Human-Led. AI-Augmented.
Expertly Orchestrated.
End to end contact center operations where human and digital agents are intentionally orchestrated to deliver reliable, scalable, and trusted services.
Schedule an Exploratory CallNQX Contact Center teams are expert agents - trained to deliver with empathy and accuracy, and to operate confidently in AI-augmented environments where human and digital agents work together seamlessly.
A complete operating model for modern contact centers.
Agent Recruitment, Training and Onboarding
We build delivery-ready teams from the ground up through disciplined recruitment, structured training, and program-specific onboarding. Agents are selected for language proficiency, CX capability, and cultural alignment, then trained on your brand, processes, and compliance requirements. From day one, our teams are prepared to operate confidently in AI-augmented environments, working seamlessly alongside digital tools and agents.
Workforce Management (Planning, Scheduling, and Rostering)
We manage workforce planning end-to-end to ensure the right capacity, at the right time, with the right skills. Using demand forecasting, scheduling, and real-time management, we balance service levels, cost efficiency, and employee experience. Our approach supports complex, multi-channel operations and adapts to volume variability without compromising quality or consistency.
Agent Performance, Quality Monitoring, and Coaching
Consistent performance is maintained through structured quality frameworks, coaching programs, and continuous feedback loops. We monitor interactions across channels to ensure compliance, accuracy, and brand alignment, while equipping agents with ongoing coaching and development. This creates stable, high-performing teams capable of delivering across both routine and high-stakes interactions.
Technology and Platform Operations
We provide operational oversight of the contact center technologies and platforms that enable daily delivery. Working within client partner ecosystems, we ensure tools, workflows, and integrations support human-led, AI-augmented operations. Our focus is operational reliability, adoption, and performance.
Human and AI Agent Oversight and Orchestration
NQX specializes in orchestrating blended human and digital agent environments. We define clear roles, escalation paths, and accountability between humans and AI, ensuring automation enhances speed and scale while humans remain responsible where judgment, empathy, and trust matter most. This orchestration is actively managed, not left to chance.
Performance Reporting, Analytics, and Continuous Optimization
We provide transparent reporting and performance insights to support governance and continuous improvement. Operational metrics, quality indicators, and productivity measures are reviewed regularly to identify trends, risks, and optimization opportunities. This ensures performance improves over time, not just at launch.
Across every interaction your customers expect.
NQX contact center operations are delivered through integrated omnichannel environments – ensuring a consistent experience across human-led and digital interactions. All channels are intentionally orchestrated to ensure seamless handoffs, shared context, and consistent quality.
Inbound Customer Support
We handle high-volume and complex inbound omnichannel interactions (voice and digital channels), including:
- General customer service
- Technical support and troubleshooting
- Order inquiries and tracking
- Help desk services
- Account and service inquiries
Outbound Customer Services
We support proactive and transactional outbound programs, including:
- Customer retention and loyalty initiatives
- Sales and lead-generation programs
- Customer outreach and notifications
- Market research and survey delivery
Outbound services are carefully governed to protect brand integrity while delivering measurable business outcomes.
Back-Office Support Integrated with Front-Line CX
Our back-office support services are designed to complete and support customer journeys, not operate in isolation.
We provide:
- Data entry
- Data processing
These services are delivered as part of fully integrated contact center programs, closely aligned with inbound, outbound, and digital interactions to improve accuracy, speed, and resolution efficiency.
An integrated operating model, built to flex.
An Integrated Operating Model
- End-to-end management of inbound, outbound, and back-office operations
- Seamless coordination across channels and workflows
- Consistent governance, quality standards, and escalation models
Flexible Delivery Models
- In-centre, hybrid, and remote operations
- Onshore, nearshore, and offshore delivery - configured to your risk, language, and service requirements
- Rapid scalability for seasonal volumes and growth
Multilingual & Bilingual Support
- English and Canadian French at scale
- Additional language support based on client needs (Spanish, Mandarin, and more)
- The largest pool of Canadian French agents in the industry
A Human-Led, Technology-Enabled Approach
While we leverage digital tools and AI-enabled capabilities to improve efficiency and visibility, our operations are led by people.
We use technology to:
- Support agents, not completely replace them
- Improve forecasting, scheduling, and quality monitoring
- Reduce administrative burden and after-contact work
This ensures human judgment, empathy, and accountability remain at the centre of every customer interaction.
We don’t just run contact centers, we help brands deliver experiences they can trust.
Ready when you are.
Three ways to take the next step with NQX.