SOFTWARE AND AI BUILT FOR BPO AND CONTACT CENTER OPERATIONS
Handle More Customer Calls With the Same Team Size
Kodexo Labs develops custom software and AI systems for BPO providers, in-house contact centers and customer support teams. We build voice agents, call analytics, agent coaching tools and ticket automation that work with your current phone and CRM platforms. For Response BPO, our call analysis platform improved first-call resolution by 20% and reduced coaching time by 40%.
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Trusted by Contact Center Teams and Inc. 5000 Brands
KODEXO LABS FOR BPO & CONTACT CENTERS
Kodexo Labs Builds AI That Lets Contact Center Teams Focus on Complex Calls
Agents spend much of each shift on repeat questions, after-call notes and searching for answers across several screens. Kodexo Labs develops software that answers routine inquiries automatically, writes call summaries and gives agents the right information during the conversation, so supervisors can spend more time coaching and less time reviewing calls.
See which customer interactions can be handled without an agent.
- 30%
Improvement in agent performance after rolling out our call analytics and coaching platform for Response BPO.
- 90%
Call completion rate achieved by the AI voice intake agent we built for MZA Healthcare.
- 100%
Of new orders received an automated follow-up call within minutes through our AI voice agent for Shopify stores.
- 51+
AI products our team has built and launched for clients in different industries.
Greater profitability reported by contact centers with mature AI capabilities
More customer issues resolved per hour when support agents use an AI assistant
Of customer service leaders are under pressure from executives to implement AI in 2026
Of contact centers already use AI agents as part of their daily operations
OUR SERVICES
Software Development and AI Services for BPO Providers and Contact Centers
Kodexo Labs builds custom software, AI agents and system integrations for BPO providers, in-house contact centers and customer support teams. Select a tab to see how we support your agents, channels and client operations.
Custom Software Development
Build agent desktops, scheduling tools, QA scorecards and client reporting dashboards around how your agents and supervisors work. Show customer history, tickets and call details on one screen.
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Mobile App Development
Develop iOS and Android apps that let customers request support and track open cases. Supervisors can also use them to check queues and team performance from anywhere.
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Intelligent Automation
Automate after-call notes, ticket tagging and routing, follow-up emails, and simple refund and account update requests, so agents spend less time on data entry.
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Cloud and AI Infrastructure
Set up secure cloud hosting for phone, chat and AI systems that handles rising call volumes, with access controls, call recording storage, backups and uptime monitoring.
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Find the Right Service for Your Contact Center
Tell us your call volumes, channels and the tasks that slow your agents down. Our team will recommend the service that fits your operation and the platforms you already use.
OUR DELIVERY PROCESS
From First Call Analysis to a Fully Working System
Contact center software has to work during live customer calls, protect customer data and fit around agent schedules. Our five-stage process starts with your call data and ends with a system your agents and supervisors use on every shift.
Discovery and Strategy
- Call and ticket review
- Use case selection
- Target metrics
Architecture and Design
- Platform connections
- Conversation flows
- Data protection plan
Development and Integration
- Sprint demos
- Knowledge base setup
- AI training on your data
Testing and Launch
- Call scenario testing
- Phased go-live
- Agent training
Support and Optimization
- Conversation reviews
- AI updates
- Performance reports
FREE FOR BPO AND CONTACT CENTER TEAMS
Get a Free Working AI Prototype for Your Support Team
Share sample calls, chats or tickets from one task. We build a working prototype and walk your team through it live.
- A working AI prototype trained on your sample conversations
- Secure access for supervisors to test it
- A live session with the engineers who built it
- Estimated savings in handle time, staffing or cost per contact
- A timeline and cost for full deployment
AI AND SOFTWARE FOR EVERY CUSTOMER INTERACTION
What We Build for BPO and Contact Center Teams
We build AI and software that help your contact center answer customers faster, keep quality consistent and reduce manual work for agents and supervisors.
Inbound Call Agents
Answer customer calls, resolve common requests and transfer complex issues to a human agent.Website and App Chat Agents
Respond to customer questions in chat using your help articles and policies.WhatsApp and SMS Agents
Handle support requests and status updates on messaging channels customers already use.Outbound Call Agents
Call customers for reminders, follow-ups, renewals and appointment confirmations.After-Hours Coverage
Keep phone and chat support available at night, on weekends and on holidays.Multilingual Support
Serve customers in several languages without hiring separate language teams.
Live Answer Suggestions:
Show agents recommended replies and help articles during the conversation.Customer Context Panel
Display account details, order history and past tickets on one screen.Knowledge Base Search
Let agents ask a question in plain language and get the answer from internal documents.Automatic Call Summaries
Write notes and next steps into the CRM when each call ends.Script and Compliance Prompts
Remind agents of required disclosures and steps during the call.
Call Transcription
Convert every recorded call into searchable text, including speaker labels.Automated Quality Scoring
Score 100% of calls against your QA checklist instead of a small sampleSentiment Detection
Flag frustrated customers and calls at risk of escalation.Top Performer Analysis
Identify the phrases and approaches used by your best agents.Compliance Monitoring
Detect missed disclosures, prohibited language and policy breaches.
