Contact centre platforms, WFM, quality monitoring and AI-augmented BPO ops for BPO providers, GCCs and captive contact centres.
We serve BPO + call-centre + contact-centre companies + GCCs + shared services + captive contact centres. Platforms cover contact-centre operations (inbound + outbound + omnichannel), workforce management (WFM), quality monitoring + coaching, AI-augmented agent assist, customer analytics + insights, and business process automation for back-office BPOs.
Signature capabilities include AI-powered agent assist (real-time next-best-action + response suggestion), sentiment + emotion detection during calls, AI voice + chatbot deflection, quality monitoring with 100% call sampling + auto-scoring, WFM with intraday re-forecasting, gamified agent performance, and back-office BPMS with document workflow automation. Compliant with client-side DPO requirements + GDPR + DPDP + PCI DSS + HIPAA (for healthcare BPO).
Concrete capabilities you get when you engage Ketpy for BPO & Contact Centers Solutions.
The kinds of businesses and use-cases BPO & Contact Centers Solutions is engineered to serve.
Inbound + outbound + omnichannel + WFM + QM + agent assist for BPO providers serving enterprise clients.
Global contact centre ops for GCC + captive shared services with multi-country + multi-language support.
Voice + chat analytics + customer insights + CX benchmarking for analytics-BPO providers.
Document workflow + F&A + HR + healthcare BPO with process automation + quality controls.
Measurable business benefits our customers report after adopting BPO & Contact Centers Solutions.
What you get when you partner with us on BPO & Contact Centers Solutions.
Certified senior engineers with 10+ years building Industry systems for regulated and high-growth businesses.
From discovery and design through implementation, deployment, and steady-state operations — one accountable team.
Two-week sprints with working demos, transparent burn-downs, and outcomes you can measure each fortnight.
Distributed senior teams in India, UK, US, and UAE — your delivery window matches your business hours.
ISO 27001 certified processes, SOC 2 ready, GDPR and HIPAA-aware controls baked in from day one.
Fixed-bid, time-and-material, dedicated squad, or staff augmentation — we match the model to your reality.
We map your business goals, current state, constraints, and the success metrics that matter to you. Output: a written brief with prioritised use-cases.
We define the right approach, target architecture, and a phased delivery plan with clear milestones, dependencies, and risk register.
Our architects design solutions that are scalable, secure, observable, and maintainable. We share the design with your engineers for review.
We build in bi-weekly sprints with working demos, automated testing, and code reviews. You see progress every two weeks, not at the end.
We roll out with zero-downtime strategies — blue-green, canary, feature flags — and a documented rollback plan for every release.
We hand over with full documentation and runbooks, then stay engaged for support, optimisation, and continuous improvement.
Tools and platforms we use day-to-day for BPO & Contact Centers Solutions. We are tool-agnostic — we pick what fits your stack.
Yes. AI agent assist integrates with Genesys + NICE + Amazon Connect + Cisco + Avaya + Talkdesk + Freshcaller. Real-time transcript + intent + suggested response overlays as a browser widget for agents.
Yes. AI voice bot handles common tier-1 queries (balance + status + IVR replacement) with sub-2-second latency. WhatsApp bot handles chat-first workflows with fall-back to human agent when confidence drops. Deflection rates of 40-60% are typical.
Multi-tenant with strict tenant isolation (encryption + IAM + audit logs per tenant). GDPR + DPDP + PCI DSS + HIPAA controls activated per client SLA. Right-to-audit for client compliance teams.
Yes. Multi-country + multi-language + multi-shift scheduling with statutory + holiday rules per country. Intraday re-forecasting adjusts staffing every 30 min based on actuals vs forecast.
Tell us what you are building and we will get back inside one business day with a written brief and a recommended next step.
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