Your Customer Service, Simplified!

AI technology and real experts delivering personalized support for you and your customers - 24/7

We help companies solve CX challenges

24/7 Multichannel Support for Your Business

Calls, chat, email, and social. Our team delivers seamless, personalized service across every channel, keeping your customers engaged and satisfied around the clock.

AI Magic Meets Human Expertise

We blend cutting-edge CX tech with real human know-how - delivering smarter, faster, more personalized service. From seamless integrations to tailored solutions, our approach streamlines your workflows, boosts efficiency, and sets your business apart.

How We've Helped

On-demand consulting, strategic planning, or flexible staffing. We bring decades of experience to boost customer experience and contact center performance. Whatever you need, we’ve got you covered.

Agent Staffing

A multi-brand e-commerce business was struggling with scattered support teams and seasonal staffing headaches. Untangl unified support for multiple brands under one streamlined system, delivering:

A single platform for all brands – no more silos
Multi-skilled full-time and gig agents to flex with demand
Rapid scaling during peak seasons, with no need for new hires or training
Consistent, high-quality service across every brand

With our model, the business now adapts instantly to seasonal spikes, saves on recruitment costs, and maintains seamless customer support year-round.

Business Intelligence

A non-profit organization sought to maximize the value of their operational data. Untangl stepped in to modernize their data model, incorporating speech analytics and third-party data sources to drive meaningful insights.

We also developed business visualization and workflow analytics, leading to measurable improvements:

15% reduction in support costs
7%+ decrease in operational defects
5% increase in active coordinator engagement

By transforming their data strategy, we helped them streamline operations, enhance efficiency, and optimize resource allocation.

Customer Journey

A financial institution faced a surge in call volume during a hiring freeze, creating operational strain and longer wait times.

Untangl designed and deployed a conversational chatbot that seamlessly integrated with their banking platforms, leading to:

20% of call volume migrated to the chatbot
15% reduction in handle time
Improved employee availability and faster customer support

By automating routine interactions, we enhanced efficiency, freed up agents for high-value conversations, and streamlined the customer journey.

Employee Engagement

A rapidly growing organization sought greater consistency in leadership across departments, as inconsistencies in supervisor management were impacting team performance and morale.

Untangl developed a custom audit package to standardize leadership practices, ensuring a unified approach to team management. The results:

Increased job satisfaction among employees
Reduced turnover rates
More consistent leadership across departments

By implementing structured leadership strategies, we helped create a more engaged, motivated, and stable workforce.

Operational Adoption

A growing organization needed modern contact center technology but lacked the right infrastructure. Untangl designed and implemented an Amazon Connect CCaaS platform, delivering:

Enhanced call treatment and routing
AI-driven speech analytics and reporting
Custom IVR messaging for improved customer interactions
12% reduction in technology spend

By optimizing their tech stack, we empowered their agents with better tools, streamlined operations, and cut costs while improving efficiency.

CRM-Integrated Defect Management System

A non-profit organization needed a better way to leverage its operational data for improved efficiency and accuracy.

Untangl modernized their data model, incorporating:

Speech analytics for deeper insights
Proprietary in-house CRM data for a tailored approach
Data.gov enrichment for broader contextual analysis
Operational visualization and workflow analytics for real-time improvements

The impact was significant:

15% reduction in support costs
40%+ decrease in operational defects
5% increase in active coordinator engagement

By integrating CRM-driven analytics with defect management, we helped them streamline operations, reduce errors, and drive smarter decision-making.

Custom AWS Connect CCaaS Solution

A financial institution faced overwhelming call volumes during a hiring freeze, creating operational bottlenecks and long wait times.

Untangl designed and implemented a conversational chatbot, fully integrated with their AWS Connect CCaaS platform and banking systems. The results:

20% of call volume offloaded to the chatbot
15% reduction in handle time
Increased agent availability for high-value interactions

By automating routine inquiries and optimizing call routing, we helped improve efficiency, reduce wait times, and create a better customer experience.

Front-End Large-Scale Speech Analytics Engine

An organization struggling with contact insight adoption needed a scalable solution to deliver actionable data to their vast workforce.

Untangl led in-house development and PMO teams to architect a speech analytics solution capable of:

Scaling to thousands of support staff
Providing targeted insights to tens of thousands of frontline employees
Ensuring data relevance across departments for improved decision-making

By leveraging Cloud and SaaS technologies, we transformed raw data into meaningful, accessible insights, proving once again that the whole is greater than the sum of its parts.