BPOWave — Quality · Scale

Our Solutions

Everything your operation needs

Proprietary SaaS platforms, custom development, global staffing, and quality assurance — built from 25 years of operational experience.

Proprietary SaaS Platforms

Licensed access to BPOWave's own platforms. Hosting, updates, and technical support included with every licence.

Delivery Layer

The complete operational command center for contact centers. Five integrated modules that cover reporting, quality, workforce management, campaigns, and AI — all in one platform.

OptiReports

Real-time dashboards, KPIs, and automated exports. See your entire operation at a glance with customizable views per team, project, or client.

OptiQuality

Scorecards, calibration sessions, and quality audits. Build evaluation grids tailored to each project and track agent improvement over time.

OptiWork

Shift planning, workforce management, and workload forecasting. Optimize staffing levels based on real traffic data and SLA targets.

OptiCampaign

Outbound campaign management. Upload lead lists, assign agents, track call outcomes, and measure conversion rates in real time.

AI Bot

Automatic transcription, AI-powered conversation analysis, and real-time agent assistance. Turn every interaction into actionable data.

Commercial Layer

B2B CRM built on the Next Action philosophy: every lead always has a scheduled next action. No lead is ever forgotten.

CRM Core

Kanban pipeline, 1-click lead coding, contact management, and full interaction history. Designed so your team actually uses it — in under 5 minutes of onboarding.

Email Sync

Native Microsoft 365 integration. Every email sent or received is automatically linked to the right lead — no copy-paste, no manual logging.

LeadFinder

Automated prospecting with Apollo.io enrichment. Find decision-makers, enrich contact data, and launch outbound sequences — all from within EOsales.

AI Engine

AI-generated emails using real contact data, executive report generation, and lead risk detection. The AI works with your data, not generic templates.

Visit eosales.app →

Talent Layer

Full applicant tracking system with AI-powered candidate scoring. Manage recruitment projects from sourcing to onboarding.

Pipeline Management

Drag & drop kanban boards per project. Move candidates through custom stages, add notes, schedule interviews, and track every touchpoint.

AI Scoring

Automatic CV analysis against 81 normalized competencies. Customizable AI prompts let you fine-tune scoring criteria for each role.

EOlearning

Integrated LMS for post-hire training. Video courses, quizzes, certificates, gamification, and team-based assignment — all within the same platform.

Prospection Layer

Automated B2B prospecting engine. Find decision-makers, enrich contact data, and launch multi-channel outbound sequences — standalone or as an EOsales add-on.

Smart Search

Filter prospects by industry, role, company size, geography, and technology stack. Build targeted lists in minutes, not days.

Data Enrichment

Automatic enrichment of contact profiles with verified emails, phone numbers, LinkedIn URLs, and company data from multiple sources.

Outbound Sequences

Multi-step email sequences with personalization variables, automatic follow-ups, and pause-on-reply logic. Track opens, clicks, and conversions.

CRM Integration

Seamless sync with EOsales. Qualified leads flow directly into your pipeline with full enrichment data attached — zero manual entry.

Analytics Layer

KPI cockpit for contact center operations. Navigate, monitor, and act on performance in real time — across teams, projects, and clients.

Real-Time Dashboards

Live KPI visualization with drill-down by team, agent, project, and time period. See the full picture at a glance or zoom into the details.

Multi-Source Data

Aggregate data from your ACD, CRM, quality platform, and workforce tools into a single unified view. No more switching between 5 tabs.

Alerts & Thresholds

Set target thresholds per KPI and get instant alerts when metrics breach. Catch issues before they become trends.

Executive Reporting

Automated weekly and monthly reports with trend analysis, variance commentary, and actionable recommendations. Export to PDF or schedule delivery.

Compliance Layer

Operational audit platform built around ISO 18295, ISO 9001, and ISO 27001 frameworks. Structure your compliance program with data, not paperwork.

Audit Frameworks

Pre-built templates for ISO 18295 (contact centers), 9001 (quality management), and 27001 (information security). Run gap analyses and track remediation.

Reporting & Export

Generate audit reports in CSV and PDF. Track compliance scores over time and share progress with stakeholders through automated dashboards.

