BPO automation suite

Voice and ticketing, WhatsApp and lead distribution, and multi-tenant operations for a BPO

The challenge

A BPO must answer every call and track every commitment across several clients at once.

Inbound calls, chats and emails must reach the right bot or agent without callers being bounced around.
Each interaction should become a ticket and be quality-scored. Done by hand, this is a full-time job that slips under volume.
Leads, brochures and ticket updates must reach sales or the customer, which by hand means someone forwarding WhatsApp messages all day.
Each downstream client needs proof of uptime and SLA compliance.

What we built

Part 1
Voice and ticketing infrastructure
- One IVR and multi-bot router across phone, chat and email sends callers to a sales bot, support bot, billing bot or human agent on one number, with no dead ends.
- Three voice agents handle conversations.
- An auto-ticketing engine opens or updates a ticket per interaction and scores the call against the client's own QA rubric.
- Unresolved issues escalate to a human agent with full context attached.
Part 2
WhatsApp and lead distribution
- New industry leads, brochure requests and ticket status changes trigger automated WhatsApp sends, with no manual PDF attachments or status typing.
- A lead router sends qualified leads to sales and routine updates to customers.
Part 3
Multi-tenant operations and reliability
- Tenant isolation keeps each client's calls, tickets and data separate.
- Redundant infrastructure and concurrency management are built to hold up at peak volume.
- A per-client usage and SLA dashboard reports cost, volume and performance without a manual month-end pull.

Architecture

WhatsApp and lead distributionOpen full size

Scope

Verified
11
Automations built across the three engines
Verified
3
Engines: voice and ticketing, WhatsApp and leads, multi-tenant ops
Verified
4
Channels unified: voice, chat, email, WhatsApp
Qualitative
Isolated
Multi-tenant model, one infrastructure, separate per client

This page shows scope, not performance. Real percentages and SLA figures replace these once the build is tied to a named engagement.

Tell us your use case. We will build and run it.