Deliver Exceptional Customer Experience

We take care of your customers by delivering cutting-edge CX solutions that keep your business on the offense.

Outstanding CX starts with the right partner

At Pontica Solutions, we are committed to helping you grow your business. Whatever the challenge, we can meet low, medium or big volume demands with our solutions designed for every phase of your journey

Seed

Solution that is designed for start-ups or small business that have low or unpredictable volumes.

We plug in a flexible pool of multilingual talent based on the volumes to handle
Flexible pricing
Full administrative management
Quick scale up and down
Monitor, measure and improve performance with a centralized service and team
In-depth product training
Quality measurement to improve results
Quickly switch to a Grow model with a dedicated management when you need to scale up

Grow

Cost-effective solution to help companies scale-up with multilingual talent or high-end profiles such as CSM, PM, Product Owner.

Seamless integration with your existing team
Service Delivery Management
Dedicated manager
Full administrative management, talent acquisition, and retention
In-depth product training and quality measurement
You have full operational control
We follow your processes and requirements to deliver exceptional results

Exceed

Exceed with a CX tailored solution that handles a complete division of your operations, builds brand loyalty and customer retention.

Hassle-free operations - fully-integrated extension to your business, covering every stage from design to implementation and evaluation.
24/7 coverage
Multilingual talent
Full administrative management, talent acquisition, development and retention
Fully managed by a right-sized team with industry specific competence
Dedicated Training, Quality, WFM service
Build knowledge structure and empower your CX with analytic insights and AI technology
Cost-effective model balancing high quality and performance

Empower your Customer Experience with AI technology

Advanced AI and digital tools for enhanced customer experience
Omnichannel CX automation and GENAI Chatbots for seamless service
Intuitive training and quality bots for streamlined operations
Sophisticated NLP translation services for global reach

Learn more

Omnichannel CX

With our innovative one-to-all automated system, we efficiently handle even the most complex customer requirements across all stages of the customer journey. Through self-serve automation, omnichannel CX, cloud, we ensure that your CX meets the highest customer standards.

Our multilingual and multilocational expert teams provide high-quality personalized 24/7 customer support via voice, e-mail, chat, webform, video, social media, retail reviewing platforms, FAQ, and knowledge base. You can rely on us to deliver:

First- and second-level customer support
Player support
Verifications
Client onboarding
Compliance

Back-office Support

A well-structured and smooth-running back office is fundamental to building an outstanding CX. As your partner, we will keep your behind-the-scenes operations running effortlessly and effectively, resulting in streamlined operations, employee productivity, and high customer journey satisfaction. Secure your operations and stay ahead of the competition by taking advantage of our expertise in:

Back-office activities
Administrative tasks such as verifications, translations on 30+ languages, and content management
Data organization
Know Your Customer (KYC) checks
Invoice management

Community Management

Your business is more than a simple service – it is a unique culture with a special community of its own. Our mission is to deliver a truly safe and memorable community experience, worthy of your customer’ time and attention. We do this by actively listening to your audience and offering first-rate support, gathering and implementing feedback, boosting interactions, increasing brand awareness and providing added value beyond a product or service in the form of experience.

Our community management teams are expertly trained to deliver:

Personalized player support tailored to the specific platform and across various community channels
Social media support and monitoring to boost and improve engagement
Custom-fit content moderation that ensures community standards are met and customers are protected from inappropriate and harmful content.
Localization including research, script adaptation and translation to ensure that your business adapts quickly and efficiently to new markets

LanguagesWe deliver our solutions on 20+ languages from all around the world with high proficiency.
Western European languages
Dutch
English
French
German
Italian
Portuguese
Spanish
Central & Eastern European languages
Bosnian
Bulgarian
Croatian
Czech
Greek
Hungarian
Macedonian
Polish
Romanian
Russian
Serbian
Slovak
Slovenian
Turkish
Ukrainian
Nordic languages
Danish
Estonian
Finnish
Flemish
Latvian
Norwegian
Swedish
Other languages
Arabic
Chinese
Japanese
Hebrew
Korean

Channels

Communication channels

We cover all customer touch points by offering customer support across various communication channels.

Voice

Chat

Email

Video

Social media

Web form

Reviewing platforms

FAQ

Knowledge base

AI Chatbot

Tools

We work with the most up-to-date and highly automated digital tools and platforms to optimize your operations in line with the current industry standards.

How we do it

At Pontica, we have developed a highly effective, systematic, and transparent approach to our solutions to guarantee a successful outcome. Thus, we allow your business to keep up with all the different stages – from design, through implementation, to evaluation. This is our winning formula.

Step 1

Analyze

We evaluate your company’s operational needs and design a personalized solution to guarantee high-quality CX and customer satisfaction.

Step 2

Tailor

We design the solution with the best structure in synergy with your company’s culture and fitting your unique business needs.

Step 3

Execute

We implement the agreed upon structure and set up optimized processes and procedures.

Step 4

Recruit

With the help of advanced analytics and digital tools, we select the right profiles for your operations.

Step 5

Manage

We handle all your operations to ensure organizational and performance excellence.

Step 6

Evaluate and Optimize

We listen to the voice of your customers and conduct performance reviews which we then report and analyze together with your organization against the benchmark of your business goals.