Custom Software Development

We design, build, and maintain bespoke software — from MVPs to full SaaS platforms. Nearshore teams based in Tunis with transparent project management. The same team that built EOsales, RecruitFlow, and NaviKPI can build yours.

Discovery

Requirements, constraints, existing systems

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Architecture

Technical design, stack selection, prototyping

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Build & Iterate

Agile sprints, weekly demos, continuous deployment

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Launch & Support

Go-live, monitoring, handover, ongoing maintenance

2–12 weeks

Web Applications & SaaS

Full-stack development of web platforms — from internal tools to multi-tenant SaaS products. Scoped deliverables with clear milestones and fixed pricing.

MVP / Proof of Concept

Functional prototype in 2–4 weeks, deployed and testable. Validate your idea with real users before committing to a full build.

Custom Web Application

Full-stack platforms: SaaS products, client portals, internal operations tools, booking systems, CRM modules. Built to your spec, deployed on your infrastructure.

Mobile & Progressive Web Apps

Responsive interfaces for field teams, remote agents, and mobile-first workflows. Instant access from any device, no app store dependency.

E-commerce & Subscription Platforms

Custom storefronts, multi-vendor marketplaces, subscription billing with Stripe, and customer self-service portals — beyond what off-the-shelf platforms offer.

PHP MySQL JavaScript REST API Stripe PWA

1–4 weeks per integration

Integrations & Automation

Connect your systems, automate repetitive workflows, and eliminate manual steps. We bridge the gap between the tools you already use.

API Integrations

Connect your CRM, ERP, telephony (Ringover, Twilio), email (Microsoft 365), payments (Stripe), and any tool with an API. Bi-directional sync, real-time webhooks.

AI & LLM Integration

Email generation, document analysis, CV scoring, conversation transcription, chatbots, and intelligent assistants — embedded into your existing workflows.

Workflow Automation

Auto-routing, scheduled reports, trigger-based notifications, data enrichment pipelines. If your team does it repeatedly, we can automate it.

Legacy System Migration

Move off spreadsheets, Access databases, or outdated platforms without losing data or disrupting operations. Phased migration with parallel running.

REST / Webhooks Microsoft 365 Ringover Apollo.io OpenAI / Claude Stripe

2–6 weeks

Data, Dashboards & BI

Turn your operational data into decisions. Custom KPI dashboards, automated reporting, and analytics platforms — the same expertise behind NaviKPI.

Custom KPI Dashboards

Real-time operational dashboards tailored to your metrics. Multi-source data aggregation, drill-down views, role-based access. Built for daily use, not just board meetings.

Automated Reporting

Scheduled PDF/Excel reports delivered to stakeholders — daily, weekly, monthly. Trend analysis, variance highlighting, and executive summaries generated automatically.

Data Consolidation

Unify data from your ACD, CRM, WFM, quality platform, and spreadsheets into a single source of truth. Stop wasting hours reconciling numbers across tools.

Predictive Analytics

Forecasting models for call volume, staffing needs, churn risk, and sales pipeline. Move from reactive reporting to proactive decision-making.

Chart.js SQL Views PDF Export Cron Jobs Real-time

Ongoing / one-time

Maintenance, Support & Audit

Keep your applications healthy, secure, and evolving. Three support tiers plus standalone technical audits for existing codebases.

Essential

Bug fixes, security patches, server monitoring, and dependency updates. Keeps your application running and protected against vulnerabilities.

Business

Everything in Essential plus minor feature development, performance optimization, and priority support. For teams that need ongoing improvements without a full dev team.

Premium

Continuous development, guaranteed SLA, and a dedicated technical lead. Your external CTO on retainer — architecture decisions, roadmap planning, and hands-on delivery.

Technical Audit

One-time deep review: architecture, performance, security, scalability, and technical debt. Actionable report with prioritized recommendations and effort estimates.

HR & Recruitment

Outsourced recruitment, continuous RPO, and full HR administration. Multilingual sourcing from Tunisia and Spain, serving clients worldwide. All recruitment processes are managed through RecruitFlow, our proprietary ATS — ensuring structured pipelines, AI-powered candidate scoring, and full traceability from sourcing to onboarding.

