On-site · EVX-managed facilities
Teams working from facilities EVX runs and supervises, with the controls that come with a managed floor.
BPO and contact center services built around your business
Customer service, sales and operational workflows run by dedicated teams — on-site, remote or hybrid — with technology and AI applied where they actually help.
What we run
Four groups, because a client rarely buys one service. They buy an outcome that needs several.
Customer Experience
The conversations that decide whether a customer stays.
- Customer serviceInbound support across the channels your customers already use.
- Bilingual supportEnglish and Spanish inside the same conversation, without transferring.
- OmnichannelVoice, chat, email and WhatsApp with one view of the customer.
- WhatsApp operationsThe channel that dominates Latin America, staffed and measured like a queue.
- Technical supportTiered troubleshooting with escalation paths that actually resolve.
- Customer retentionSave desks and win-back campaigns run against a target, not a script.
Revenue Operations
The outbound work that fills a pipeline and keeps it moving.
- Outbound salesTrained agents selling your offer, with your qualification criteria.
- Lead generationSourcing and qualifying so your closers only talk to people worth talking to.
- Appointment settingCalendars filled with confirmed appointments, not optimistic ones.
- Follow-upThe second, third and fourth touch that most operations never make.
- Customer reactivationGoing back to the list everyone else gave up on.
Operations
The work behind the conversation.
- Order takingTaking the order correctly the first time, into the system that fulfils it.
- Back officeData entry, verification, reconciliation and the administrative work nobody sees.
- Scheduling & dispatchCoordinating people, routes and appointments in real time.
- Healthcare workflowsScheduling, intake and follow-up for clinical operations.
- Administrative processesThe repetitive process you would rather not hire for internally.
People & Performance
What makes the operation improve instead of just continue.
- Dedicated teamsA team built around your operation, working your hours in your tools.
- Remote agentsVetted agents working remotely under EVX operational standards.
- RecruitingSourcing and vetting for the profile the operation actually needs.
- Quality assuranceReviews that produce a documented change, not a monthly score.
- CoachingFeedback tied to the specific interaction that triggered it.
- Workforce managementForecasting, scheduling and adherence so the queue is staffed when it matters.
How the team is delivered
The same operational standard applies whichever model you pick. What changes is where the people sit and how the capacity flexes.
Remote
Vetted agents working remotely under the same operational standards, monitoring and quality process as the floor.
Dedicated
A team assembled specifically around your operation. They learn one process — yours.
Hybrid
Facilities, remote talent, automation and AI combined in whatever proportion the process actually needs.
Nearshore
Delivery aligned with U.S. business hours and the Americas, from the Dominican Republic.
Where AI fits — and where it does not
Automation absorbs repetitive volume: order status, simple qualification, appointment confirmation. People keep the judgment calls, the exceptions and the conversations where the answer is not in a system. AI enhances the operation. It does not replace it. Anyone selling you the opposite has not run a floor at 7pm on a Friday.
Why this order matters
We staff and run the process before redesigning it, and redesign it before automating it. A broken process automated is a broken process at higher speed.
What we will ask on the first call
- What the process does today, in the order it happens.
- Where the volume comes from, and which contacts you would rather not receive at all.
- What you measure now, and what you wish you measured.
- What has already been tried, and why it stopped.
Connected capabilities