Industry

BPO & Contact Centers

Evidence, quality, and automation without losing control

BPOs and Contact Centers manage interactions on behalf of third parties, under multiple regulatory frameworks, and with high exposure to audits and contractual demands. The need to demonstrate compliance, quality, and traceability is key to maintaining customer trust and ensuring contract continuity.

Industrias - Problemas del Sector_BPO-Contact-Center_v3

Main sector challenges

Lack of traceability and clear evidence.
Dependence on manual processes.
High operating costs that hinder scalability.

How CWS helps

At CWS, we help BPOs and Contact Centers evolve their service and communication offerings into high-value digital solutions, ready to offer to their clients, with a direct impact on operational efficiency and revenue, without the need for large investments in their own infrastructure.

It allows contact centers to automatically analyze their conversations to obtain actionable insights on performance, quality, and customer behavior.
Integrated into daily operations, it transforms every interaction into useful information to improve decisions, optimize processes, and elevate the customer experience.

Introduce 24/7 virtual agents that complement the human team, absorb call peaks, and allow service levels to be maintained even in high turnover or growth scenarios.

Voice biometrics solution allows contact centers to authenticate customers in seconds using their natural voice, without security questions or additional friction.
Integrated into daily operations, it reduces handling times, improves the user experience, and reinforces fraud prevention in every interaction.

Allows BPOs and Contact Centers to integrate certified fax and SMS directly into their daily operations, providing traceability and evidentiary validity in key communications.
Integrated with CRM and support platforms, it facilitates the sending of documentation, notifications, and formal confirmations in an agile and automated way.