.
- The company's most common customers are in Banking/Insurance/Financial Services, Telecommunications, Retail, and BPO sectors that handle large call volumes and need 100% conversation coverage for quality management, compliance monitoring, or self-service automation.
Key Differentiators
- SESTEK's primary differentiators are its 100% in-house developed AI stack (speech recognition, TTS, NLU, voice biometrics) built and refined since 2000 on millions of minutes of real contact center recordings, delivering a claimed ~98% speech recognition accuracy rate.
- The company positions itself as a 'sophisticated alternative to Big Tech,' offering deep domain specialization, flexible on-premises or cloud deployment, and high customizability versus generic AI platforms from Google, Amazon, or Microsoft.
Industries Served
- SESTEK focuses primarily on high-volume contact center verticals including Banking/Financial Services (BFSI), Insurance, Telecommunications, Retail/E-Commerce, and Business Process Outsourcing (BPO).
- Documented enterprise clients include ING Bank, Ajman Bank, TEB (Turkish Economy Bank), Groupama Insurance, Halkbank, Hepsiburada (e-commerce), Teknosa (consumer electronics retail), Extra (Saudi electronics retail), and Madame Coco (fashion retail).
Service Coverage
- SESTEK is a global solution vendor operating across 20 countries, serving over 700 enterprise clients.
- The company maintains physical offices in the United States (Wilmington, DE and a New York presence), Dubai (UAE) for Middle East and Africa, and two R&D centers in Turkey (Istanbul and Ankara), with additional presence noted in London.
Partnerships
- SESTEK is a Technology Partner in Avaya's DevConnect program, with products compliance-tested for Avaya Aura Contact Center compatibility, and also integrates natively with Genesys, AWS, Five9, Microsoft, Huawei, Cisco, Zoom, and NICE.
- The company has a formal partnership with CallTower, giving CallTower's 700+ enterprise clients access to SESTEK's AI automation suite as a plug-in layer for existing CCaaS environments.
Company Size & Ownership
- SESTEK was founded in 2000 by Prof.
- Levent Arslan and currently employs approximately 170–200 people, with over 100 of those being R&D engineers — representing roughly 60% of the workforce.
Compliance & Certifications
- SESTEK holds ISO 27001 (Information Security Management), ISO 9001 (Quality Management), and SOC 2 Type 2 certifications, with annual audits conducted by accredited independent third-party auditors.
- The company also maintains compliance with GDPR and HIPAA requirements for healthcare sector clients, and processes customer voice data under strict global privacy frameworks including built-in PII masking.
Compiled from public sources by VenSearch · Last researched October 14, 2026
Offerings
9 offeringsAgent Assist
SESTEK Agent Assist provides real-time AI guidance to live contact center agents during customer conversations, delivering prompts, compliance reminders, and alerts in under one second. It analyzes the full conversation using speech recognition, sentiment analysis, and acoustic signals such as speech speed and monotonicity, and triggers configurable scenarios based on keywords, call analysis metrics, or AI-detected conversational context. It integrates directly into existing CCaaS platforms including Genesys, Avaya, AWS, Five9, Microsoft, Huawei, and others without requiring agents to use a separate application.
AI Agents
SESTEK AI Agents are autonomous conversational AI agents that handle customer requests end-to-end across voice, chat, and messaging channels for under $0.14 per resolution. They use a hybrid NLU and LLM reasoning architecture to handle structured requests through deterministic workflows and open-ended requests through LLM reasoning, with smart handoff to human agents when needed. Features include RAG-based knowledge retrieval, omnichannel support, outbound calling, CRM integration, and an agent builder that generates full agent designs from plain-language descriptions.
Analytics
SESTEK Analytics is a conversation analytics platform that analyzes 100% of voice, chat, and video customer interactions to uncover customer intent, sentiment, root causes, and emerging trends using LLM-based categorization and acoustic signal analysis. Features include a GenAI natural-language query interface for investigating trends without manual review, real-time alerts for compliance risks and prohibited language, and built-in PII masking before data reaches an LLM. It integrates with Genesys, Avaya, Five9, Cisco, Zoom, NICE, Huawei, and other contact center platforms.
AQM (Automated Quality Management)
SESTEK AQM is an AI-powered automated quality management product that evaluates 100% of contact center conversations against configurable evaluation forms and quality criteria using a dedicated LLM-powered AI Agent called Agentic Evaluation. It supports a hybrid approach combining AI agent, automated, and human evaluations within a single evaluation form, with features including performance comparison across agents, agent appeal workflows, calibration, and fair sampling with configurable assignment rules. The product is designed to replace or augment manual call sampling with full conversation coverage.
Coaching
SESTEK Coaching is an agent performance development product that uses AI-powered insights from 100% of conversations to generate personalized coaching plans, training recommendations, and performance gap analysis for contact center agents. Supervisors can view a unified performance dashboard combining quality scores, CSAT, hold time, silence ratio, and first-call resolution to identify top performers and agents needing development. It includes per-conversation AI summaries of what went well and what needs improvement, a structured objection workflow for disputed evaluations, and trend tracking to measure coaching impact over time.
Collection
SESTEK's Collection solution is an AI-driven debt collection automation workflow where AI Agents handle routine collection conversations end-to-end, including outbound calling, identity verification, payment negotiation, and promise-to-pay logging, while human collectors are engaged only for complex cases. The solution is powered by the SESTEK Agentic CX Suite combining AI Agents for automation, Agent Assist for real-time collector guidance on complex cases, and Conversational Intelligence for compliance evaluation and outcome analysis. Results cited from ING Turkey include 58% more customer payment agreements and more than 50% of collection calls handled without a live collector.
Speech Recognition
SESTEK Speech Recognition is a proprietary speech-to-text engine that delivers 98% accuracy and can be fine-tuned on customer-specific recordings, terminology, and industry vocabulary. It supports 100+ languages by combining SESTEK's own models with integrated best-in-class external engines through a single API, and includes features such as pronunciation and vocabulary control, numeral and entity formatting, and secure PII data masking in transcripts. It can be deployed fully in the cloud or fully on-premises.
Text to Speech
SESTEK Text to Speech is a neural voice generation platform that produces human-like synthesized speech for under $0.01 per 1,000 characters, supporting 20+ languages with accent-specific voice models. It offers custom brand voice development, SSML tag support, voice tuning controls for tone and pace, custom abbreviation and pronunciation definitions, and voice cloning from short recordings. Deployment options include on-premises and cloud, with licensing models including pay-as-you-go, subscription, and custom agreements.
Virtual Translator
SESTEK Virtual Translator is a real-time multilingual translation tool built into the contact center agent's existing platform, enabling agents to serve customers across languages without requiring language-specific staffing. It automatically detects the caller's language and combines SESTEK's proprietary speech recognition and text-to-speech with multiple translation engines and LLMs, with configurable audio so each party hears original audio, translated audio, or both. It supports barge-in for natural conversation flow and includes a translation analytics dashboard to track call volume, language mix, and regional demand.
Considering Sestek?
Our team will work with you to determine if Sestek is the right fit for your organization. From research and assessment through procurement negotiation and ongoing vendor management — we handle the entire process at no cost to you.