BPO & outsourced contact centers
Every Client Account. One Contact Center.BPO call center software for running many client accounts on one floor.
Give each client its own numbers, queues, caller IDs and scoring criteria, and let agents work more than one account between calls. Share a dashboard with the client as a link, so everyone walks into the review with the same figures. Every call is recorded and logged.
- Numbers and queues per client
- Every call scored
- Live now on Dialer Plus
How a call moves through it
- A client’s customer callsOn that client’s own number
- Routed by skillTo agents trained on that account
- An agent answersWith the caller’s record open
- Scored and loggedTranscript, score and outcome on every call
- The client sees itOn a dashboard shared as a link
What Goes Wrong Today, and What Changes.
Today
The client’s review opens with service-level numbers, and you only found the breach when the monthly report landed.
With Adoptiv
Build a dashboard for each account and share it with the client as a link, no login needed, so both sides walk in with the same figures.
Public linksToday
Agents sit idle on a quiet account while another client’s queue backs up two rows away.
With Adoptiv
Skills-based routing puts one agent on several clients’ queues, and between calls they work that account’s texts from the same numbers.
Skills-based routingToday
Every account arrives with its own suppression rules, and the indemnity clause points back at you.
With Adoptiv
Every number is screened before it is dialed, against federal Do Not Call, known litigators and the lists you load for that account.
Compliance screeningToday
QA hand-scores a sample, the client scores a different one, and calibration turns into an argument.
With Adoptiv
On AI+ and Dialer Plus, AI call analysis reads every call, not a sample: transcripts split by speaker, sentiment, a score and a compliance reading.
AI call analysisA New Client Account, Live in Three Steps.
Set Up the Account
Buy numbers for the client, draw its call flow and queues, and load its suppression lists. Outbound work runs as its own campaign.
Give Agents Skills
Tag agents for each account they are trained on. Calls only reach agents who match, and ring strategies share the load.
Share the Results
Every call is recorded, scored and logged. Share the account’s dashboard with the client as a link.
What BPO Call Center Software Does, Account by Account.
BPO call center software runs calls for several clients from one contact center. Each account gets its own numbers, call flows, queues and caller IDs, while agents, supervisors and QA work a multi-client call center from one screen in the browser.
It is outsourced call center software built around one problem: an agent idle on a quiet account while another client’s queue backs up. Skills-based routing lets one agent take calls for several clients, and ring strategies decide who gets the next one. Between calls, agents work the account’s texts in the SMS inbox, so agent utilization is spent on another account rather than on waiting.
For outbound work, the BPO dialer runs each client as its own campaign, with its own pacing, abandoned-call limit and caller IDs. Every number is screened before it is dialed, and smart caller ID picks the number each contact is most likely to answer. The dialer is live on Dialer Plus and Enterprise.
On AI+ and Dialer Plus, call center quality assurance runs on every call rather than a sample: transcripts split by speaker, sentiment, a score and a compliance reading. Supervisors can listen, whisper or barge on live calls. Then the client reporting dashboard is the same view you use, shared as a link.
Everything a BPO Floor Needs, for Every Client Account.
Built for Floors That Answer to Clients.
BPO Call Center Software vs a Separate Setup per Client.
| What | A separate tool for each client | With Adoptiv |
|---|---|---|
| Client numbers and routing | A separate tool for each client: Set up in a different tool for each account | With Adoptiv: Numbers, flows and queues per client, on one platform |
| Idle agents | A separate tool for each client: Stuck on a quiet account | With Adoptiv: Skills put them on other clients’ queues and texts |
| QA | A separate tool for each client: A hand-scored sample each week | With Adoptiv: Every call transcribed and scored, on AI+ and Dialer Plus |
| Client reporting | A separate tool for each client: A monthly spreadsheet export | With Adoptiv: A dashboard shared as a link |
| Do-not-call | A separate tool for each client: Each client’s list kept apart | With Adoptiv: One internal list across the floor, plus per-account suppression |
The dialer is live on Dialer Plus and Enterprise. There are no isolated client sub-accounts: roles and permissions decide who sees which account.
Your Questions, Answered.
What is BPO call center software?
Software an outsourced contact center uses to run calls for several clients at once: numbers, routing, dialing, recording and QA for each account, on one platform.
Can each client have its own numbers and queues?
Yes. Buy numbers for each client and point them at that client’s own call flow, queues and business hours. Outbound, each client runs as its own campaign with its own caller IDs.
Does Adoptiv include a BPO dialer?
Yes. Predictive, power and preview dialing with voicemail detection are live on Dialer Plus and Enterprise, set per campaign. Dialer minutes are billed per minute from your prepaid wallet.
Can clients see their own results?
Yes. Share an account’s dashboard as a link that works until the date you set, with no login. It is a read-only view, not a client portal with its own logins.
Is there a separate do-not-call list for each client?
Not yet. You can load suppression lists per campaign, but the internal do-not-call list is one list across the floor, so an opt-out taken on one account stops the dial on every account. That is blunt, but never the wrong way round.
Can each client have its own separate account and admins?
Not yet. Adoptiv runs as one workspace. Roles, permissions and sharing rules decide who sees which account’s records, but there are no isolated client sub-accounts, per-client admins or white-labeled logins.
Does Adoptiv include workforce management or per-client billing?
No. Forecasting, scheduling and adherence are not built in, and nothing bills by client, minute or productive hour. Keep your existing tools for those.
How do you keep agent utilization up across clients?
Give agents skills for more than one account, so a quiet account’s agents take calls from a busy queue, and let ring strategies decide who gets the next call. Between calls they can work the SMS inbox.
Is Adoptiv SOC 2 certified?
Not yet. The SOC 2 audit is in progress, not complete, and the security page states where it stands. Expect your clients’ security questionnaires to ask.
How does QA work across several clients?
AI call analysis reads every call: a transcript split by speaker, sentiment, a score and a compliance reading. AI call analysis is unlimited on AI+ and Dialer Plus.
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Put Every Client Account on One Floor.
Book a demo and we’ll walk through your accounts, or start a free trial to set up numbers and queues. The dialer comes with Dialer Plus.
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