Boutique
Outsourcing
Whether you need to scale support, expand omnichannel coverage, add bilingual help, manage inbound and outbound sales, resolve complex issues, or handle back-office workflows, we are ready to partner with you using human-led AI. Get speed and consistency for routine interactions, with seamless human handoffs when care matters most.
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Empowering Organizations
With Seamless Support
You Need The Help
We Have The Team
Why We Build AI Differently
Most companies use AI to replace people. We use it to make people better. We call this Human-Led AI, and it changes everything about how support works.
Built for What AI Does Best
AI is extraordinary at logic, pattern-matching, and speed. So we let it do exactly that: routing, research, documentation, and pattern recognition. No more. No less.
The Two Working Together
AI handles the structured work so your team can focus on what only they can do: building relationships, solving new problems, and reading between the lines. Each does what it's best at. Nothing falls through the cracks.
Built for What Humans Do Best
Customer support also demands intuition, empathy, creativity, and the judgment to know when to break the rules. Those are human strengths, refined over 500 million years of evolution. We don't ask AI to fake them.
What
Our Clients Say
Flexible Pricing That Fits Your Needs
Most of our clients pay between $11–$13/hr for premium customer support services.
Our pricing is tailored to your unique needs, ensuring you get the best value for your investment.
Once team exceeds 320 hours per week the hourly price begins to move lower in the range.
No long-term commitments and transparent contract terms for ultimate flexibility.
Our Proven Process
At Certainly CX, we partner with you to create a seamless, scalable, and high quality customer experience. Here’s how we do it.
Understand
Your Needs
And plan your future opportunities.
We take time to understand your business, starting with your high level objectives. Are you focused on growth, profitability, retention, or all of the above. We identify where AI can handle the routine work, where humans should stay front and center, and build a strategic service solution to meet your present and future needs.
Agree on All Details
Including pricing & make it official.
Requirements, pricing, timeline, and AI enablement plan. We work together to finalize every detail, ensuring no surprises, before making it official.
Develop
and Execute Training
Educate agents based on your specific use cases.
Training is customized for your specific use cases, including workflows, knowledge, brand voice, and the right handoff moments. Agents learn how to work with AI tools so customers get faster answers without losing the human touch.
Build the
Perfect Team
Agents that live your brand with appropriate leadership.
We carefully select agents who reflect your brand values and are passionate about upholding your mission. We pair them with the right leadership and the right AI support to create an environment that enables consistent, high quality performance.
Launch and Optimize
Conduct ongoing quality reviews, collect data, and make change for efficiency gains as needed.
Implement a continuous improvement program to systematically learn from audits, questions, and issues that arise. Expand coverage with AI where it makes sense, keep humans involved where empathy and judgment matter most, and optimize for efficiency, accuracy, and customer trust.
Reporting
and Analysis
Review operational metrics and VOC to make recommendations for improvements.
We analyze operational metrics and customer feedback to make data driven adjustments that enhance performance, efficiency, and long-term success.
Tailored Services to Meet Every Business Need
Customer Support
- General Support
- Call Center
- Live Chat
- Email
- Messaging
- Multi-Channel
- 24/7 Availability
- Full Outsourced Team Solution
- Hybrid Co-Sourced Solution
- No Long Term Commitments
- Email
- Part Time Agents
- Full Time Agents
- Custom CX
- Co-Sourcing and Outsourcing
- Live Video Support
Customer Experience
- Conversion Lift E-Commerce
- AOV Lift
- Customer Loyalty & Retention
- NPS & Other CX Survey
- Voice of Customer Reporting
- Channel Strategies
- Days/Hours of Ops Strategy
- Proactive Service
Operational Support
- Customer Support
- Customer Experience
- Technical Support
- Sales Support
- Content Moderator
- General VA
- Sales Dev Rep
- Sales and Outreach
Sales Support
- Outbound Campaigns
- Inbound Campaigns
- Outbound New & Retention
- Demo Scheduling
- Sales Appointment Scheduling
- Onboarding
Technical Product Support
- Data Processing
- Quality Assurance Dashboard
- AI Voice Agent
- Agent CoPilot
Office Administration & Back Office Support
- Accounts Receivable
- Back Office Support
- Bookkeeping Assistant
- Data Processing
- Data Validation
- Invoicing
- Office Administration
AI Tools That Amplify Your Team
Your support operation generates signals every day that most companies miss. Our AI-powered tools capture those signals, turning every interaction into insight and every agent into a top performer. Made to amplify humans, not replace them, see what we mean.
AI-Powered Voice That Never Sleeps
Handle routine calls instantly with intelligent voice AI that knows when to resolve and when to route to a human. Your customers get immediate answers. Your agents get freed up for the conversations that matter.
What You’ll See In Your Dashboard
- AI-answered calls and percentage of total volume
- AI minutes used vs. forecast
- Average handle time for AI-resolved calls
- Running cost tracking and credits remaining
- After-hours coverage metrics
The value is clear: every AI-handled call that would have required a human agent represents direct cost savings, and your customers never wait on hold for a simple question again.
An Expert Whispering the Right Answer to Every Agent
Co-Pilot drafts responses in real time, pulling from your knowledge base, past resolutions, and customer context. Agents review, adjust, and send. The result: faster replies, consistent quality, and a team that handles more volume without burning out.
What You’ll See In Your Dashboard
- Total AI-drafted ticket count
- Draft acceptance rate (used vs. generated)
- Average time to resolution with and without Co-Pilot
- Tickets per hour
The value is clear: Co-Pilot lets your team handle significantly more tickets without additional headcount, at a fraction of the cost of hiring.
Audit Every Ticket, Not Just a Sample
Traditional QA covers maybe 5% of tickets. Our AI-powered QA tool audits at scale, identifying coaching opportunities and quality trends that manual reviews miss entirely.
What You’ll See In Your Dashboard
- Assessment credits available and used
- Audits completed per day
- Coverage percentage (tickets audited vs. total)
- Coaching opportunities identified automatically
The value is clear: achieve 30% ticket coverage instead of 5%, complete hundreds of audits in minutes instead of hours, and watch quality scores climb as your team gets targeted feedback.
What Happens When Humans Lead and AI Follows?
We don't replace your support team with chatbots. We orchestrate AI to amplify what humans do best.
67% Fewer Escalations
Their AI chatbot was routing 40% of inquiries to human agents as "too complex." We restructured the system so AI handles routing and research while humans handle empathy and exceptions. Escalations dropped 67%. CSAT improved 43%. First-contact resolution jumped 52%.
Complaints Became Loyalty
Customers were frustrated by chatbots that couldn't understand context. We split the work: AI handles order status and returns, humans handle anything involving emotion or judgment. NPS increased 31 points. 78% of escalated customers became repeat buyers. Cost per ticket dropped 28% while quality went up.
The pattern is the same: when AI stops pretending to be human and humans stop doing AI's work, everything improves.
