Software I’ve Seen Up Close in BPO and CX, and It Actually Works

I've spent a couple of years inside BPO and CX and one thing I never get tired of is meeting founders who built something because they lived the problem themselves. Not from a whiteboard. From the floor!

Here are a few tools I've seen in action, what they do, and the people behind them.

DataOrb.ai

Founded by Nehal (Neil) Shah , DataOrb turns unstructured customer conversations into something operations teams can actually act on. Instead of another dashboard full of numbers nobody reads, it connects churn signals, agent performance, and resolution patterns into one place. For BPO leaders juggling multiple client accounts with different KPIs, that kind of unified view is worth more than another QA scorecard.

CollaborationRoom.ai

Sameer Maini i built CollaborationRoom.ai after living through the pain of onboarding remote agents during the pandemic shift, and it shows. The platform recreates the visibility of a physical floor for distributed teams, supervisors can see what agents are doing in real time, flag security risks like unauthorized screen sharing, and coach without hovering. Jason Hiland , CRO there, has spent over two decades on the client side of contact centers, so the product roadmap tends to reflect what operations people actually ask for, not what looks good in a demo.

Right Hire

Sam Darwish leads Right Hire , and the pitch is refreshingly honest: most interview processes are already full of bias before AI ever enters the picture. Right Hire replaces the early screening round with structured, scored evaluations tied directly to the job description, so operations leaders spend their time with candidates who are actually qualified instead of candidates who interview well. For high-volume hiring environments, that's the difference between a good hire and an expensive mistake.

Balto

Marc Bernstein started Balto because he kept forgetting his own sales training mid-call. That personal frustration became a real-time guidance tool that listens to conversations as they happen and surfaces the right talking points, compliance language, or next steps directly on the agent's screen. It's one of the few tools in this space that agents genuinely like using, because it coaches in the moment instead of judging after the fact.

Bonus: and for anyone expanding into Latin America

Pablo Brun Arocena leads EOR Solution, powered by Telecom Networks Outsourcing , which handles the compliance side of hiring across the region, payroll, local contracts, benefits, without needing to open a legal entity in every country. For companies scaling operations into LATAM, that's usually the first real bottleneck, and having it handled by a team that already runs contact center operations across the region brings a level of practical understanding that's genuinely valuable.

None of these replace strategy. They just remove friction so your team can focus on the parts of the operation that actually need a human brain. If you're evaluating any of these, or trying to figure out what your BPO or CX company actually needs, that's exactly the kind of conversation Ana Marvulle and I have with clients every week at Pleffken & Marvulle - Marketing for BPO and CX. We've run the floor ourselves, and that's the lens we bring to every recommendation we make!