Telecom Contact Center Workforce Operations, Made Insanely Easy
Human support for your outages, surges, and technical inquiries made simple. ShyftOff autonomously manages your human workforce around generative AI + W2s—so your contact center is perfectly staffed, optimized, and cost controlled.
The problem
Telecom contact centers are under enormous pressure:
AI adoption is accelerating—but 95% of generative AI pilots fail because AI isn’t enough to handle complex conversations.
Outage and surge calls create extreme volatility that in-house agent teams can’t absorb.
Traditional BPOs are black boxes: slow, inflexible, and expensive, with questionable agent quality.
WFM tools are great for workforce ops, but don’t offer people—they can’t recruit, certify, QA, or run payments.
Human customer support is complicated, expensive, and not ready for AI without effective orchestration.
The ShyftOff Solution
ShyftOff is the Agentic Workforce Delivery Platform for telecom contact centers. An automated platform that scales and manages a high quality, human workforce around your generative AI + W2s.
Autonomous workforce execution
We find, certify, and scale the best global agents while managing scheduling, QA, performance, and payments for you.
Elastic workforce pools
Scale up during outages and down when volumes normalize.
Continuous improvement
24/7 QA that monitors 100% of interactions to keep your workforce optimized and effective.
AI + human orchestration
Perfectly balance AI chatbots, IVR automation, gig talent, and W2 agents in real time so you never miss SLAs.
Transparent dashboards
Full visibility into performance, costs, and agent quality. Track how you're saving 35-55% in operating costs.
Not just words, Proof
Change “A major telecom provider..” to “Major telecom provider faced quality challenges and missed SLAs. Traditional BPO partners couldn’t scale fast enough. With ShyftOff:
- Scaled 3x agent capacity within 12 hours using flexible pools
- Reduced wait times by 42% during peak outage calls
- Maintained quality with AI QA monitoring of 100% of interactions
- Saved 35% in costs compared to legacy outsourcing
Benefits
Flexible work designed for top customer service professionals that love supporting customers
For Leadership
The most cost-effective workforce delivery with full transparency
For Operations
One-click orchestration eliminates outage staffing chaos
For Customers
Faster resolutions and better CX from passionate, helpful agents
The Easiest Tech You’ll Ever Implement
Built to work with your existing CcaaS tech
- Secure API-based connections with seamless data transfer
- Provided engineering support to ensure low-effort integration from your team
- Fully automated support that gives you transparency and control
Features
Flexible work designed for top customer service professionals that love supporting customers
Command Central Dashboards
Watchtower view into workforce ops + spend
Agent Matching & Certification
ID-verified expert agents certified with your materials
Elastic, On-Demand Staffing
Scale in 30-minute shifts for perfect staffing during intraday and seasonal surges
Priority Boarding
Top agents take 90% of shifts for consistent service
AI QA Layer
Monitors every interaction for compliance + quality
Competitive Differentiation
Vs. BPOs
ShyftOff isn’t a black box. You get real-time visibility, elastic staffing, and better agents at 35–55% less cost.
Vs. WFM Tools
These tools are gamechangers for workforce ops but don’t provide the people. ShyftOff automatically recruits, onboards, schedules, runs QA and payments for you.
Vs. Tech-enabled outsourcing
We aren’t an agency—we’re an automated platform that manages and supports your scalable workforce ops for you.
Frequently Asked Questions
Still curious? We’ve answered the most common business questions.
How quickly can ShyftOff scale during outages?
We can scale agent capacity within hours and schedule top, certified agents in 30-minute intervals.
Do ShyftOff agents understand telecom systems?
Yes. Agents are certified on your systems and processes before going live. Our agents are capable of supporting basic inquiries to complex Tier 3 work.
How does ShyftOff integrate with AI chatbots and IVR?
We orchestrate human support around your generative AI and automation by connecting to your existing tools. We identify gaps in your coverage to place human support at the perfect time.