Customer operations built for the standards your customers expect.
Operator-led delivery from Central Europe with US management. Every scoped interaction analyzed for quality, sentiment, and compliance. Built for operators who measure what customers actually experience, not just what an agent handled.
No call data required to start. 30-minute scoping conversation with our CEO.
Customer operations services, end-to-end.
Four service categories, each delivered as a dedicated program with operator-led management and the intelligence layer included from day one.
Customer Support
Inbound and outbound customer interactions across voice, chat, email, and social. Dedicated teams, calibrated quality, real-time visibility.
Explore service →Technical Support
Tier 1 and Tier 2 technical support for software, hardware, connected devices, and SaaS products.
Explore service →Back-Office Operations
Billing inquiries, account services, document processing, claims handling, and other back-office workflows.
Explore service →Nearshore Delivery
Central European workforce delivered from Tirana, Durres, and Pristina. US time zone coverage, 20+ languages.
Explore service →Built for operators who care about what customers actually experience.
We run operations, not supervision
Every program runs with dedicated agents, an operator team lead, and a calibration cadence. We do not subcontract or staff-augment out of scope.
Every interaction analyzed
Not the 3-5% legacy QA sample. Every scoped call, chat, and email is analyzed for sentiment, compliance, and quality through our intelligence platform.
Operator-led from day one
Programs are designed and managed by people who have run programs. Not account managers escalating to operations.
Central European delivery
Tirana, Durres, and Pristina. EU-candidate countries, US time zone coverage, 20+ languages at full quality, no graveyard shifts.
10 business days to live operations
From SOW signature to live agents handling scoped volume. Standard ramp, not a marketing claim.
Built on our own operation
The platform was built to fix problems we encountered running customer support. It was scored against our own work before any client saw it.
Industry depth, not generalist staffing.
Programs designed for the specific workflows, compliance requirements, and customer expectations of each vertical.
Zentara. The platform behind every Simetrix operation.
An AI-native intelligence platform that analyzes every scoped interaction for quality, sentiment, compliance, and outcome. Not a QA tool. Not an analytics overlay. The operating system for customer experience.
What the intelligence layer surfaces, every day.
The intelligence platform analyzes 100% of scoped interactions, not 3-5% sampled by traditional QA.
Compliance signals on every call. Churn intent flagged in the moment. Agent burnout patterns surfaced before attrition. Quality scored on the workflow rubric. Eight AI engines running in parallel on every scoped interaction. This is what makes operator-led delivery measurable, not just claimed.
Three ways to bring Simetrix into your operation.
Most clients start with the CX Review. Some run a side-by-side challenger pilot. Others go directly to a dedicated program.
CX Operations Review
A 30-minute scoping call with our CEO. No call data required to start. Written gap summary delivered within 48 hours.
- 30-minute operations conversation
- No call data required to start
- Written gap summary within 48 hours
- Honest next-step recommendation
- Zero commitment
Challenger Pilot
A 60-day dedicated team running on a defined slice of volume. Same KPIs, calibrated the same way. The data is the conversation.
- Dedicated team live in 10 business days
- Side-by-side weekly performance reports
- Scoped interaction analysis on your portion
- No incumbent disruption
- Reversible split unwinds in days
Dedicated Program
A dedicated Simetrix team for a specific workflow or full customer operation. Programs scoped, hired to your workflows, trained to your QA rubric.
- Program scoping and team design
- Hiring and training to your workflows
- Operator-led account management
- Real-time executive dashboards
- Weekly calibration and coaching
Questions operators ask before booking.
Operations conversation, not a sales pitch.
30 minutes with our CEO. No call data required. Written gap summary within 48 hours. Zero commitment, zero follow-up sequences.
Book your CX Operations Review.
30 minutes with our CEO. An operations conversation about where your customer support has visibility, quality, or workflow gaps.
No call data required to start. We respond within one business day with a written gap summary and honest next-step recommendation.