Personalized Coaching Plans
Recommend training for each agent based on their scored calls.AI Practice Calls
Let new agents rehearse difficult conversations with an AI customer.Campaign Script Generation
Create call scripts for each campaign from successful past conversations.New Agent Onboarding
Shorten training time with guided lessons and a searchable knowledge assistant.Coaching Progress Reports
Track each agent’s scores and improvement over time.
Automatic Ticket Tagging
Assign category, priority and product to every incoming ticket.Smart Routing
Send each ticket or call to the agent with the right skills and availability.Duplicate Ticket Detection
Merge repeat requests from the same customer into one case.Draft Ticket Replies
Prepare a reply for the agent to review, edit and send.Escalation Alerts
Notify supervisors when cases are at risk of missing service levels.
Call Volume Forecasting
Predict call and chat volumes by hour, day and campaign.Shift Scheduling
Build agent schedules that match forecasted demand and service level targets.Real-Time Queue Monitoring
Show wait times, abandoned calls and agent status as they change.Attendance and Adherence Tracking
Compare agent activity against scheduled shiftsCapacity Planning
Estimate the staff needed for new clients, campaigns or seasonal peaks.
Client Reporting Portals
Give each client secure access to their own call, ticket and SLA reports.SLA Tracking
Monitor response times and resolution targets for every client contract.Multi-Client Data Separation
Create agreement drafts from approved clauses, business terms, and standard templates.Billing and Invoicing
Calculate client charges from handled calls, minutes and tickets automatically.Client Onboarding Workflows
Set up queues, scripts and knowledge bases for new clients faster.
CRM and Helpdesk Connections
Link AI tools with Zendesk and the other platforms your team uses.Unified Customer History
Combine phone, email, chat and messaging records in one customer view.Phone System Integration
Connect voice agents and analytics to your existing phone platform.Platform Migration
Move tickets, recordings and customer data to a new contact center system without losing history.Custom Reporting Dashboards
Combine data from all channels into one view for operations managers.
Inbound Lead Response
Call or message new leads within minutes of a form submission.Lead Qualification Calls
Ask screening questions and pass qualified leads to sales agents.Appointment Setting
Book meetings directly into sales calendars during the conversation.Post-Purchase Follow-Up
Call customers after an order to confirm details and offer related products.Lead Re-engagement
Contact leads who stopped responding with scheduled follow-up messages.
Automated Post-Call Surveys
Send CSAT and NPS surveys by SMS or email after each interaction.Feedback Analysis
Group survey comments by topic to show the main causes of complaints.Self-Service Help Centers
Let customers find answers and track requests without contacting support.Order and Account Status Lookup
Give customers instant updates on orders, bookings or claims by voice or chat.Voice of Customer Reports
Combine feedback from calls, chats and surveys into monthly insight reports.
Our Standards for Contact Center Software and AI Development
Customers notice every wrong answer, long pause or failed transfer. Every system we build for contact centers is designed, tested and maintained against these six standards.
Accurate Answers Only
The AI answers only from your approved help articles, policies and scripts. When it does not know the answer, it says so and passes the conversation to an agent instead of guessing.
Clear Human Handoff
We define exactly when a call or chat moves to a person, such as an upset customer, a billing dispute or a request outside the AI’s scope. The agent receives the full conversation, so the customer does not repeat themselves.
Natural Response Speed
Voice agents are tested for reply speed, so callers do not hear long silences. We measure response times under your expected call volume before launch.
What Clients Say About The Team
Fast-growing organisations do not applaud a consulting partner for polished slide presentations; they praise it for showing up when something actually breaks. The notes below come from founders who watched Kodexo Labs work the problem in real time.
Kodexo Labs has met all expectations; the team delivers on time and manages the project seamlessly. They respond promptly to needs and communicate effectively through virtual meetings, Google Chat, and WhatsApp. Overall, they're highly passionate about the project and excel in customer service.
Christopher Brigham
MD President, Brigham and Associates, Inc.
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Awards & Recognition
Award-Winning AI and Software Development Company
Kodexo Labs has received awards from Clutch, The Manifest, TopAppFirms and SelectedFirms for AI and machine learning development, based on verified client reviews. BPO providers and contact centers work with the same engineering team behind these awards.
- 2026
Top Clutch Machine Learning Company San Francisco
- 2022
Top Artificial Intelligence Companies by TopAppFirms
Top AI Development Company by Selected Firms
- 2024
Top Clutch Artificial Intelligence Company
- 2024
Top Clutch Chatbot Company Award
- 2024
Clutch Champion Spring
Most Reviewed Artificial Intelligence Company, The Manifest
Upwork Top 1% · Top Rated
- 2024
Top Clutch Generative AI Company Award
Verified Service Provider, HeroAgencies
The Contact Center Teams We Work With
An outsourced BPO serving many clients, a company running its own support team and a software vendor building contact center products each face different challenges. We plan every project around who handles the conversations and who measures the results.
