Agentic AI for Smarter Lead Processing, Workforce Support, and SLA Excellence
Converiqo unifies lead capture, ticket routing, client self-service, employee support, and contact center operations in one AI-powered platform so BPOs deliver predictable, measurable outcomes.
Operational friction
BPO Companies Need Automation Across Lead Processing, Client Support & Workforce Management
Remove fragmented communication, manual escalations, and slow internal support with a unified agentic workflow layer.
High Volume Lead Processing
Enquiries flood multiple channels: email, calls, chat, social without automation, BPOs struggle to qualify, route, and respond fast enough to meet client SLAs.
Fragmented Customer Interactions
Clients contact via email, WhatsApp, phone, and chat for the same issue. Teams lack unified context, causing duplicate work and inconsistent responses.
Manual Ticket Routing & Escalations
Tickets get lost in email threads or spreadsheets. Escalations happen late, SLAs breach, and client satisfaction drops due to poor visibility.
Large Workforce Support Load
HR and IT teams drown in employee queries: leave requests, payroll issues, policy questions, IT tickets reducing time for strategic work.
Knowledge Gaps & Inconsistent Responses
New agents lack access to updated playbooks and SOPs. Knowledge lives in silos, leading to inconsistent answers and longer handle times.
Client Reporting & Compliance Pressure
Manual MIS, monthly reviews, and compliance tracking consume hours. Client escalations spike when visibility into operations is low.
Agentic AI Spine for BPO Operations Excellence
AI-powered lead processing, omnichannel customer support, ticket routing, workforce management, and client reporting keep agents, supervisors, and clients aligned.
Sales / Lead Engine
Capture, classify, and route enquiries from websites, campaigns, and partner channels with AI powered qualification and instant assignment.
Customer Self Service
Client stakeholders get instant answers on ticket status, FAQs, standard reports, and service requests without depending on email chains.
Contact Center & Ticketing Orchestration
Unify inbound and outbound interactions, auto-create tickets, enforce SLAs, and route escalations with real-time visibility.
Core automation modules
One Stack for Leads, Self-Service, Contact Center, Workforce & VoC
Each module removes manual overhead so BPOs can process leads faster, deliver consistent service, and meet SLAs reliably.
Automation Flow
Sales / Lead Engine - AI First Enquiry Processing
Capture enquiries from websites, landing pages, WhatsApp, email, social media, and partner channels with campaign and source tagging.
AI powered classification by industry, service requirement, deal size, urgency, and geographic region.
Auto enrich leads with company data, purchasing patterns, and predicted order volume to prioritize high value opportunities.
Instant routing to the right sales owners with guided scripts, checklists, and automated follow-up reminders.
Track funnel velocity: inquiry, qualified lead, proposal, negotiation, closure with SLA alerts and performance dashboards.
Surface high probability deals to management with forecast ready analytics and conversion tracking.
Self Service Flow
Customer Self Service - Client Portal & Transparency
Client stakeholders check ticket status, view FAQs, access standard reports, and raise new requests 24/7 without email dependency.
Secure self service portal shows interaction history, SLA status, resolution timelines, and pending actions across all channels.
Automated responses to common queries: order status, pricing tiers, service availability, compliance docs, and account updates.
Multi channel access via website widget, WhatsApp, Telegram, and email ensures clients get answers where they prefer.
Download invoices, compliance documents, and performance reports without waiting for manual email responses.
Escalation routing ensures high value clients get prioritized response while standard queries are handled automatically.
Service Flow
Employee Self Service - Workforce Support Automation
Employees apply leave, request shift changes, view attendance, check leave balances, and submit grievances on their own portal.
AI answers policy queries, HR FAQs, and benefit questions instantly, reducing HR team workload by 40 to 50%.
Digital workflows for onboarding, document collection, training assignments, and performance reviews.
Self service access to payslips, tax forms, certificates, and compliance documents without HR intervention.
Mobile ready portal ensures employees can access services from anywhere, improving satisfaction and reducing support tickets.
Automated reminders for compliance training, certification renewals, and policy acknowledgments keep teams aligned.
Ops Flow
HR Service Delivery - Internal Support Excellence
HR teams manage employee queries, leave approvals, payroll issues, and policy clarifications through structured ticketing workflows.
Auto-route HR tickets by category: payroll, benefits, policies, compliance, IT access, and facility requests.
SLA driven resolution ensures accountability with automated escalation for ageing tickets and high priority requests.
Knowledge base stores HR policies, FAQs, and procedures, enabling consistent responses and faster resolution.
Analytics dashboard shows HR ticket volume, resolution time, common issues, and team performance metrics.
Integration with HRIS and payroll systems reduces double-entry and ensures data consistency across platforms.
Service Flow
Ticketing System - Issue Tracking & SLA Management
Auto-create tickets from client emails, chat conversations, phone calls, and social media interactions with context capture.
