Capability · 01
Inbound calls
Multichannel inbound reception orchestrated by TYRIA. Your customers find an answer on the first contact — not a menu, not a transfer, a resolution.
- Multichannel inbound customer service — unified voice, email, chat
- Complaints and after-sales handling with full traceability
- Appointment booking and calendar qualification
- Hotline and 24/7 phone duty when required
- Dynamic scripts driven by root-cause analysis (CKMEP)
Committed KPIs
< 4min
AHT — Average handling time
> 85%
FCR — First-contact resolution
> 4.2/5
CSAT — Post-call satisfaction
Capability · 02
Outbound calls
Sales prospecting, qualification, surveys, collections. Agents trained on your offering, steered by TANIT real-time quality scoring.
- B2B and B2C sales prospecting — qualified files
- Lead qualification and pre-sales nurturing
- Satisfaction surveys CSAT, NPS, quantitative studies
- Amicable collections, GDPR-compliant
- Live coaching by MAGON (the prescriptive Oracle)
Committed KPIs
> 12%
Average conversion rate
91/100
Audited quality score
100%
GDPR & restricted-terms compliance
Capability · 03
Multichannel customer service
Phone, email, chat, social media — one journey, one team, one voice. The PUNIQUE knowledge base is enriched by AI and synced on every interaction.
- Unified phone, email, chat, social media
- Omnichannel handling with consolidated customer history
- Seamless customer journey — one case, every channel
- AI-enriched knowledge base (PUNIQUE)
- Consolidated multichannel reporting in real time
Committed KPIs
> 4.2/5
Average CSAT across all channels
+38
Measured NPS uplift (vs baseline)
100%
Interactions evaluated (zero sampling)
Capability · 04
Technical support
L1/L2 help desk, remote diagnostics, incident handling with automated escalation by BARCA. SLAs are not promises — they are monitored signals.
- Tier 1 and tier 2 help desk — voice & ticketing
- Remote assistance and guided diagnostics
- Incident handling and escalation — 3-step protocol
- SLA monitoring and real-time reporting by BARCA
- On-call duty and regulated-urgency handling
Committed KPIs
> 95%
Measured SLA adherence
L1+L2
In-house coverage, no subcontracting
Capability · 05
Back-office & BPO
Case processing, data entry, archiving, quality control. Traced, audited, compliant processes — because zero error is not a slogan.
- High-value administrative case processing
- Data entry and database updates
- Document management and GDPR-compliant archiving
- Quality control and regulatory compliance
- Daily progress reporting
Committed KPIs
< 0.5%
Operational error rate
GDPR
Native European compliance
Capability · 06
Chat & Digital
Live chat, social media moderation, email management, hybrid AI + human chatbot. Digital does not replace voice — it complements it.
- Live website chat — full-stack integration
- Social media management — moderation & replies
- Email management with contractual SLAs
- Hybrid chatbot (AI + human) — seamless handover
- QADISHTU copilot for real-time suggestions
Committed KPIs
24/7
Hybrid chatbot coverage
EN · FR
DE · IT
Natively supported languages