Recruitment (RPO)

We find, screen, and shortlist candidates for you. From agents to managers, with a replacement guarantee on every hire. Every process runs on RecruitFlow with AI scoring, competency mapping, and full pipeline visibility for you.

Agent Profiles

Sourcing, screening, and shortlist of 3–5 qualified candidates per role. Ideal for call center and customer service positions.

Supervisor Profiles

In-depth interviews and competency evaluation. For team leads, coordinators, and operational supervisors.

Manager & Specialist

Executive search with reference checks. For managers, quality leads, and hard-to-find specialist profiles.

Volume Campaigns

10+ identical positions, continuous recruitment pipeline. Lower cost per hire through batch processing and shared sourcing.

Continuous RPO (Retainer)

A dedicated recruiter embedded in your hiring process. Predictable cost, consistent pipeline, zero ramp-up time.

Starter

Part-time dedicated recruiter. Up to 5 hires per month. Perfect for steady-state hiring needs.

Growth

Full-time dedicated recruiter. Up to 12 hires per month. For scaling teams or multi-site operations.

Scale

Dedicated recruitment team (2+ recruiters). Custom capacity for high-volume or multi-market expansion.

HR Administration

Outsourced HR operations — payroll, onboarding, and legal compliance. Focused on Tunisia with Spain coverage.

Payroll & Declarations

Pay slips, CNSS contributions, and social declarations handled monthly. Full compliance with Tunisian labor law.

Administrative Onboarding

Employment contracts, legal documentation, and social security registration. One package per new hire, fully managed.

Employer of Record (Tunisia)

Hire in Tunisia without a local entity. We handle the legal structure, payroll, and compliance — your team, our umbrella.

Tech Staff Augmentation

Need developers, designers, or technical PMs? We source, vet, and embed technical profiles into your team — nearshore from Tunis, reporting to your PM.

Developers

Junior (1–3y), mid (3–6y), and senior/lead (6y+) profiles. Front-end, back-end, full-stack. Embedded in your workflow and tools.

Technical PM

Sprint planning, coordination, stakeholder reporting. Manages your development pipeline so you focus on product decisions.

UX/UI Designer

Wireframes, prototypes, design systems, and user research. From concept to pixel-perfect handoff.

Quality Assurance

Outsourced quality monitoring, calibration, and operational audits for contact centers. We measure what your customers actually experience.

Recurring QA Monitoring

Systematic evaluation of customer interactions — calls, chats, emails — with structured scoring and actionable feedback.

Interaction Evaluations

Listening, scoring against your custom grid, and written feedback per interaction. Available in any language your team operates in.

Calibration Sessions

Inter-rater calibration sessions (up to 8 participants). Align your quality standards across evaluators, sites, and projects.

Monthly QA Report

Trend analysis, agent-level performance breakdown, and a concrete action plan. Data-driven recommendations, not generic observations.

Outsourced QA Team

A dedicated quality analyst — or a full QA team — working as an extension of your operations.

Starter

Part-time QA analyst. 50 evaluations, 1 calibration session, and 1 monthly report. For small teams or pilot programs.

Standard

Dedicated QA analyst. 150 evaluations, 2 calibration sessions, and comprehensive reporting. For established operations.

Premium

Full QA team with a QA lead. Custom evaluation volume, continuous calibration, and strategic quality consulting.

Audits & Consulting

Deep-dive assessments and ISO preparation. For operations that need a structured path to compliance or transformation.

Full Operational Audit

End-to-end review of processes, quality, technology, and HR. 5–10 days on-site or remote, with a detailed report and prioritized recommendations.

Targeted Quality Audit

Focused assessment on a specific process or project. 2–3 days, designed for quick wins and immediate improvements.

ISO Preparation

Methodology, gap analysis, and ongoing coaching for ISO 18295, 9001, or 27001 certification. We prepare you — the auditor validates.

Quality, Technology & Talent — with a human touch

25+

98%

5

Three pillars, one mission

Software Development

Quality Auditing

Global Staffing

From first conversation to measurable results

Discovery & Diagnosis

Strategy & Architecture

Execution & Iteration

Launch & Continuous Improvement