Sectors We Serve

We support insurers, brokers, and claims management companies with voice operations that cover the full policy lifecycle. This includes first notification of loss (FNOL) handling, policy enquiry lines, renewals campaigns, mid-term adjustments, and complaints management. Our agents are trained to handle sensitive claims conversations with appropriate care and to follow the specific workflows and scripting that each client requires.

For insurers looking to automate routine interactions, we deploy AI voice agents that can handle policy status enquiries, claims status updates, and renewal reminders without human intervention. These agents integrate with policy administration systems to provide accurate, real-time information to callers. Where a conversation requires human handling, the AI agent transfers the call seamlessly to a trained agent with full context preserved.

We provide outsourced customer support operations for telecommunications providers, covering subscriber enquiries, technical helpdesk, billing support, retention, and disconnection handling. Our teams work within the specific systems and processes of each telecoms client, and we maintain the product knowledge required to handle queries across mobile, broadband, and fixed-line services.

For telecoms providers, we also deploy speech analytics across large call volumes to identify common contact drivers, monitor agent adherence to retention scripts, and detect early indicators of customer dissatisfaction. Our UCaaS solutions support the internal communications needs of telecoms organisations with distributed teams, providing hosted telephony, Microsoft Teams integration, and unified call management.

We work with NHS trusts, private healthcare providers, and health-related organisations to manage patient-facing voice communications. Our services include appointment booking and reminder lines, patient enquiry handling, GP practice overflow support, and health information services. All healthcare programmes are delivered in compliance with NHS data handling standards and relevant information governance requirements.

Our AI voice agent technology is particularly effective in healthcare settings, where it can handle high volumes of appointment booking, cancellation, and rescheduling calls without requiring staff intervention. These agents integrate with clinical booking systems and patient administration platforms to provide real-time availability and confirmation. For more complex enquiries, calls are routed through our IVR and call routing systems to the appropriate department or specialist.

We support retailers and e-commerce businesses with customer service operations that cover order enquiries, delivery tracking, returns processing, product information, and complaints handling. Our teams are experienced in managing the volume fluctuations that characterise retail, including seasonal peaks around key trading periods, promotional events, and product launches.

Our overflow and seasonal support service provides pre-trained agent capacity that can be deployed at short notice to handle volume increases without compromising service levels. For retailers with year-round customer service requirements, we operate dedicated teams that are fully integrated with order management systems, CRM platforms, and logistics providers to resolve customer issues efficiently.

We provide voice operations for energy suppliers, water companies, and waste management firms, handling billing enquiries, meter reading submissions, account management, payment arrangements, and outage notification services. Our agents are trained in the specific regulatory requirements of the utilities sector, including Ofgem standards for energy suppliers and the expectations around vulnerable customer handling.

Our AI voice agents are deployed across utilities programmes to automate meter reading submissions, provide account balance information, and handle routine billing queries. For outage scenarios, we provide scalable capacity to manage high volumes of inbound calls during service disruption events, with IVR systems that deliver recorded status updates and route callers who need to report emergencies to the appropriate team.

We deliver outsourced voice services for local authorities, central government departments, and public sector organisations. Our services include citizen enquiry lines, information and advice services, service desk operations, and campaign-driven contact handling. We understand the procurement frameworks and governance requirements that apply to public sector contracts, and we operate within the security and data handling standards expected of government suppliers.

Our speech analytics platform provides public sector organisations with insight into the reasons citizens are calling, the effectiveness of call handling, and the identification of service improvement opportunities. This data supports demand management strategies and helps organisations understand where self-service channels can be developed to reduce call volumes while maintaining service quality for those who prefer or need to speak to someone.

We support travel companies, airlines, hotel groups, and hospitality businesses with customer service operations that handle booking management, itinerary changes, concierge services, loyalty programme enquiries, and disruption management. The travel sector requires agents who can work across multiple booking systems and handle time-sensitive situations with composure, and our recruitment and training programmes are designed to develop these capabilities.

Disruption handling is a critical requirement in travel, and we provide the scalable capacity needed to manage sudden increases in call volume when flights are cancelled, services are disrupted, or weather events affect travel plans. Our overflow support service and AI voice agents work together to ensure that customers can access information and rebooking options quickly, even during peak disruption periods when call volumes may increase several times above normal levels.