Raya CX
Transforming BPO Operations: From Legacy to AI-Driven CX
Comprehensive digital and operational transformation for a leading business process outsourcing provider handling millions of customer interactions annually.
Challenge
Fragmented legacy systems, manual workflows, inconsistent service quality across regions, inability to meet SLA targets, and escalating operational costs.
Approach
Conducted full-scale operational and technology audit, designed unified customer experience architecture, selected and integrated modern contact center platform, established AI-assisted quality monitoring.
Execution
Phased implementation across three regional centers over six months. Change management and agent training embedded from day one.
Impact
40% improvement in customer satisfaction scores, 35% reduction in operational costs per interaction, 50% faster average resolution time, 98% SLA achievement.