Get a better Return on Outsourcing

No matter how complex your business, we deliver world-class CX with every interaction. From customer care to technical support, sales and retention campaigns to sensitive loan and collection services, we put your customers first, using data and technology to drive faster, more personalized customer experiences.

Some outsourcers overestimate the power of digital and underestimate the power of their people. As an experienced BPO partner, we know you need technology that makes things easier for your customers to self-serve and makes it easier your agents to deliver the very best customer experience in every channel. 

Learn more about getting a Return on Outsourcing
How we’re different

5 pillars: Success starts and ends with you

Gain the control and confidence to Scale Fearlessly with a servicing model that’s built for your business.

Bespoke approach means greater agility

Be more adaptable to changing market conditions, customer demands, and business requirements with a tailor-made service delivery strategy. Every outsourcing engagement begins with a deep dive into your business needs and goals, then we work with you to craft a program that fits your KPIs and budget.

  • Solution design & implementation: Comprehensive program design consultation, including process and policy, training, QA program review and audit form customization, reporting parameters, and capacity planning 
  • Engaged brand ambassadors: We immerse support teams in your brand culture during our dynamic training sessions, as well as on-site branding, and plenty of SWAG. Coaching, incentives, and interactive learning develop agents into proud brand advocates.
  • Targeted technology: From call containment and optimizing self-service to increasing satisfaction and decreasing complaints, our technology targets your objectives.

Proactive intelligence fuels better decisions

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.

 

 

Startup CX Transformation

Specialized expertise so you can rest easy

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 organizationnot 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

 

Hit your KPIs & cost metrics with ongoing optimization

  • 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
happy customer support agent

On-demand for you and your customers

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, 7K+ 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.
What we do

All your CX services in one place

Customer care and retention

Technical support

Inbound and outbound sales

Payments and collections

Where we do it

We’re 100% multichannel

Global, multilingual call centers

Live and AI-enabled chat

Email

In-app & SMS

Social media

Interactive Voice Response (IVR)

Everything we do is for our customers. Ubiquity’s expertise helped ensure that we launched with full confidence, not only in our mission-driven products and services but in the overall support infrastructure we built. Together, we’re delivering the next generation of banking.

Hussein Ahmed Founder and CEO

This could be the beginning of a beautiful relationship.