CCaaS (Contact Center as a Service) is a cloud-based solution that helps manage customer interactions across various channels (phone/sms/email/chat). It can reduce costs, enhance customer experience, and offer greater flexibility for growth, security, and quality assurance scaling.

BPO (Business Process Outsourcing) allows you to outsource specific tasks, like customer support for inbound or outbound calls, and off phone support, to experts, helping reduce overhead, increase efficiency, and improve service quality.

We identify inefficiencies in your current setup and implement streamlined processes and technology, cutting costs through optimized staffing and advanced automation.

We provide access to over 300 technology suppliers, offering solutions like workforce optimization, agent assist, quality assurance scoring, reporting and analytics, and call transcription, all can be AI-powered tools, self-service automation, and more to enhance performance.

Most clients start seeing improvements within 30-45 days (about 1 and a half months) after implementation, depending on the complexity of the technology or BPO integration. As you step into more advanced solutions like AI, we can work with you to implement them in phases in order to secure ongoing growth and thoughtful return on your investment.

We conduct an in-depth no-cost assessment of your needs and match you with the best-fit BPO from our network of over 100 partners. We also manage the demos, comparisons, and support through contract negotiations.

We have extensive experience in healthcare, telecommunications, University Dental Schools, PBMs, and more, helping businesses of all sizes improve their contact center operations, off-phone production and customer/patient service.

We handle most of the heavy lifting in partnership with your best fit suppliers. Your team will need to provide key data for assessment, feedback on strategy, and will play a key role internally with operational implementation.

Yes, all our solutions are tailored to your specific business needs, from technology integrations, operations consulting, and BPO services, ensuring the best fit for your goals.

Not all Business Process Outsourcing (BPO) providers operate with the same model, and many are designed to align with your business’s specific needs. Some BPOs charge only for productive time and offer flexible scheduling options, like micro-shifts, instead of requiring full-time commitments. This means you avoid paying for downtime or shrinkage.

Additionally, certain BPOs include essential services—such as supervision, quality assurance, workforce management, and a dedicated account liaison—at no extra cost, reducing the need for internal management resources. By leveraging these efficiencies, a well-matched BPO partner can ultimately save your organization money, even with higher hourly rates.  Let us help you find the best fit BPO for your business from 100s in our brokerage.

In many contact centers, offhone support functions like quality assurance (QA) monitoring play a crucial role in maintaining service excellence. Typically, supervisors, managers, and QA analysts review, and score calls manually to ensure agents deliver high-quality service.

We can help streamline this process by introducing solutions that automatically transcribe, record, and evaluate calls and screen interactions. These tools not only score each call but also provide detailed feedback, highlighting where agents excel and where improvements are needed.

Imagine empowering your agents to walk through an automated quality review of their own performance, freeing up valuable time for your off-phone staff to focus on other critical tasks. With this approach, every call can be evaluated consistently and efficiently, enhancing overall quality and productivity.

In today’s contact centers, increasing call complexity can be a significant challenge. As self-service options handle simpler inquiries, live agents are often left managing more complex interactions, which can lead to longer handle times and potential declines in call quality.

One proven solution is the implementation of Agent Assist technology. This tool provides real-time support, guiding agents through calls with helpful resources such as chatbots that offer immediate access to standard operating procedures (SOPs), talk tracks, and next steps for the caller. This assistance reduces hold times, helps agents triage calls more efficiently, and enhances both productivity and call quality.

By equipping your agents with real-time guidance, you can ensure they handle complex interactions with greater accuracy, speed, and confidence—ultimately improving the customer experience.