Multi-operation with governance
Separate data, rules, queues and reports per client and contract.
Industry expertise · BPO
Scale, quality and governance for BPO operations.
Outsourcing with technology built for multi-operation. 2CX solutions help BPOs standardize journeys, prove quality and deliver consistent results for every client, from customer service to back office.
Delivering results for your client's customer
BPO operations balance contracts with different scopes, demanding SLA targets and the need to continuously prove quality and productivity — all under margin pressure.
2CX provides the technology layer to run multiple clients with governance: integrated channels, process automation, intelligent agents, monitoring of 100% of interactions and indicators segmented per contract.
BENEFITS
Benefits for the operation
Process standardization
Structure consistent workflows, scripts and tagging across cells.
Efficiency through automation
Lower cost per interaction by shifting repetitive demands to automated journeys.
SLAs under control
Track queues, times and targets in real time and anticipate deviations.
Auditable quality
Monitor 100% of interactions and generate evidence for audits and clients.
Reports per client
Deliver segmented indicators for productivity, quality and results.
JOURNEYS
Journeys and applications
Outsourced inbound service
Run customer service, support and ombudsman channels with context and history per client.
Outbound operations
Run sales, collections and retention campaigns with high-performance dialing.
Back office and demand handling
Organize tasks, deadlines and workflows for back-office processes.
Digital service
Centralize WhatsApp, chat, email and social media in a single operation.
Self-service
Reduce assisted volume with IVR, portal and intelligent agents.
Quality management and training
Turn monitoring into development plans per cell and agent.
2CX SOLUTIONS
Recommended 2CX solutions
2CX Omne
Unifies channels, queues, histories and teams across contracts.
2CX Manager
Increases productive contacts in outbound operations with adaptive predictive dialing.
2CX Smart Agents
Automates voice and text journeys with contextual handover to people.
2CX Flow
Orchestrates multichannel campaigns and strategies with per-client rules.
2CX Quality AI
Evaluates 100% of interactions and automates quality monitoring per contract.
2CX Tabulador
Standardizes records, tagging, tasks and workflows across operations.
2CX Portal
Provides self-service to reduce repetitive demands.
RESULTS
Expected results
- Lower cost per interaction
- SLAs met with predictability
- Provable quality for audits and clients
- Standardization across cells and operations
- Fast scaling for new contracts
- Reliable indicators per client and operation
Next step
Your next conversation could change your operation.
Talk to a specialist and design an evolution scenario for your contact center.