Capabilities

Everything you need for your RFP. One page.

Channels, SLAs, technology, compliance, and engagement model. Copy what you need. Or download the PDF.

Channels

Communication channels supported.

Channel	Support Level	Notes
Voice (Inbound)	Full	Primary channel. NICE CXone. Dedicated or shared agents.
Voice (Outbound)	Full	Campaigns, follow-ups, appointment setting, surveys.
Live Chat	Full	Web chat with AI assist and auto-routing.
Email	Full	Ticket-based and real-time response workflows.
SMS / Text	Full	Two-way messaging with CRM integration.
Social Media	Full	Facebook, Twitter/X, Instagram DM monitoring and response.
Back-Office	Full	Ticket processing, data entry, order management.

SLA Benchmarks

Final SLAs are negotiated per program. These are our standard benchmarks.

Metric	Benchmark	Measurement
Average Speed of Answer (ASA)	< 30 seconds	Monthly average across all calls
Service Level	80/20	80% of calls answered within 20 seconds
First Call Resolution (FCR)	> 70%	Measured by OttoQA disposition analysis
Abandonment Rate	< 5%	Monthly average, excluding IVR self-service
QA Score Average	> 90	OttoQA AI scoring 100% of calls
Compliance Rate	> 97%	Real-time OttoQA monitoring
Agent Occupancy	75 to 85%	Balanced for quality and efficiency
Schedule Adherence	> 92%	Real-time WFM tracking
CSAT	> 4.5 / 5.0	Post-interaction survey where applicable

Technology

Technology	Provider	Function
Contact Center Platform	NICE CXone	Omnichannel routing, IVR, WFM, analytics
Quality Assurance	OttoQA (proprietary)	AI scoring 100% of calls: quality, compliance, sentiment
Agent Assist	NICE Enlighten AI	Real-time guidance, knowledge retrieval, next-best-action
Auto-Summarization	NICE Enlighten AI	Eliminates after-call work. AI-generated call summaries
Agent Training	REDO (proprietary)	AI customer simulations before agents go live
Sentiment Analysis	OttoQA + CXone	Real-time and post-call sentiment tracking
Client Dashboards	Custom	Real-time ops visibility. Same view as supervisors
CRM Integration	Custom per client	Salesforce, HubSpot, Zendesk, ServiceNow, custom APIs

Industries

HIPAA. Patient support. Clinical escalation.

PCI/SOC2. Banks. Fintechs. Insurers.

DTC. Omnichannel. Brand protection.

State. Federal contractors. USA only.

Community resources. Crisis intervention.

Technical support. Customer success.

Engagement Model

Item	Detail
Pricing	$28 to $35/hr all-inclusive for USA agents. AI virtual agents on a per-minute usage model.
Setup Fee	Never more than $10,000. Cloud-ready as low as $7,000.
Minimum Program	No rigid minimums. Programs start as small as 10 seats.
Contract	SOW-based. No punitive lock-ins. Month-to-month available.
Implementation	14 days from kickoff to pilot launch.
Dedicated Team	Named agents, supervisor, and client services manager.
Reporting	Real-time dashboards + daily/weekly/monthly reviews.
Executive Reviews	Quarterly business reviews with senior leadership.
Scalability	Flex up/down without penalty. Holiday and peak coverage.
Hours	24/7/365 available. Business hours, extended, overnight.
Languages	English (primary), Spanish.
Location	Erie, PA headquarters + remote USA agents.

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