Agentic AI Orchestration for
BPO Companies
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.
35%
faster lead processing
40%
reduction in ticket backlog
28%
improvement in SLA adherence
What is AI for BPO Companies?
Agentic AI that automates enquiry handling, client onboarding, ticket routing, and internal support workflows so BPOs manage high-volume interactions and multiple clients with predictable, SLA-aligned outcomes.
How does Converiqo help BPOs?
One platform for lead capture, client self-service, employee HR support, and contact center operations—unified inbox, auto-ticketing, SLA enforcement, and real-time visibility without replacing your dialers or CRMs.
What are the outcomes?
Up to 35% faster lead processing, 40% reduction in ticket backlog, 28% improvement in SLA adherence, and measurable client satisfaction uplift so BPOs deliver better outcomes and retain clients.
How Converiqo Runs BPO Companies
Automation and AI synchronize every step from lead capture to client delivery.
Sales / Lead Engine
Capture, classify, and route enquiries from websites, campaigns, and partner channels with AI powered qualification and instant assignment.
- Capture from websites, landing pages, WhatsApp, email, social, and partner channels with campaign tagging.
- AI classification by industry, service requirement, deal size, urgency, and region.
- Instant routing to the right sales owners with guided scripts and automated follow-up reminders.
Customer Self Service
Client stakeholders get instant answers on ticket status, FAQs, standard reports, and service requests without depending on email chains.
- Self-service portal for ticket status, FAQs, reports, and new requests 24/7.
- Secure access to interaction history, SLA status, and resolution timelines across all channels.
- Multi-channel access via website widget, WhatsApp, Telegram, and email.
Contact Center & Ticketing Orchestration
Unify inbound and outbound interactions, auto-create tickets, enforce SLAs, and route escalations with real-time visibility.
- Unified inbox for calls, email, chat, WhatsApp, social, and web forms with channel-agnostic routing.
- Auto-create tickets from client emails, chat, phone, and social with intelligent routing by category and priority.
- Real-time queue monitoring, intraday reallocation, and SLA alerts for supervisors.
Unified Ops & Governance
Give operations leaders an enterprise-grade command center that connects lead funnels, tickets, SLAs, workforce metrics, and client reporting in one place.
- Cross-cutting dashboards for leads, tickets, queues, SLAs, QA, and workforce KPIs across clients and geographies.
- Program- and client-level scorecards that surface risks, escalations, and opportunities before QBRs and renewals.
- Audit-ready trails for policy adherence, playbooks, and corrective actions to support enterprise and regulated accounts.
Why BPO Companies Choose a Unified Automation Platform
Leading BPOs use Converiqo to consolidate lead capture, client self-service, employee support, and contact center operations into one ecosystem.
Intelligent Lead Triage
Capture and classify enquiries from all channels with AI-powered qualification and instant routing to sales owners.
Client Self-Service Portal
Client stakeholders check ticket status, FAQs, reports, and raise requests 24/7 without email dependency.
Contact Center Orchestration
Unified inbound and outbound interactions, auto-ticketing, SLA enforcement, and real-time visibility.
Employee Self-Service & HR
Leave, payroll, policies, and onboarding in one portal—reducing HR ticket volume by 40–50%.
Unified Visibility & Reporting
Real-time dashboards for leads, tickets, SLAs, workforce metrics, and client performance across teams.
Compliance & Quality
QA dashboards, scorecards, and digitized trails for ISO, SOC, HIPAA, and client compliance reporting.
Key Challenges for BPO Companies
Agentic automation restores control across lead processing, client support and workforce management.
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.
How Converiqo Saves BPOs Money & Time
Quantifiable impacts on BPO and contact center operations with agentic automation.
Faster Lead Processing
Automated lead capture and AI-powered qualification help BPOs process leads up to 35% faster and meet client SLAs consistently.
Reduced Ticket Backlog
Unified ticketing, auto-routing, and SLA enforcement can reduce ticket backlog by up to 40%, improving client satisfaction.
Better SLA Adherence
Real-time visibility and intelligent routing help BPOs achieve up to 28% improvement in SLA adherence and fewer escalations.
Agentic AI Fabric for BPO Companies
Complete workflow automation from lead capture to client delivery, employee support, and contact center operations.
Sales / Lead Engine
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.
Customer Self-Service
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.
Employee Self-Service & HR
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.
Contact Center & Ticketing
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.
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.
Benefits Across BPO Stakeholders
Founders, crews, clients and partners experience calmer operations and faster answers.
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.
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.
Leaders on measurable change
35%
Faster lead processing
40%
Ticket backlog reduction
28%
SLA adherence improvement
+0.6 NPS
Client satisfaction uplift
“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
Frequently Asked Questions
Answers for leaders and ops heads.
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.
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.
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.
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.
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.
Converiqo 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.
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.
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.
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.
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.
Ready to Orchestrate Every BPO Operation?
Plug Converiqo into your BPO network to streamline lead processing, customer support, workforce management, and client reporting without ripping out your stack.