Intelligent routing by category, priority, client tier, and agent skill set ensures tickets reach the right team instantly.
SLA timers track response time, resolution time, and escalation deadlines with automated alerts on breaches.
Hierarchical escalation workflows route ageing or high priority tickets to supervisors, managers, and leadership automatically.
Complete audit trail with ticket history, agent notes, client communications, and resolution evidence for compliance.
Close tickets with automated CSAT / NPS prompts and update client records and dashboards automatically.
Automation Flow
Contact Center Module - Omnichannel Orchestration
Unified inbox for inbound calls, emails, chat, WhatsApp, social media, and web forms with channel agnostic routing.
IVR routing and skill based agent assignment ensure calls reach the right agent with context pop ups and knowledge suggestions.
Outbound campaign workflows for list loading, sequencing, dialer integration, call outcomes, and SMS/WhatsApp follow-ups.
Real-time queue monitoring, intraday reallocation, and shrinkage tracking help supervisors balance workloads across teams.
Integration with existing dialers, CRMs, and ticketing tools without forcing replacement of current systems.
Performance dashboards show handle time, first contact resolution, queue metrics, and agent productivity across all channels.
Insight Flow
Knowledge Management - Centralized Playbooks & SOPs
Centralized knowledge base stores playbooks, SOPs, FAQs, scripts, and answers accessible to all agents and supervisors.
AI powered search surfaces relevant knowledge articles during live interactions, reducing handle time and improving accuracy.
Version control ensures agents always access the latest policies, procedures, and client-specific guidelines.
Knowledge analytics track which articles are most used, gaps in coverage, and areas needing updates.
Auto suggest knowledge articles based on ticket category, client type, and interaction history to guide agents.
Training workflows assign knowledge articles to new agents, track completion, and ensure consistent onboarding.
Insight Flow
Feedback / Survey - VoC Collection & Analysis
Collect feedback after ticket resolution, campaign interactions, and service touchpoints with automated CSAT and NPS surveys.
Multi channel feedback capture via email, SMS, WhatsApp, and in app prompts ensures high response rates.
Sentiment analysis identifies detractors, promoters, and passives to trigger recovery workflows and highlight success stories.
Client level and campaign level feedback aggregation shows satisfaction trends, common pain points, and improvement opportunities.
Automated reporting shares feedback insights with leadership, client success teams, and operations for data driven decisions.
Benchmark feedback scores across teams, clients, and time periods to track performance improvements and identify training needs.
Ops Flow
Workflow Automation - End to End Process Orchestration
Digitize checklists for client onboarding, campaign setup, quality monitoring, and monthly review processes.
Auto-trigger tasks when tickets are created, leads are qualified, SLAs are breached, or feedback scores drop below thresholds.
Sync with existing CRMs, dialers, HRIS, and reporting tools through APIs to reduce double-entry and maintain data consistency.
Surface daily workboards for agents, supervisors, managers, and leadership with prioritized tasks and performance metrics.
Maintain audit-ready logs for client reviews, compliance audits, and internal process improvements.
Link billing, incentive tracking, and performance reviews to workflow milestones automatically for accurate revenue operations.
Stakeholder outcomes
Benefits Across Leadership, Agents, HR Teams & Clients
Visibility, predictability, and accountability for every function across client operations and internal support.
BPO Leadership & Operations Heads
- Unified view of leads, tickets, SLAs, workforce metrics, and client performance across all teams and geographies.
- Real-time dashboards show queue backlogs, service levels, and team performance for proactive intervention.
- Automated client reporting and MIS reduce manual effort while improving transparency and client satisfaction.
Client Success & Account Managers
- Automated health scoring surfaces at-risk accounts ahead of QBRs and renewals.
- Live visibility into deliverables, escalations, and approvals keeps stakeholders aligned without manual chasers.
- Executive-ready updates, decks, and talking points are generated from live data to reduce prep cycles.
Agents & Supervisors
- AI-powered knowledge suggestions and context pop-ups reduce handle time and improve first-contact resolution.
- Unified console for tickets, interactions, knowledge base, and client history boosts productivity.
- Automated routing and workload balancing ensure agents focus on high-value work while standard queries are handled efficiently.
HR & IT Support Teams
- Employee self-service reduces HR ticket volume by 40-50%, freeing time for strategic initiatives.
- Structured ticketing and SLA tracking ensure employee queries are resolved faster with clear accountability.
- Knowledge base and automated responses handle common queries, allowing teams to focus on complex issues.
Quality & Compliance Leaders
- Real-time QA dashboards track policy adherence, audit readiness, and corrective actions across programs.
- Automated sampling, scorecards, and coaching workflows close skill gaps with traceable follow-ups.
- Digitized trails simplify ISO, SOC, HIPAA, and client compliance reporting with export-ready evidence.
