Your customers called.
America answered.
100% domestic agents. AI that scores every call. All-inclusive pricing. 15 years in business. Zero offshore seats. Ever.
What nobody in this industry
wants to say out loud.
2% of your calls get scored. The other 98% are invisible.
They bought a chatbot. That is their entire AI strategy.
30 to 50% turnover every six months. Your "team" is a revolving door.
March 26, 2026: the FCC votes on requiring offshore disclosure, onshoring incentives, and English proficiency standards.
15 years of data. Every claim sourced. See what happened and why onshoring is next.
See the Full Industry TimelineWe did not buy QA software.
We built it.
OttoQA is our own AI-powered quality assurance platform. We built it because nothing on the market scored 100% of calls. So we made something that does. Every Expivia client gets it included. No add-on. No extra cost.
Every call. Every metric. Your dashboard.
Quality scores, compliance flags, sentiment trends, coaching opportunities. Visible the moment each call ends. You see the same screen our supervisors see.
See OttoQA in Action
We do not just use CXone.
We help build it.
NICE CXone is the contact center platform that powers the industry. Expivia is the only BPO invited to sit on their Executive Customer Council. That means we are in the room when NICE designs new features, tests new AI capabilities, and plans the platform roadmap.
When you work with us, you get a team that knows CXone deeper than anyone. We implement faster, integrate cleaner, and build smarter because we helped design the tools we use.
Faster implementation.
We have built more CXone deployments than any independent BPO. Your program goes live in days, not months.
Early access to new AI.
We test NICE's newest features before they reach the market. Your program benefits from tools your competitors have not seen yet.
Integration that actually works.
CRM, helpdesk, knowledge base. We plug in clean because we know the platform at the architecture level.
What happens in your
first 14 days.
We have done this dozens of times. Here is the real sequence.
Discovery and scoping.
Your program, your systems, your pain points. We map everything before we build anything.
Systems and infrastructure.
CRM connected. Telephony configured. QA frameworks built. Your dashboard is live before the first call.
Agent training with REDO.
Agents practice with AI customer simulations until they sound like your team, not ours.
Pilot launch. Full monitoring.
Agents go live. OttoQA scores every call from day one. You watch it happen in real time.
Real clients. Real results.
A mid-market healthcare SaaS platform came to us after two years with an offshore BPO.
Agent turnover was destroying quality. Patients were frustrated. Leadership was flying blind. Within 90 days, our USA team hit a 40% first-call resolution increase and sustained 92+ QA scores. The client finally stopped worrying.
Secure support for a growing fintech.
Previous BPO added quarterly "technology fees." Total cost 35% over contract. We gave one price. Compliance hit 98% in month two.
Brand voice protection for a DTC brand.
Founder was answering emails at midnight. Started with 10 seats. Launched in 72 hours. CSAT hit 4.8 in the first month.
2840 W 21st Street.
Erie, Pennsylvania.
Not a virtual office.
All USA. All trained here.
People who stay.
A real building. Real people. A real American city. Tom Laird founded Expivia here 15 years ago because he grew up in this industry and believed there was a right way to do it. The address has not changed. The commitment has not changed.
What to expect on your
discovery call.
No pitch deck. No pressure. No follow-up spam. Here is exactly what happens.
Who joins
Tom or a senior ops leader. Not a junior SDR reading a script.
How long
30 minutes. We respect your time. If we need longer, we will ask.
What we cover
Your current setup, your pain points, what you need. We ask more than we talk.
What you leave with
Honest assessment. If we can help, we say how. If we cannot, we say that too.