Measurable Impact
86%
Decrease in agent interruption rate
11%
Increase in agent performance
98%
Speech Recognition accuracy
$180K
Annual contact center savings
Key features for BPO
Agentic AI
Reduce the cost per contact across client accounts without adding headcount for each contract.
A caller on one client program asks for an order status; a caller on another asks to activate a card. The Voice AI Agent resolves both instantly, each working from that program's own script and rules, no live agent required for either. Another caller cancels a request placed minutes ago, and it's done instantly.
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Agent Copilot
Keep live agents focused on the moments that need a person, and equip them to handle any account with confidence.
An agent moves between two client queues in the same shift; Agent Copilot surfaces that program's script and the caller's history so context never resets. When a caller doesn't speak the agent's language, Virtual Translator activates with a single click, covering multiple languages. A newly trained agent gets the same real-time guidance a tenured agent relies on.
Conversational Intelligence
See 100% of interactions instead of a small sample, and turn that into evidence that stands up to the client.
One client's calls keep running past target handle time; buried in a small sample, that pattern would surface only after the SLA is missed, but Conversational Intelligence flags it directly. It also detects when agents on a program apply policy inconsistently, giving supervisors the evidence to fix it before the client sees it.
Leading companies trust our conversational technologies
CONCENTRIX TURKEY
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How It Works for BPO
Start with AI
A caller contacts you about a routine request, a balance check, or a status update. The Voice AI Agent picks it up first and resolves it instantly in most cases. You get lower cost per contact and a customer who didn't have to wait.
Bring in a human
If it needs a person, the agent isn't starting cold. Agent Copilot hands off the conversation with that program's script and the caller's history already surfaced, translating in real time if needed. You get faster, more consistent decisions.
Learn from interactions
Every conversation, AI or human, gets analyzed. Conversational Intelligence scores it, flags anything urgent, and looks for the pattern behind it, a program running past SLA, or a policy applied inconsistently, giving operations the visibility to fix it early.
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Improve your conversational customer journey
Let’s go into detail on how SESTEK’s conversational solutions can improve your agent and customer experience.
Request a demo
Success Stories
Success stories that speak for themselves
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