All-in customer experience management

Customer challenges can be great opportunities to build loyalty. Customers remember moments when brands transform a negative interaction into a positive customer experience. Our agents are armed with deep industry knowledge—across financial services, healthcare, e-commerce—and a thorough understanding of your business. That means they’re empowered to take the shortest route to high-value outcomes, even if that means going off-script. That’s the kind of world-class CX we’ve helped disruptors pioneer. It’s effective because you get:

Faster speed to proficiency and excellence: Agents onboard and exceed performance targets faster with an artificial intelligence platform that listens to calls and suggests the next best action in a split second and can flag potential compliance issues before they become regulatory complaints.

Extended feedback loop: The momentum doesn’t stop after setup. By focusing on interaction analytics and customer feedback, your support team, led by your dedicated solution manager, will provide actionable insights to drive people, process, and product enhancements.

Ongoing gap analysis: The always-available Training and Quality teams are your conduit to fill any knowledge or process gaps quickly and effectively, and address any system challenges.

Case Study: Speed up response time; drive complaints down

Data privacy and security have never been more important whether you’re in fintech, retail, healthcare, or any industry that values customer relationships. Your customers need to know you’ve got their back … We’ve got yours.

Reduce compliance risk while minimizing losses and customer friction with our tenured specialists and experienced leadership in identity verification, KYC/KYB, fraud, and dispute and chargeback management.

Sleep better knowing data security is built into our entire organization—not just for one program, one wing, or one site. Every Ubiquity agent works in a PCI-, HIPAA- and SOC2-certified environment. No data is ever stored locally on an agent’s system.

Information security and data privacy training are ongoing.

Compliance and quality audits keep you at 99+% compliance.

Ongoing insights & business transformation: Optimizing the customer journey is a continuous effort, and it requires visibility into your support team’s performance as well as front-line insights from customer interactions and feedback.

Transparent reporting: Gain immediate visibility from daily performance and disposition reporting, call listening and weekly Quality & Operations calibrations.

Quarterly business reviews measure performance against your most important goals, include actionable productivity analysis; key recommendations for enhancements; and demonstrate your Return on Outsourcing investment.

Ubiquity is well … ubiquitous—we make sure your customers can connect with your brand (and you can connect with us) on any device, in any channel, and at a standard that exceeds expectations.

Ubiquitous delivery: Our contact center model provides uniform security, flexibility, and scalability to match your business demands, whether you need in-center, in-cloud, or a hybrid.

11 locations, 4 continents, 8K+ employees.

20+ Languages.

Enables 24/7 CX.

Redundancy built-in.

Account managers leverage global talent internally to ensure you have access to the right expert advisers the moment you need them.”