Pontica Solutions - Our services and expertise

Our Expertise

IT Support and Development
  • 1st, 2nd and 3rd Level Technical Support
  • QA, Front and backend testing
  • Software development
  • Troubleshooting
  • CRM support
Multichannel Customer Solutions
  • Multilingual, Multichannel Customer Support
  • Multilingual Players support
  • Remote Technical Support
  • VIP Customer care
  • Social Media Monitoring & Analysis
  • Social Media Engagement
Sales and Customer Retention
  • Inbound and Outbound Sales (B2B and B2C)
  • Retention programs
Back office activities
  • Back-Office Support Activities
  • Data Entry
  • Reporting
Consultation
  • Consultation - Operations
  • Trainings (Soft Skills, Sales & Retention, Industry Specific);
  • Processes & Procedures
  • Six Sigma Analysis & Action Plans

We help our clients deliver excellence, meet the expectations of highly demanding customers and monetize their business in 30+ languages.

Western European languages
English, French, German, Spanish, Italian, Portuguese, Dutch


Central & Eastern European languages
Romanian, Bulgarian, Russian, Czech, Turkish, Serbian, Polish, Slovenian, Croatian, Macedonian, Hungarian, Slovak, Bosnian, Ukranian, Greek


Nordic languages
Danish, Swedish, Estonian, Finnish, Norwegian, Latvian, Flemish


Other languages
Hebrew, Arabic, Chinese, Japanese, Korean

** In Bulgaria, 98% of high school students study one foreign language and 73% study a second (mainly English, German, French, Spanish and Russian).
Sources: OIF, Goethe Institute, British Council, Cervantes Institute

Channels

We understand that in the highly competitive, constantly evolving communications market, delivering a superior customer experience is key to customer satisfaction and continued business success. Our communications expertise and flexibility of services allow us to react quickly to the changes in your industry, deliver cost efficiency and improve customer satisfaction.

The channels our professionals operate and are certified for:

Nowadays digital channels such as email, chat, social, in-app messaging are overtaking the voice communication. The truth is that although channel diversity is needed for speedy communications, the telephone still remains an important avenue for solving complex issues.

Therefore, we at Pontica Solutions ensure that voice interactions are met with quality and precision.

There is no doubt that chat is on the rise and have been since the mobile boom. In fact, people under the age of 55 now rate chat as a top choice for customer service channels.

Using scripted responses to save time and please customers is an art we have mastered at Pontica Solutions.

The self-service support channel is strategically important to your business. According to FORRESTER, 79% of customers would rather use self-service than any other support channel.

We at Pontica Solutions supply detailed Six Sigma analysis to help our partners improve or even lay out the foundations of a knowledgebase that meet the needs of their customers.

According to a study among 400 consumers, 23% prefer the email support over any other channel. Whether it’s by phone or email, we at Pontica Solutions know consumers want to speak to a real person.

Therefore, we empower our partners with professionals that prioritize personal touch over canned responses.

Social media as a support channel remains the first choice for customers under the age of 25. Hootsuite released a report showing there are over 2.7 billion active social media users.

We at Pontica Solutions see this trend as an opportunity to create a unified customer experience.