Clients & End Customers
- Self-service portal provides instant access to ticket status, FAQs, reports, and service requests without email dependency.
- Faster response times and consistent answers across channels improve satisfaction and reduce frustration.
- Transparent SLA tracking and escalation workflows ensure every concern has ownership and a clear resolution path.
Deployment fit
Works for Every BPO Operation
From boutique contact centers to large-scale multi-client BPO operations.
Inbound Customer Support BPOs
Manage high-volume customer service, technical support, and help desk operations with omnichannel routing and SLA management.
Outbound Sales & Telemarketing Centers
Orchestrate lead generation, appointment setting, and sales campaigns with dialer integration and conversion tracking.
Contact Center Outsourcing Providers
Deliver unified customer experience across voice, email, chat, and social with quality monitoring and performance analytics.
Shared Services & Captive Centers
Streamline internal support for HR, IT, finance, and operations with self-service and structured ticketing workflows.
CX & Customer Experience Management Firms
Enhance customer journeys with AI-powered routing, knowledge management, and feedback-driven improvements.
Multi-Client BPO Operations
Manage multiple client accounts with separate workflows, reporting, and SLA tracking while maintaining operational efficiency.
Proof of impact
BPOs Deliver Better Outcomes on Converiqo
35%
Faster lead processing
40%
Ticket backlog reduction
28%
SLA adherence improvement
+0.6 NPS
Client satisfaction uplift
Customer voice
“Our contact center operations now run on a single platform-from lead intake to ticket resolution. Agents have instant access to knowledge, and leadership sees real-time SLA performance across all clients.”
Priya Sharma, Operations Director, GlobalConnect BPO
“Employee self-service and HR ticketing reduced our internal support load by 45%. HR teams can now focus on strategic initiatives instead of answering routine queries.”
Rajesh Kumar, Head of HR, TechSupport Solutions
Need-to-know
Frequently Asked Questions
Answers for BPO operations heads, client success managers, and contact center leaders.
How can agentic AI support modern BPO companies?
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Agentic AI automates enquiry handling, client onboarding, ticket routing, and internal support workflows. It helps BPOs manage high-volume interactions, multiple clients, and large teams while reducing manual overhead and delivering more predictable, SLA-aligned service outcomes.
What operational challenges do BPO businesses typically face?
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BPOs often struggle with fragmented communication, manual escalations, slow internal support, knowledge gaps, and inconsistent customer experiences across channels. Automation centralizes processes, connects teams, and ensures both client-facing and employee-facing requests are handled in a structured, measurable way.
How can automation improve visibility across BPO client operations?
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Automation consolidates tickets, interactions, SLAs, and escalation paths into a unified view. Leaders gain real-time visibility into queue backlogs, service levels, and team performance, making it easier to manage commitments across multiple clients and geographies.
How does AI help BPOs manage large contact center teams?
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AI-supported workflows route interactions to the right agents, surface contextual knowledge, and trigger automated responses for standard queries. This reduces handle time, improves first-contact resolution, and allows supervisors to better balance workloads across teams and shifts.
Which KPIs should BPO companies track using automation?
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Critical KPIs include first-contact resolution, average handle time, SLA adherence, ticket backlog, employee support response time, CSAT, and NPS. Tracking these metrics helps BPOs identify performance issues early and demonstrate measurable value to clients.
How does Converiqo's Lead Engine help BPOs win more clients?
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Converiqo's Sales / Lead Engine captures enquiries from websites, campaigns, and partner channels. It tags industry, service requirement, deal size, and urgency, then routes high-potential leads to the right sales owners improving response speed and proposal turnaround.
How does Converiqo's Customer Self-Service improve client experience?
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Customer Self-Service lets client stakeholders check ticket status, view FAQs, access standard reports, and raise new requests without depending on email chains. This reduces friction, shortens response cycles, and positions the BPO as a structured, transparent partner.
Why is Employee Self-Service and HR Service Delivery important for BPOs?
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BPOs run large, people-intensive operations. Employee Self-Service and HR Service Delivery give staff a digital front door for leave queries, payroll issues, policies, and onboarding tasks reducing HR load and improving employee satisfaction and retention.
How does Converiqo's Ticketing System and Knowledge Management support BPO operations?
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The Ticketing System converts client queries, incidents, and internal requests into trackable items, while Knowledge Management stores playbooks, SOPs, and answers. Together, they reduce repeated effort, improve consistency, and help new agents ramp up faster.
How do Converiqo's Contact Center Module and feedback tools add value?
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The Contact Center Module manages multichannel interactions, while Feedback / Survey tools capture satisfaction across clients, campaigns, and teams. This combination helps BPOs continuously refine scripts, processes, and training based on real client and end-customer sentiment.
BPO excellence
Ready to Automate Every BPO Workflow?
Plug Converiqo into your BPO stack to orchestrate lead processing, customer support, workforce management, and client reporting from one secure platform.