October 2025 – European BPO provider Custom Connect has officially launched Myia, an AI-powered quality assurance and performance system designed for the contact centre industry. The platform, available from 1st October, has been built to deliver actionable insights, faster feedback loops, and compliance with the forthcoming EU Artificial Intelligence Act.
The launch marks Custom Connect’s move from internal deployment to full market availability. Originally developed to enhance the company’s own operations, Myia is now positioned as a commercial solution for customer service leaders seeking to balance efficiency, customer satisfaction, and regulatory compliance.
Built for Compliance and Empowerment
Unlike AI tools that rely on emotion recognition or opaque performance scoring – features now restricted under the EU AI Act – Myia is transparent, traceable, and designed around human empowerment.
“Our vision was clear: create a tool that strengthens quality, supports agents, and keeps businesses ahead of compliance challenges,” said Charlie Adams, CX Director at Custom Connect. “Myia is not surveillance technology. It’s a growth engine for agents, team leaders, and operations managers.”
Key design principles include:
- Empowerment, not monitoring – Agents receive coaching-style feedback that highlights strengths and clear improvement points.
- Transparency by design – All AI recommendations are open to human review.
- Compliance-ready – The system avoids prohibited practices and is architected to meet high-risk AI governance standards due in 2026.
From Insight to Impact
Myia analyses up to 100% of customer interactions, producing real-time dashboards and daily insights. Features include:
- Automatic call and chat summaries
- CSAT prediction and customer sentiment trends
- Configurable scorecards to match campaigns
- Compliance calibration for QA accuracy
- Dialogue anatomy and reason codes for root cause analysis
- Kudos and improvement tips that make feedback actionable
According to early adopters, the platform is already showing measurable impact. With case studies showing customer satisfaction scores rising after Myia was deployed, with agents reporting more clarity and motivation from the feedback process.
Market-Ready
Pricing has been kept simple, with all functionalities included under a single subscription. Starting at €2,995 per month for 3,500 transactions, the model is designed to offer scalability without hidden costs.
“AI in contact centres is entering a new era – one where compliance, explainability, and human-first design are essential,” Stijn Lathouwers, CEO. “With Myia, we are showing that AI can be innovative, ethical, and practical for every level of an organisation.”
About Custom Connect
Custom Connect is a European business process outsourcing (BPO) provider with operations in the Netherlands, South Africa, and Suriname. The company combines global delivery with a strong people-first philosophy, serving international clients across multiple industries.
Myia is the company’s first proprietary technology platform to be made widely available to the market.