SOLUTIONS FOR BPO & CONTACT CENTERS

People, channels, and AI in a single contact center operation

Configure inbound and outbound campaigns in Nebula One, equip agents with Nebula Oper, power telephony with Voice, and scale with AI.

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Campaigns + Agents + AI

THE CHALLENGE

Managing multiple clients and campaigns without losing operational control

Managing disparate channels, high call volumes, and manual quality control limits visibility and increases operational friction.

Multiple campaigns

Different business rules, SLAs, and customer requirements running simultaneously.

Disconnected tools

Agents switching between tabs and losing customer context across channels.

Manual quality monitoring

Auditing only a tiny fraction of interactions without automated sentiment signals.

High agent ramp time

Onboarding new agents requires constant assistance to maintain script quality.

TACA CONSULTANTS SAS

MARKETING · COMMERCIAL BPO · LATIN AMERICA

TACA CONSULTANTS SAS

REAL CASE

An omnichannel operation for serving customers across Latin America

TACA Consultants SAS is an agency specializing in attraction marketing, demand generation, commercial strategy, and CRM optimization, with experience in more than 15 countries.

To manage its operation in Latin America, it uses Nebula as an omnichannel service platform, centralizing telephony and WhatsApp within a single operation.

This allows its team to organize commercial and service conversations across different markets, maintain continuity between channels, and gain greater traceability for every interaction.

🌍 One operation to connect commercial conversations across different markets.

Solutions implemented:

Nebula One↗Business telephony↗Multi-agent WhatsAppOmnichannel operation in Latin America

A CONNECTED OPERATION

Unified infrastructure for enterprise contact center operations

Nebula connects business telephony, omnichannel campaign management, and conversation intelligence into one agile ecosystem.

Communicate

Robust cloud telephony, IVRs, predictive queues, and high-concurrency voice infrastructure.

Explore Voice →→

Serve & Operate

Equip agents with Nebula Oper workspace and manage inbound/outbound campaigns in Nebula One.

Explore One →→

Automate & Analyze

Copilot for real-time agent guidance, automated summaries, sentiment analysis, and AI voice agents.

Explore AI →→

PRACTICAL USE CASES

How Nebula scales a contact center operation

Drive efficiency from initial lead engagement to quality auditing.

Campaigns01

Omnichannel campaign management

Distribute inbound and outbound calls, WhatsApp messages, and webchats with automated skill routing.

Nebula Oper02

Dedicated agent workspace (Oper)

A specialized workspace consolidating inbox, interaction history, forms, and one-click transfers.

AI Copilot03

Real-time AI Copilot for agents

Copilot listens/reads in real-time, suggesting accurate script responses, live translations, and summaries.

Analytics04

Conversation intelligence & QA

Automatically classify call topics, detect customer sentiment trends, and pinpoint coaching needs.

Autonomous AI05

Autonomous AI voice & chat qualification

AI handles first-level screening, qualifying prospects before transferring hot leads with full context.

Supervision06

Supervisor live dashboard & metrics

Live wallboards, SLA monitoring, agent workload tracking, and downloadable operational reports.

OPERATIONAL FLEXIBILITY

Human, automated, or combined contact center teams

Combine human agent expertise with AI scalability to optimize cost-per-contact and SLA adherence.

Human Agents

Equipped with Nebula Oper and real-time Copilot assistance for complex negotiations and care.

Autonomous AI

Voice and chat AI agents handle high-volume routine inquiries and initial lead qualification.

Hybrid Routing

AI qualifies contact reasons, gathers essential client data, and transfers warm interactions to agents.

Learn more about Nebula AI →→

Nebula Method

The Nebula Method

We understand your operation

From understanding your operation to building a solution that evolves with you.

We understand your operation

Assessment

We analyze channels, flows, volume, and contact points to identify what to centralize, automate, or enhance with AI.

We build the solution with you

Design & Implementation

We configure PBX, omnichannel routing, bots, AI, automations, and integrations according to detected needs.

You take control

Assisted Autonomy

We train your team to manage and evolve the operation. Nebula remains available whenever you need support or optimization.

FAQ

Frequently Asked Questions about BPO & Contact Centers

Can we manage different campaigns and clients on the same platform?

Yes. Nebula One allows multi-tenant campaign management with isolated routing rules, custom forms, and granular permissions.

Does Nebula Oper integrate with existing CRMs?

Yes. Nebula provides API integrations and webhook events to synchronize contact data with external CRMs and ERPs.

What capabilities does Nebula AI Copilot offer to agents?

Copilot provides real-time script suggestions, automated transcription, translation, and instant summaries upon interaction wrap-up.

Can supervisors monitor active calls and agent status in real time?

Yes. Supervisors have access to live dashboards, occupancy stats, and call listening/coaching options.

How are autonomous voice and chat AI sessions measured?

AI capabilities use a shared token balance based on duration (voice) and interaction sessions (chat/WhatsApp).

Can we scale agent seats dynamically for peak seasons?

Yes. Nebula's cloud architecture allows flexible scaling of users and concurrency as campaign volumes demand.

NEXT STEP

Empower your contact center operation with unified communications & AI

Evaluate how Nebula Voice, One, and AI can elevate your campaigns, agent performance, and client satisfaction.

Schedule a demo Talk to an expert