Customer Experience Solutions

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

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

Our end goal is to grow your customer base and turn them into loyal brand ambassadors. With our extensive Customer Success Management, we accurately identify your clients’ pain points and find the ideal way to address them. Trust our CSM team to:

  • Successfully onboard your solution to B2B clients
  • Develop highly tailored solutions that match your clients’ goals
  • Strengthen the relationship between your business and your customers
  • Improve your risk management with our get-at-able large talent pool and flexible team ramp-up or down

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

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

Languages

We deliver our solutions on 20+ languages from all around the world with high proficiency.
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
  • Ukrainian
  • Greek
Nordic languages
  • Danish
  • Swedish
  • Estonian
  • Finnish
  • Norwegian
  • Latvian
  • Flemish
Other languages
  • Hebrew
  • Arabic
  • Chinese
  • Japanese
  • 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.
Freshdesk logo
Twilio logo
Salesforce logo
RingCentral logo
Zendesk logo
Oracle logo
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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.

Ready to win over your customers with outstanding CX solutions?

Partner with us

Additional services

Take a look at our additional solutions for an ultimate 360-degree experience.
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