OmniXela CX RM — Now strengthened through partnership with POSE CX
Innovation meets experience. Together, OmniXela and POSE CX deliver world-class customer experience solutions — combining fresh vision with proven global expertise from POSE CX's Cebu-based hub and international reach. Learn about the partnership →
End-to-End CX Capabilities
Scalable Support Built Around Your Customers
OmniXela CX RM has always been committed to innovation and client-focused solutions. Today, we are proud to announce our strategic partnership with POSE CX, a trusted provider with over five years of proven collaboration. This alliance enhances our ability to scale operations, combining OmniXela's fresh vision with POSE CX's global expertise — anchored in their Cebu-based hub with international reach.
End-to-End Customer Operations
Modular service lines you can stand up independently or combine into a unified support engine.
Customer Service
Omnichannel support with empathy, policy adherence, SLA tracking, and clear escalation paths.
Technical Support
Tiered troubleshooting, ticketing integration, diagnostic workflows, and root-cause analysis.
Email Support
Structured templates, prioritized queues, tone checks, and accuracy reviews with response targets.
Collections Support
Friendly reminders, compliant outreach, dispute handling, and secure arrangement tracking.
Quality Assurance
Call listening, scorecards, weekly coaching, calibration, and performance trend reports.
Reporting & Insights
Daily and weekly dashboards, staffing forecasts, root-cause themes, and action plans.
Built for Quality, Scale, and Accountability
People-First Talent
Carefully selected agents trained for empathy, brand voice, and product depth.
Omnichannel Mastery
Voice, email, chat, and ticketing handled with one consistent customer experience.
Cybersecurity Awareness
Secure workstations, access controls, and ongoing training on data privacy.
Integrity & Compliance
Adherence to client policies, regional regulations, and ethical outreach standards.
Continuous Improvement
QA coaching, calibration, and analytics that compound performance over time.
Start Lean. Scale Confidently.
OmniXela can launch with an initial team of 15 agents and scale month by month toward 100 agents — without compromising quality, training consistency, or operational stability.
Our Operating Approach
Discover requirements
We map your goals, volumes, and success metrics.
Design workflows
Playbooks, routing, and SLAs built around your process.
Train agents
Product, tone, and compliance training before go-live.
Launch with QA monitoring
Guided launch with daily quality checks.
Improve through analytics & coaching
Calibration and insights that compound results.
Measured at every step
Example performance targetsWeekly scorecards on accuracy, compliance, and empathy.
First response on email and ticket queues.
Voice, chat, email, and ticketing targets tracked per channel.
SLA, AHT, FCR, and CSAT dashboards plus weekly business reviews.
Targets are agreed per engagement during discovery and reported transparently from go-live.
Smarter Workflows, Better Customer Outcomes
OmniXela integrates AI-supported tools, workflow automation, ticketing systems, knowledge bases, and analytics dashboards to reduce repetitive work, improve response quality, and help clients make better operational decisions.
AI-Assisted Responses
Suggested replies, summarization, and intent detection alongside human review.
Workflow Automation
Triggers, routing, and SLA escalations across ticketing and CRM systems.
Analytics Dashboards
Live operational visibility for queues, agents, SLAs, and CSAT trends.
Intent classification & suggested reply
- Attach live tracking link
- Set delivery follow-up in 24h
- Tag ticket: logistics
CSAT Trend
+15 pts YTDQA Score Distribution
Avg 93.4Weekly scorecards across accuracy, compliance, empathy, and resolution.
SLA Compliance
Target 95%Response and resolution targets tracked per channel, reported daily.
A Professional Support Environment Designed for Focus and Performance
Dedicated agent pods with modern workstations
Quiet, focus-oriented call floors with monitored acoustics
Secure access controls and segregated client environments
On-site coaching rooms and continuous training spaces
Redundant connectivity, power, and business continuity
Meet the People Behind OmniXela
Driven by people, built for growth — the minds powering every client engagement.
Has championed customer and client success since 2011, building trusted, long-running partnerships across multiple industries. Known for calm, consultative leadership, sharp attention to service quality, and a relentless focus on client outcomes — translating client goals into clear operational plans and holding delivery to the highest standard.
Leads the company's overall direction and day-to-day operational execution, aligning people, process, and technology behind client outcomes. Sets performance standards across sites and drives disciplined growth with a hands-on, results-first leadership style.
Owns financial strategy, budgeting, and profitability. Balances growth investment with disciplined cost control, ensuring every client engagement is sustainable, transparent, and built for long-term value.
Responsible for the day-to-day management and performance of the site, ensuring operational efficiency, service delivery, workforce productivity, and client satisfaction. Implements company strategies, leads site teams, monitors KPIs, and drives continuous improvement to achieve business objectives.
Leads the people agenda across all OmniXela sites in the Philippines — talent acquisition, employee relations, engagement, compliance, and leadership development. A trusted partner to operations, she builds a culture where teams feel supported, grow their careers, and consistently deliver their best work.
Oversees OmniXela's technology infrastructure, cybersecurity posture, and digital transformation roadmap. Ensures our platforms, tools, and data environments remain secure, scalable, and aligned with the operational needs of every client engagement.
Sets the long-term vision and governance of the company while overseeing strategic growth, financial sustainability, and major business initiatives. Supports executive leadership through guidance, oversight, and sound decision-making to ensure the company achieves its objectives.
ContactReady to Build Your Support Team?
Let's discuss your customer support goals, staffing needs, SLAs, and launch timeline. A solution architect will follow up within one business day.