Kanda CX|UntanglUntangl
Kanda CX, parent company of UntanglContact
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Managed Services

We run it so you can focus on customers.

Give customers fast, consistent service on calls, chat, email, and dedicated brand pods, around the clock.

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How we run it

01
LearnMap each brand's channels, hours, and queues
02
StaffPlan pods, training, and coverage for busy periods
03
ServeRun voice, chat, email, and SMS every day
04
ImproveCoach from the work and adjust coverage
What we do

Consistent, around-the-clock service your customers notice

  • Serve customers around the clock across voice, chat, email, and SMS.
  • Give each brand its own pod, with dedicated phone lines and brand-specific agent training.
  • Balance efficiency with white-glove care through generalist and specialized queues.
  • Scale up for seasonal peaks on demand with multi-skilled full-time and flexible agents.
  • Grow and keep customers with outbound engagement and retention campaigns.
  • Keep your platform running smoothly with ongoing Amazon Connect and cloud administration.

How we work

Onboard each brand, run the queues every day, and improve from what you see.

Discover

Learn the brands, channels, and staffing need.

  • Learn each brand's channels, hours, and the queues customers use today.
  • Confirm the staffing mix for steady volume and seasonal peaks.

Plan

Set the pods, coverage, and campaigns.

  • Plan a pod for each brand, with its own phone lines and agent training.
  • Set the mix of full-time and flexible agents, including generalist and specialized queues.
  • Decide where outbound engagement and retention campaigns belong.

Deliver

Run the operation every day.

  • Serve customers around the clock on voice, chat, email, and SMS.
  • Staff each branded queue with agents trained for that brand.
  • Keep the contact center platform administered as part of the daily run.

Optimize

Improve quality and coverage from the work itself.

  • Review quality and coach agents from the day's interactions.
  • Watch volume and peaks so staffing stays matched to demand.
  • Adjust queues, campaigns, and coverage as the brands change.
Powered by Untangl

Pair services with proven products

Managed operations run on Untangl's EngageHQ and Amazon Connect workspace with FocalPoints.AI quality insights.

EngageHQ ↗

Omni-channel interaction management & workspace copilot.

FocalPoints.AI ↗

100% automated QA & AI-powered agent coaching.

Cloud Solutions ↗

Amazon Connect & AWS, Google Cloud, custom serverless builds.

All products ↗

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