Outsourced BPO Providers
BPOs manage many client accounts, each with its own scripts, service levels and reporting requests. We build AI agents, quality scoring and client reporting portals that keep every account separate and help your teams handle more volume without hiring at the same rate.
In-House Customer Support Teams
Companies running their own support centers need faster answers for customers and less repetitive work for agents. Kodexo Labs connects AI to your helpdesk, CRM and phone system, so routine requests are resolved automatically and agents focus on complex cases.
Contact Center Software Companies
Vendors of contact center, helpdesk and CX platforms use our engineers to add AI features to their products, such as agent copilots, automated ticket handling and help site assistants. We built two AI agents of this kind for Bright Pattern.
Compliance
How We Protect Customer Conversations and Data
Our contact center systems encrypt call recordings, transcripts and customer records, mask payment details and limit access by role. Every action is logged for client and internal audits.
ISO
ISO/IEC 27001 Information Security Management
SOC2
System and Organization Controls 2
FERPA
Family Educational Rights and Privacy Act
CCPA
California Consumer Privacy Act
PCI-DSS
Payment Card Industry Data Security Standard
HIPAA
Health Insurance Portability and Accountability Act
NIST AI RMF
National Institute of Standards and Technology
GDPR
General Data Protection Regulation
COPPA
Children's Online Privacy Protection Act
EU AI Act
European Union Artificial Intelligence Act
Our Core Capabilities for Contact Center Technology
Kodexo Labs builds the main systems a modern contact center depends on: AI that talks with customers, tools that help agents find answers, connections between your existing software and reports that show how your team is performing. Together, they help your team handle more conversations with fewer errors and less manual work.
[1]
Voice and Chat AI
We build AI that holds natural conversations with customers by phone, website chat, WhatsApp and SMS. It understands different accents and ways of speaking, answers routine questions and passes complex cases to an agent.
[2]
Answer Search for Agents and Customers
We build systems that find the correct answer in your help articles, policies and past tickets within seconds. Each answer shows where the information came from, so agents can check it before sharing it with a customer.
[3]
Connections With Your Existing Software
We connect new tools to the phone system, CRM and helpdesk your team already uses. Customer details, call notes and ticket updates are saved automatically, so agents do not copy information between screens.
[4]
Call Review and Performance Reporting
We build tools that review every call and chat, score quality, flag unhappy customers and show what top agents do differently. Managers see results by agent, team, campaign and client in one dashboard.
Certified Partners of the Platforms We Build On
Kodexo Labs is an approved partner of the cloud, AI and records platforms behind its systems, and is independently rated among the top AI development firms.
Why BPO and Contact Center Leaders Choose Kodexo Labs
Contact center AI must perform during real customer conversations, at real call volumes, with results your clients can see. Our team has built these systems for BPO and support operations, so your project starts from tested experience.
INTEGRATIONS AND TECH STACK
The Tools and Platforms Behind Our Our Contact Center Systems
We work with the phone, messaging and helpdesk platforms your agents use every day, and build AI with proven voice and language tools. Your contact center keeps its current setup while new features are added on top.
- Microsoft 365
- Microsoft Outlook
- Microsoft Teams
- Microsoft SharePoint
- Microsoft Power BI
- Microsoft Power Automate
- Google Workspace
- KoBoToolbox
- ODK
- Twilio
- Slack
- OpenAI
- Anthropic Claude
- Azure OpenAI
- Google Gemini
- Deepseek
- LangChain
- LangGraph
- CrewAI
- AWS
- Microsoft Azure
- On-Premise Servers
- PostgreSQL
- MongoDB
- Supabase
- Qdrant
- Python
- FastAPI
- React
- React Native
- Next.JS
The Leaders Who Guide Every Contact Center Project
Our co-founders and Head of AI take part in every contact center project from the first call review to launch. They approve the system plan, review AI conversation quality at sprint demos and make sure decisions about your customer data have senior oversight.
Hammad Siraj
Co-founder & CEOStarted as a MERN instructor and worked his way up to lead software engineer before co-founding Kodexo Labs, while finishing his computer science degree at Karachi University. Proved the model on Upwork, delivering beyond scope until it earned a Top 1% badge.
- Top 1% on Upwork
- Full-stack engineering
Muhammad Hanzala
Co-founder & COOWas building web and mobile applications independently while teaching development before co-founding Kodexo Labs alongside Hammad, also while finishing his CS degree at Karachi University.
- Web & mobile apps
- Development educator
Syed Umaid Ahmed
Head of AIA PhD scholar in Computer Vision and Artificial Intelligence at FAST-NUCES, researching under Dr. Muhammad Atif Tahir since 2022. A Microsoft Certified BI Analyst with 17 published research papers, including a Q1-ranked survey in Elsevier’s Expert Systems with Applications.
- PhD scholar
- 17 research papers
- Microsoft Certified
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