Services
Two portfolios. One operating model. Every outcome you need.
AiCX delivers 49 services across two complementary portfolios — BPO/BPOaaS for operations at scale, and AiCX for AI-driven customer experience. Mix, match, and scale as you grow.
What We Do
Choose your portfolio
Two complementary services lines, fully integrated. Most clients use both.
How We Deliver
The AiCX operating model
Blended delivery
Onshore, nearshore, and offshore — designed around your economics and risk profile.
AI-native operations
Every program ships with AI assist, analytics, and automation built in — not bolted on.
Enterprise compliance
SOC 2, PCI, HIPAA, GDPR, FedRAMP-aligned. Audit-ready by default.
Outcome-based
Pricing aligned to the metrics that matter — CSAT, FCR, AHT, NRR, recovery rate.
Full Directory
Every service, in one place
Browse the complete portfolio. Click any service for an in-depth overview.
BPO / BPOaaS
- B2B & B2C Call Center / Customer Service24/7 omnichannel customer service for consumer and enterprise audiences.
- Inbound / Outbound SalesEnd-to-end sales programs: qualification, appointment setting, closing.
- Account ManagementDedicated reps managing retention, upsell, cross-sell, and QBRs.
- Billing & Loan SupportPayment processing, billing inquiries, loan servicing, hardship programs.
- Collections / Receivables ManagementCompliant first- and third-party collections, ARM/RCM, skip tracing.
- Customer Relationship Management (CRM)CRM administration, data hygiene, integration, dashboards.
- Claims Surge ServicesRapid-deployment claims teams for insurance, FEMA, and disaster response.
- Back Office SupportData entry, document processing, order management, exception handling.
- Chat / Email SupportAsynchronous digital engagement with AI-assisted agent responses.
- Social Media ManagementCommunity management, response handling, sentiment monitoring.
- Brand ReputationContent moderation, review response, crisis communication support.
- Quality AssuranceCall monitoring, scoring, coaching, AI speech analytics.
- Technical SupportTier 1/2/3 support, troubleshooting, knowledge base management.
- Mystery Shopping / Market ResearchCX measurement and competitive intelligence.
- Lead Generation / ManagementOutbound prospecting, MQL/SQL handoff, nurture campaigns.
- Recruitment Process Outsourcing (RPO)End-to-end recruiting: sourcing, screening, onboarding, employer branding.
- Tier 1 Help DeskInternal IT help desk, password resets, ticket triage, ITIL-aligned.
- Data Retention, Backup, RecoveryEnterprise backup, compliance (HIPAA, SOC 2, PCI), recovery testing.
- Disaster Recovery / Business ContinuityDR planning, BCP development, geographic redundancy across 6 regions.
- Managed IVRHosted IVR design, deployment, optimization, and analytics.
- NOC Services (Monitor & Escalate)24/7 network operations: monitoring, incident management, escalation.
- CX Strategy & WFMCX consulting, journey mapping, forecasting, scheduling, intraday adherence.
- Infrastructure as a Service (IaaS)Cloud infrastructure across AWS, Azure, and GCP — fully managed.
- ColocationTier III/IV data centers with redundant power, cooling, and connectivity.
- Outsourced Technical ServicesField tech dispatch, depot repair, configuration, lifecycle management.
AiCX Solutions
- AI Applications & Managed ServicesLLM assistants, RAG pipelines, classification models — operated as a service.
- API Integration ToolsPre-built and custom integrations across CCaaS, CRM, ticketing, and telephony.
- BOT DevelopmentConversational and task-automation bots with ongoing tuning.
- AI Virtual AgentsVoice and chat agents with seamless human escalation.
- Natural Language Processing (NLP)Intent classification, entity extraction, sentiment, summarization.
- Custom TelephonyBespoke telephony platforms, SIP trunking, advanced call routing.
- CX ApplicationsCustom agent desktops, knowledge bases, customer portals, journey orchestration.
- Systems Integrator / VARAiCX as SI/VAR for leading CCaaS, CRM, AI, and telephony platforms.
- Market Research / Mystery ShoppingAI-driven sentiment, digital mystery shopping, competitive analytics.
- Advanced AnalyticsSpeech, text, interaction analytics; predictive models; BI dashboards.
- SMS / MMS / RCS / Mobile MessagingCarrier-grade messaging at scale with A2P 10DLC compliance.
- Dialer StrategyPredictive, progressive, preview dialing with TCPA compliance.
- In-Call AssistReal-time agent assist: next-best-action, knowledge surfacing, auto-notes.
- Multilingual TranslationReal-time AI translation across 50+ languages for voice and chat.
- Branded Caller-ID & ReputationSTIR/SHAKEN, branded display, number reputation management.
- VoIP / SIP / Telephony / CarrierCarrier-grade voice infrastructure with global termination and redundancy.
- IT ServicesManaged IT, endpoint management, identity, security, and helpdesk.
- Voter OutreachCompliant voter contact: ID, persuasion, and GOTV campaigns.
- Intelligent Virtual Assistants (IVAs)Enterprise IVAs handling complex multi-turn voice and chat conversations.
- Small Language Models (SLMs)Domain-specific, cost-efficient SLMs for sensitive workloads.
- AI Agents for Humans & AgentsAI copilots augmenting customers and agents in real time.
- AI SecureVoiceVoice biometrics, deepfake detection, and fraud prevention.
- AI-Enabled CCaaSContact-Center-as-a-Service with native AI agent assist and analytics.
- AI-Enabled CPaaSCommunications platforms with built-in AI orchestration.
Not sure where to start?
Tell us about your operation and we'll map the right blend of BPO and AiCX services to your goals.