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.
#Interact is an omnichannel communication and Agentic AI orchestration platform that unifies all customer conversations across channels (WhatsApp, SMS/RCS, Messenger, web chat, and voice), teams and AI assistants into one consistent and enterprise-ready experience.
What it actually does
Around 8 years ago, #Interact started as an internal Faktion-built application, originally developed and productised to integrate seamlessly with Faktion's Chatlayer chatbot platform, one of the first enterprise AI communication frameworks of its kind.
When Proximus, Belgium’s largest provider of digital communication and IT services, recognised the potential, we joined forces to evolve it into a unique Proximus product that powers customer interactions at scale.
In parallel, Proximus also 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. With the invetion of Generative AI models, Yoda has now been evolved into an LLM-powered HR chatbot, connected tightly with #Interact.
In addition to Yoda, #Interact has been tightly integrated with Enco. Enco is an API marketplace and this integration seamlessly connects #Interact to wide range of telecom, IoT, and data capabilities such as voice automation platform enabling multilingual inbound and outbound call orchestration via NextGen Voice service.
With Proximus ramping up its AI capabilities in the Age of Agentic AI systems, has become the orchestration backbone of its digital communication and AI strategy; it connects people, systems, and intelligent agents across the organisation and its clients.
Looking ahead, and entering the next chapter of its partnership with Faktion, Proximus aims to expand #Interact’s market presence, acquire new customers, and enrich the platform to meet the evolving requirements of existing clients.
Faktion’s role in the next phase:
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.
Empowers marketing and service teams to launch personalised outbound campaigns across SMS, WhatsApp, and Messenger. With real-time tracking and response analytics, enterprises can improve conversion rates and maintain meaningful two-way 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.
Empowers marketing and service teams to launch personalised outbound campaigns across SMS, WhatsApp, and Messenger. With real-time tracking and response analytics, enterprises can improve conversion rates and maintain meaningful two-way 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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