Customer engagement & BPO
Call Center & Contact Center
Multilingual, omnichannel customer service and contact center technology, delivered on premises or in the cloud.
Overview
Our agents learn your products, processes and tone of voice. Service is available in Amharic, Afaan Oromo, Tigrinya and English, with other languages agreed as required. We also design, deploy and integrate the contact center platform itself.
Outsourced customer service
- Inbound enquiries, complaints and customer-care hotlines
- Outbound telesales, onboarding, surveys, renewals and payment reminders
- Voice, SMS, email, live chat, WhatsApp, Telegram and social support
- L1 IT help desk with L2/L3 escalation
- Banking and fintech support, KYC and back-office processing
- Call quality monitoring, CSAT, NPS and customer insight
Contact center technology
- IP PBX, ACD, IVR and agent desktop implementation
- Cloud contact center (CCaaS)
- CRM, core banking and ticketing integration
- Chatbots, voice bots and agent assistance
- Workforce management, call analytics and live dashboards
- Center setup, process design, KPI frameworks and agent training
What you receive
- Service scope, channel and language plan
- Agent training and operating procedures
- Platform configuration and integration
- Quality monitoring and performance reports