Questions, answered directly.

Voice, live chat, email, social media, SMS, and in-app messaging — unified under a single customer record, so context follows the customer instead of being repeated on every channel. Response-time SLAs and tone guidelines are set per touchpoint.

ACES agents work inside your stack rather than a parallel system. Standard integrations include Zendesk, Salesforce, HubSpot, and Intercom, and custom stacks are supported. Quality monitoring runs on every channel against a single scoring rubric.

Onboarding starts with a channel audit and knowledge-base build, followed by agent certification on your product, tone, and escalation map. Delivery then runs KPI-managed with real-time dashboards and weekly business reviews.

Inbound customer care, order support, and account servicing under strict service-level commitments; outbound sales, win-back, and reactivation campaigns with per-campaign conversion reporting. Blended agent pools shift between inbound and outbound as volume demands.

Contact strategies are built compliant from the start: enforced calling windows, consent management, and do-not-call hygiene. Scripts are co-developed with your team and reviewed before campaigns launch.

Campaigns are measured on outcomes, not dials: outbound conversion rate, right-party contact rate per hour, and inbound service level, with CSAT protected while campaigns run. Telemetry is reported daily with rapid script iteration.

Both. Appointments are booked against qualification criteria you define, with calendar and CRM integration so every appointment is traced from first dial to held meeting.

Automated confirmation sequences over SMS and email, calendar integration, and same-day rebooking on cancellations. Show rate — held appointments versus booked — is a primary reported KPI.

Churn-risk outreach and save campaigns triggered by your retention signals, plus win-back programs for lapsed customers with offer testing. Save rate and revenue influenced per campaign dollar are reported per cohort.

Data entry and data hygiene, order processing and returns administration, claims processing and eligibility verification, reconciliation and reporting workflows, and document processing with structured data extraction — all with SLA-bound turnaround times.

Accuracy floors are written into the engagement, enforced through dual-verification quality controls and sampled QA scoring on every workflow, every week. Error rates are reported against the contractual floor with audit-ready documentation.

Work runs on your systems under your access controls, provisioned on least-privilege terms during onboarding. Information security management is ISO 27001 certified.

Dedicated — the same person every day, fluent in your preferences, with backup coverage guaranteed so support never depends on one calendar.

Calendar management, travel coordination, meeting preparation, inbox triage under your rules, research and structured deliverables on deadline, and operations support such as CRM upkeep, reporting, and vendor coordination.

Onboarding covers tool access and preference mapping, followed by a two-week calibration period with structured feedback loops. Delivery then runs daily with weekly summaries of what shipped, what's pending, and what needs your decision.

Copy, design, and video editing against your brand guidelines; campaign builds, QA, scheduling, and performance reporting; social media management; email marketing operations including segmentation and deliverability hygiene; and creative asset versioning and localization across markets.

Engagements start with brand immersion — guidelines, tone, and approval workflows — and a pilot sprint to calibrate quality. First-pass brand compliance is a tracked KPI, and social responses follow brand-protective protocols.

Sprint-based production on shared boards with structured review cycles. Velocity (assets shipped per sprint) and request-to-delivery turnaround are reported weekly against SLAs.