Proximus partnered with Faktion to design and build #Interact, a scalable omnichannel platform that unifies customer communications, integrates with various LLM-powered assistants, and drives adoption through continuous innovation. Explore how #Interact delivers reliable, future-proof digital engagement.
Proximus, Belgium’s leading digital communications provider, has always sought to bring enterprises and public organisations closer to their customers by enabling seamless, reliable, and secure digital interactions. With this ambition in mind, Proximus set out to build #Interact, a platform designed to unify customer communications across all digital channels into one consistent and future-proof experience.
Around eight years ago, Proximus partnered with Faktion to bring this vision to life. From the very beginning, Faktion has been responsible for building the #Interact platform from the ground up, designing, developing, and continuously evolving its capabilities in close collaboration with Proximus.
In parallel, Proximus invested early in conversational AI. Faktion’s spin-off - Chatlayer powered the Yoda HR chatbot, integrated into #Interact (de Tijd) and recognised as one of Belgium’s first large-scale chatbot deployments. Today, in the age of Agentic AI and with the rise of large language models (LLMs), which have also been implemented within Yoda HR chatbot, #Interact has become even more critical as the backbone for Proximus' internal operations and their clients.
Today, Proximus is looking to expand #Interact’s market presence and acquire new customers, while enriching the platform to meet the evolving requirements of existing clients. To succeed, Proximus requires a partner who not only knows #Interact intimately, but who can:
We have built #Interact from the ground up with Proximus. Today, Faktion is the partner best positioned to strengthen the platform and enable its growth in the market.
Faktion has designed, developed, and continuously evolved the #Interact platform in close collaboration with Proximus and its customers, building it from the ground up into a robust omnichannel solution.
The platform not only consolidates customer interactions across WhatsApp, SMS/RCS, and web chat into one secure environment but also empowers Proximus’ shift towards Agentic, LLM-powered assistants. Here are #Interact’s core functionalities:
Centralises interactions across SMS, voice, web chat, WhatsApp, and Messenger, while linking conversations across channels so human operators always see the full customer journey.
Provides the layer that ensures conversations with different LLM-powered assistants are efficiently managed and handed over to human operators when needed.
Built on an API-first architecture, #Interact connects seamlessly with Proximus’ Enco API, CRM and ticketing systems and bots, making it easy to extend the existing IT landscape.
Enterprises can launch and manage targeted campaigns on SMS, WhatsApp, and Messenger, track responses, and personalise follow-ups to drive engagement.
Features such as skills-based routing, templates, single sign-on (SSO), and advanced reporting are being rolled out to support large teams, compliance, and security requirements.
Centralises interactions across SMS, voice, web chat, WhatsApp, and Messenger, while linking conversations across channels so human operators always see the full customer journey.
Provides the layer that ensures conversations with different LLM-powered assistants are efficiently managed and handed over to human operators when needed.
Built on an API-first architecture, #Interact connects seamlessly with Proximus’ Enco API, CRM and ticketing systems and bots, making it easy to extend the existing IT landscape.
Enterprises can launch and manage targeted campaigns on SMS, WhatsApp, and Messenger, track responses, and personalise follow-ups to drive engagement.
Features such as skills-based routing, templates, single sign-on (SSO), and advanced reporting are being rolled out to support large teams, compliance, and security requirements.
Human-to-machine conversation has now entered the new world of Agentic AI. Proximus’ HR chatbot, Yoda, built previously based on Faktion’s spin-off technology - Chatlayer, has evolved into an LLM-powered Agentic assistant accessible to the entire workforce of 12,000 employees combined, of course, with #Interact. As the orchestration layer that manages both AI-driven and human interactions, #Interact itself is now entering the Agentic AI age, enabling Proximus to scale this new generation of conversational capabilities with full context and seamless handovers.
By uniting #Interact with Agentic AI, Proximus ensures that the platform not only consolidates digital channels but also keeps pace with the next era of customer and employee engagement.
Unlike standard SaaS products, #Interact is co-developed by Proximus and Faktion. This partnership provides the engineering power to adapt the platform to each client’s unique requirements and processes, ensuring that features and workflows evolve in line with business needs. The result is a level of flexibility and adaptability that few other market offerings can deliver.
Having built #Interact from the ground up together with Proximus, Faktion now focuses on driving adoption, strengthening sales, and ensuring continuous platform evolution. Our approach is collaborative and market-driven, keeping customer needs at the centre of every step.
#Interact has become the orchestration backbone for Proximus’ move into conversational and Agentic AI. It enables LLM-powered assistants to operate effectively, ensures that AI-driven conversations are managed with full context, and provides seamless handover to human operators when required.
In addition, the collaboration between Proximus and Faktion has elevated #Interact into a proven enterprise platform that combines scale with measurable business value:
Beyond the numbers, #Interact delivers clear business impact:
Together, these results confirm that #Interact is technically robust, commercially validated, and strategically positioned for growth.
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