Each client has their own compliance rules, scripts, DNC lists, and SLAs. PinnacleVoice isolates all of it at the data level — not just the interface level — so you can onboard new clients in hours and run 10 campaigns simultaneously without crossover risk.
A single-tenant contact center platform adapted for BPO use is a different product from one built for it from the start. The difference shows up when a client asks for their own DNC list, when a supervisor should only see their client's recordings, or when you need to invoice one client for predictive-dialing volume and another for inbound minutes.
PinnacleVoice was architected for BPO from day one. Every isolation mechanism — data storage, reporting, compliance settings, agent access, billing metrics — is client-scoped at the database layer, not just at the interface layer.
Each client environment stores contacts, recordings, call logs, and compliance records in isolated data partitions with separate encryption keys. No query can return data from a different client's environment, regardless of what the interface shows.
Each client has its own DNC list, compliance settings, calling window restrictions, and consent documentation. A healthcare client's HIPAA settings don't affect a telemarketing client's campaign. Compliance is scoped per environment.
Client supervisors see only their client's data, recordings, and agent performance. BPO admins get cross-client visibility. Agents are assigned to specific client campaigns and cannot access records outside their assignment.
BPO pricing runs on concurrent active seats — how many agents are logged in at the same time — rather than named agents. Three shifts using the same workstation counts as one seat, not three. Pricing that reflects how BPOs actually operate.
Reports filter automatically to each client environment. Generate a performance summary, campaign report, or SLA compliance report for any single client without touching a spreadsheet or exporting raw data. White-label report delivery available.
Present the platform under your own brand to clients. Custom domain, your logo, your color scheme. Client supervisors log in to what looks like your proprietary platform — no PinnacleVoice branding visible to their team.
BPO contracts typically include performance SLAs — contact rate minimums, quality score floors, service level targets. Finding out you missed a client's SLA after the period closes is a contract risk. Finding out in real time gives you a chance to respond before it becomes a contractual issue.
PinnacleVoice's alert system fires when any client's metrics approach a configured threshold. Contact rate drops below target? Alert fires. Abandonment rate creeps up? Alert fires. A specific agent's quality score trends down? Alert fires — and links directly to the relevant call recordings.
Tell us how many clients you manage, your current seat count, and the campaign types you run. We'll build a BPO-specific proposal with concurrent-seat pricing.