Quality across dozens of accounts, on a 1% sample
Every client has its own brand voice and definition of a good call. A 1% sample, account by account, gives leadership a fragmented picture, and the gaps are where accounts are lost.
BPO & Outsourcing
Prove performance on every client account, every interaction.
Most outsourcers sample a handful of calls per agent per month, account by account. SystemsX analyses 100% of interactions across your entire operation, every client, every agent, every channel, so the picture you show clients is the complete one.
Outsourced customer service
Outbound sales & lead generation
Debt collection
Claims handling
HR & employment law advisory
Back office processing
Clients want evidence, not assurances
SLA reporting and quality scores are part of the deal. Outsourcers who show a client exactly how their account is handled keep accounts and win new ones. Those who can't are vulnerable.
The outsourcing trust gap
A brand handing you its conversations can't hear how it's represented. It relies on periodic reporting and your word, and that uncertainty caps outsourcing confidence.
Every call is someone else's brand on the line
Customers don't know they've reached an outsourced team. One call that contradicts a client's values can cause reputational damage far beyond the account's value, and you carry it.
Turnover keeps resetting the clock
BPO turnover is among the highest anywhere, and new starters must learn several brands at once. Those who can't find the right information make mistakes — straight into your SLAs.
One agent, many brand voices
Agents may switch client accounts within a shift, yet each customer expects a direct employee. Inconsistent voice or process is a top cause of client dissatisfaction.
A different rulebook for every account
A financial services account carries entirely different obligations to a retail one, and the cost of getting it wrong falls on you both. Vulnerability and compliance need oversight at scale.
Outbound campaigns you can't see inside
Contact times, consent, scripts and conversion all vary by campaign. Knowing which agents convert and how objections land needs visibility sampling can't give.
How SystemsX helps
One platform, configured per client account.
Four products that are smart alone and powerful together, each configured to the standards of every brand you represent, all feeding one operational picture.
Quality scorecards configured per client account, applied to every call, chat and email
Sense scores every interaction against each account's own configuration, so a financial services account is judged differently to a retail one. Dashboards drill down by client, team or agent, the coverage behind 55% supervisor hours saved and 85% better quality scores.
- Per-client scorecards: Metrics, Compliance, Tags, Categories, Behaviour, Flags
- QA, Compliance, Empathy and Behaviour scores rolled into CXS
- Drill-down dashboards by account, team, agent or interaction
- Automated summaries and transcripts cut post-call admin
Turn contact handling into customer insight your clients can't get anywhere else
Intelligence captures and structures what customers actually say, building a picture of behaviour, sentiment and intent beyond standard call data. Reported per client account, it adds strategic value, and for outbound, shows which approaches convert and which objections recur.
- Sentiment, intent and behaviour structured from every interaction
- Account-level insight reporting for client reviews
- Objection and conversion patterns across outbound campaigns
Every agent answers like a direct employee of the brand they're representing
Knowledge gives every agent the approved answer for the account they're handling, kept strictly separate per client. Change a product once and it's live for that account instantly, surfaced inside HubSpot, Zoho, Salesforce and Pipedrive.
- Main / Storage / External Libraries, separated per client account
- One update, instantly live for every agent on the account
- Surfaces inside HubSpot, Zoho, Salesforce, Pipedrive and more
- Faster time-to-competence for new starters
Extra capacity on every account, held to the same standard as your people
AI Agents handle high-volume routine work within the same client-specific frameworks as your people, configured per account. Every AI interaction is scored by Sense like a human one, so clients see one standard whoever handled the call.
- Configured per account: Campaign, Queue, Agent, Personality, Briefing, Flow, Guardrails
- Routine volume handled across voice, chat and email
- Every AI interaction scored by Sense like a human one
A Sense case study - World Travel Holdings
See Customer Stories
"All agents are coached. We have a much clearer understanding of what is working well and where our opportunities for improvement are."
Alex Dixon
Business Solutions Director, World Travel Holdings
Frequently asked questions
Have more questions?
Tell us about your client portfolio and how your operation runs, we'll walk you through how SystemsX is configured for multi-account environments.
Yes, that's the design. Each account gets its own configuration of Metrics, Compliance rules, Tags, Categories, Behaviour and Flags, so a debt collection account is scored against entirely different criteria to a retail customer service one. Agents working across accounts are measured against the standards of the account they're handling at the time.
Yes. Quality scores, compliance adherence, interaction summaries and trend reporting can all be made available to clients as evidence of how their account is genuinely being managed, transparent, on-demand visibility rather than a monthly report. Many BPOs treat this as a differentiator in new-business conversations.
In a private, governed system. Your interaction data and client-specific knowledge are never used to train public consumer AI models, and client accounts are strictly separated so information from one brand never surfaces on another. SystemsX is also AI-agnostic: underlying models can change, your data, configuration and governance remain.
SystemsX is built for teams working under regulatory expectations like these. Compliance rules are configured per account, applied to 100% of interactions rather than a sample, and adherence is evidenced interaction by interaction, including vulnerability identification and outbound contact rules. The regulatory obligations remain yours and your clients'; SystemsX gives you the systematic oversight and evidence to meet them.
Knowledge surfaces client-specific information in context inside the CRM and case management platforms your teams already use, including HubSpot, Zoho, Salesforce and Pipedrive, so agents aren't navigating extra systems during a live interaction. Sense analyses interactions across calls, chats and emails alongside your existing telephony and channel stack.
Every interaction an AI Agent handles is analysed and scored by Sense exactly like a human-handled one, against the same per-account criteria. Agents operate within configured Guardrails, Briefings and Flows, so your clients see one consistent performance standard across automated and human contacts alike.
BPO & Outsourcing
Show your clients what 100% visibility looks like.
A 30-minute walkthrough with a specialist, shaped around your accounts and the way your operation runs. See the platform on real workflows, no commitment, no pricing pressure.