Inktel Contact Center Solutions

Large organizations hand Inktel their contact handling and back-office tasks, and the company works as a business process outsourcer. The company describes its service as a combination of people and technology intended to keep operations steady as volumes change. It presents itself as a partner that gives each client full visibility into performance, with executive oversight around the clock. Its headquarters are in Miami, Florida, and it was founded there in 1997.

Customer contact across channels

The core service is contact center work across several channels. Calls, texts, chats, emails and social media messages all come through the company, and it says it can run omnichannel communication so that a customer gets the same quality of help wherever they reach the brand. Its outsourcing work for brands includes centralized contact handling, where calls, emails and chat requests from many locations are routed through one team, and the company says this lets staff in the field focus on the in-person experience.

Hiring, training and coaching

The company says its approach to people is built around alignment with each brand, a hiring profile that represents the brand accurately, performance-based training and continuing coaching. Coaching covers engagement, conversion, data accuracy, utilization and productivity, and its culture is described as striving for excellence while keeping the work enjoyable.

OMNI-SYNC AI resolution

Inktel's AI product is called OMNI-SYNC, which it describes as an AI resolution platform for customer contact. The company says it connects trusted knowledge, real action and human oversight, so that routine questions are resolved quickly and the platform escalates to a person when empathy, judgment or expertise is needed. Its supporting components are named Knowledge-Vault, Action-Bridges and Sentiment-Sync. The company says the platform understands the intent behind a customer's message and supports the next step in the process.

Outsourced IT help desk, fulfillment and inventory

Beyond contact centers, Inktel runs IT support and help desk services, AI solutions and process automation, and fulfillment operations that include order fulfillment and inventory management. The firm describes its outsourcing programs as performance-managed, run to agreed service levels with standardized workflows and real-time reporting.

Scale and sectors

The company says it operates in several US states, with locations including Indianapolis, Miramar, Tampa, Orlando and Miami, and that its staff can work from home. It names restaurant brands, government and public sector clients and virtual education providers among the sectors it serves, with services ranging from reputation management and enrollment questions to eligibility and records requests.

Inktel Contact Center Solutions is a business process outsourcer. It runs customer contact and back-office work for enterprise clients, using teams and technology intended to keep service levels steady as volumes change.

What Inktel Contact Center Solutions does

• Contact centre and omnichannel communication: customer contact by phone, text, chat, email and social media.
• IT support and helpdesk services: help desk work for a client's IT needs.
• AI solutions and process automation: the OMNI-SYNC platform, which handles routine enquiries and hands over to a person when judgement or empathy is needed.
• Fulfilment and inventory operations: order fulfilment and stock management.
• Performance-managed outsourcing: programmes run to set service levels, with real-time reporting.

Customers and markets

Enterprises and brands that outsource customer experience and back-office work.

Key facts

• Platform: OMNI-SYNC AI resolution platform
• Channels: Phone, text, chat, email and social media