All-in customer experience management
We’re all about helping you scale your CX and your business. Delivering world-class customer experience is only the beginning.
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.
All your CX services in one place
We’re all about helping you scale your CX and your business.
Delivering world-class customer experiences is only the beginning.
How we’re different
5 pillars: Success begins and ends with you
Gain the control and confidence to Scale Fearlessly with a servicing model that’s built for your business
Bespoke Approach for Every Client
Every client, small to large, gets the same focused, relationship-based custom approach
Training & Development tailored to your needs
Flexible minimums and engagement lengths
Solution & Resolution Focused
Dedicated solution manager on every account
Responsive & Nimble—can pivot quickly to
Proactive approach to problem solving
Specialized Expertise & Highest
Level of Compliance—even if
you don’t require it
Financial services and banking operations compliant
Innovative technologies and learning programs
that manage complex operational, regulatory and network requirements
Ongoing Efficiency &
Ongoing, tech-driven tracking and monitoring to ensure efficient/effective service levels
Quarterly business reviews measure your Return on Outsourcing investment
Global reach means
you’re always on
11 locations, 4 continents, 8K+ employees
Secure work-from-home enables capacity, continuity, and quick remote ramping
Enables 24/7 CX
What we do
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.
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.
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.
Enables 24/7 CX.
Account managers leverage global talent internally to ensure you have access to the right expert advisers the moment you need them.”
How we work
We’re 100% multichannel
- Global, multilingual call centers
- Live & AI enabled chat
- Interactive voice response (IVR)
- Social Media
- In-app & SMS
How we work
We’re 100% multichannel
Live & AI
Founder and CEO, Oxygen
“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.”