E-commerce BPO Call Centers - Omnichannel, SLAs & Scripts

Planfix combines task management, CRM, and automation in one workspace that you can shape around each client program. Planner shows all queues, SLAs, and risks on one board. AI agents classify intent, language, and mood and keep a running brief for agents. Data tags, Project Totals, and rich reports give you a live view of cost, refunds, and margin so you can defend performance in every review. Client dashboards let customers see progress without separate portals or exports.

Yes. Most teams start by centralizing contacts for one or two brands while they keep their existing tools running. Planfix captures email, chat, social messages, and calls as tasks and routes them into clear queues. You mirror current steps and naming so agents feel continuity. Once leaders see stable SLAs and better visibility for that pilot group, you gradually add more programs and channels without a risky big bang replacement.

Planner board and conditional lists keep every queue visible with clear SLA status and ownership. Supervisors see which contacts are close to breach and can rebalance workloads quickly. Data tags record time, refunds, reships, and discounts on each interaction. Project Totals and reports roll those metrics up by client and program so you can show volumes, service levels, and financial impact in a way that matches client definitions during reviews.

Planfix offers granular roles and permissions, IP restrictions, two factor authentication, and detailed audit logs so you can control who sees which data. You can structure company units, queues, and client teams to reflect your own hierarchy. Client dashboards expose only the items you choose to share. Single sign on support and strong encryption help satisfy security requirements from enterprise clients, while monitoring and logs make it easier to investigate unusual access or activity.