We publish outcome figures only with the customer's written approval, so this slot stays empty until one is signed off. In the meantime the mechanism above is the honest version.
For BPO operations leadership
Margin, per programme, per seat
Every licence you pay per seat per programme comes out of contribution. OptiML puts the dialer, workforce management, quality and analytics inside the platform instead of alongside it.
- Start with one module
- No rip-and-replace
- Hosted in the region you choose
Illustrative interface. Programme names, seat counts and amounts are sample data, not a performance or pricing claim. The screen shows OptiML cost analytics for a BPO: AI cost of goods broken out by client programme with a bar per programme, the routing policy set to pick the cheapest provider clearing the quality floor, per-day budget caps set per programme, and a warning that one programme is approaching its cap.
Where the margin comes from
Three levers, all of them inside the platform: what you pay per model call, what you can prove to a client auditor, and how firmly one client's data is separated from another's.
11
LLM providers behind one adapter, with a router that picks the cheapest clearing your quality floor
15
quality dimensions scored on every interaction, with immutable audit and signed exports
231
tables under PostgreSQL row-level security, so tenant isolation is enforced by the database
What you're measured on
Contribution, SLA attainment and ramp are the three that decide whether a programme renews. The right-hand column names the mechanism rather than the benefit.
| Metric | What OptiML changes |
|---|---|
| Contribution per programme | One platform replaces five or six per-seat licences; cost routing lowers AI cost of goods |
| Client SLA attainment | Erlang-C forecasting, auto-scheduling, intraday reoptimisation and live adherence |
| Ramp time | Copilot suggestions with citations make a week-two agent perform like a month-three agent |
| Quality audit readiness | 100% scoring with immutable audit and signed exports for client audits |
| Programme onboarding time | A new tenant with its own knowledge, agents, branding and compliance in days |
| Attrition impact | Gamification, peer recognition and wellbeing pulses, plus lower dependence on tenure |
What changes in your week
- A new client programme is a tenant, not an implementation project.
- You answer a client audit request from the platform instead of running a spreadsheet exercise.
- You can quote a lower price and hold margin, because your cost of goods is genuinely lower.
- The AI containment number is per programme, per queue, per day, and it is auditable.
What you stop licensing separately
Six line items usually arrive as six contracts, six integration projects and six per-seat bills. Here they are part of the platform, and they read from the same conversation record.
Outbound & dialer
Predictive, power and progressive dialing with DNC and consent enforcement. OutboundWorkforce management
Erlang-C forecasting, scheduling, adherence, shift bidding and swaps. WorkforceQuality management
Every interaction scored on 15 dimensions, with calibration and coaching plans. QualitySupervisor Console
Live floor, listen, whisper, takeover, SLA alerts and coaching nudges. SupervisorAnalytics & reporting
76 reports, custom dashboards, topic mining and full-text conversation search. AnalyticsTicketing & cases
Native tickets plus 11 ITSM connectors and a universal adapter for any tool. TicketingWhat a client audit asks for
Multi-tenancy is the thing a BPO is bought on and audited on. These four are how it is enforced rather than promised.
Isolation in the database
PostgreSQL row-level security on 231 tables, so the database refuses another tenant's row whatever the application asks for.
Audit you can hand over
An immutable log of every mutation with per-tenant integrity proofs and signed exports, plus retention configured per tenant.
Your cost, your contract
Bring your own model and your own keys and the AI usage bills to you at your rate — or leave it metered on one OptiML invoice. Never marked up either way.
Live in 6–11 weeks
Standard time to go-live is 6–11 weeks across five phases, and a programme can start on one channel or one queue.
Objections you'll hear, answered
Both of these come from the client side of the table rather than from your own team, and both are better settled during the contract than during the implementation.
“Our clients specify their own tools.”
OptiML syncs two-way with the client's CRM and ITSM, including a universal adapter for any REST-based ticketing tool. The client keeps their system of record; you run the operation.
“Our data is contractually restricted.”
Per-tenant isolation at the database, plus per-tenant retention and compliance mode. On Enterprise, your database and recording storage are held in your own cloud account under your keys. That is one data plane for your operation, not one per client programme: where a client contract restricts data to the client's own infrastructure, that programme needs its own Enterprise tenancy. It is worth settling before you sign the contract.
Where the platform runs does not change. OptiML runs in OptiML Cloud, in the region you choose, operated by RMT. Customer-managed data residency is an Enterprise option that moves your database and recording storage into your own cloud account. It moves the data, not the software. How we host it.
Where this goes next
The industry page carries the commercial model in full, and the customer story will sit here once a named customer has approved it in writing.
Customer quotes and outcome numbers need written approval from the named customer, so this slot stays visibly empty until one exists. An invented one would be worse than the gap.
BPO & Outsourcing
The industry page: multi-tenancy, client programmes and the commercial model. BPO solutionHead of CX
The same platform read as containment, handle time and quality coverage. Head of CXWorkforce Management
Erlang-C forecasting, scheduling, adherence, shift bidding and swaps. WorkforceThe platform underneath
Everything on this page is the OptiML CX Platform configured for BPO Operations, not a separate product. These are the modules it leans on.
Book a working session
See it handle one of your real conversations
Bring a call recording, a policy document or a WhatsApp thread from one of your programmes. We ground an agent in it and run it live on the call — not a canned demo.
- 30 minutes
- A working agent grounded in your content
- No slide deck unless you want one
Book a demo
30 minutes, on your own content. No slide deck unless you want one.
or reach us directly
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