BPOs
Connect your teams around every client program.
Build coordinated customer operations for outsourced service. Bring channels, agent workflows, quality management and client reporting together around the requirements of each program.
Customer operations shaped around each client
Business process outsourcing providers need to organize people, conversations and follow-up around different client requirements. Define the customer journey for each program, give agents useful context and build a clear process for reviewing service quality.
CCaaS for customer operations
Explore cloud contact-center delivery for inbound service, outbound engagement and distributed teams. Define capacity, channels, access and reporting around the programs you operate.
Explore solutionClient-program journeys
Plan queues, routing, agent responsibilities and escalation for each client engagement. Agree the required account structure and access controls for the deployment.
Explore solutionRecording and investigation
Use LogFinity Call Recording to support interaction review and investigation. Define recording coverage, retention, permissions and retrieval requirements with each client.
Explore solutionQuality management and coaching
Structure evaluations and coaching around the service expectations of each program. Combine quality review with relevant interaction records.
Explore solutionAI Speech Analysis
Explore transcription and analysis of recorded conversations to identify recurring topics and review opportunities. Confirm language coverage and analysis requirements for each program.
Explore solutionConnected agent workflows
Connect supported client CRM, ticketing and business systems. Retrieve authorized customer information, create cases, update records and capture the next action within the agreed workflow.
Explore solutionTurn conversations into useful action.
Illustrative journeys to configure around your approved information, systems and operating processes.
Outsourced customer support
Route an inquiry to the relevant program, retrieve permitted customer context and create or update the support case. Pass the issue and collected details to the right specialist when needed.
Sales inquiry and follow-up
Collect the prospect’s requirements, record the inquiry in the connected system and assign follow-up according to the client’s qualification and ownership rules.
Quality review across programs
Review recorded interactions using agreed evaluation criteria. Use AI Speech Analysis where configured to surface topics and identify conversations that need closer review.
Start with the service you need to deliver.
Bring your customer journeys, existing systems and operational priorities. We will help define a solution and deployment around them.
- The channels and workflows required by each client
- Agent locations, queues, skills and escalation responsibilities
- Client-system access, data handling and reporting
- Recording, evaluation, language coverage and deployment capacity
Features, integrations, account structure, access controls, language coverage, capacity and service commitments are confirmed for the chosen deployment.