Pontica Solutions
Customer Experience and Contact Center
Pontica Solutions is an award-winning company that provides customer experience and contact center services for technology, gaming, healthcare, logistics, and e-commerce industries, known for its tailored solutions and multicultural workforce.
Size
201-500
Private
1m-10m
Mission
About
Pontica Solutions offers customer experience and contact center services along with back-office operations and IT infrastructure for clients in technology, gaming, healthcare, logistics, and e-commerce. The company operates using a mix of onshore, nearshore, and offshore delivery models and supports a diverse global clientele.
It is recognized for its innovative approach to customer engagement, with a strong emphasis on talent development and advanced data analytics that enhance operational efficiency and customer satisfaction.
Services
Pontica Solutions provides customer experience and contact center services, supported by back-office operations and IT infrastructure. These services include inbound customer support, technical support, social media customer care, and quality assurance, delivered across various channels tailored to meet client needs.
Capabilities
Inbound Customer Support
Technical Support (Tier 1/2)
Social Media Customer Care
Live Chat & Messaging Support
Email Support
CX Consulting & Journey Mapping
Quality Assurance & Monitoring
Voice-of-Customer (VOC) Analytics
Automation & RPA Enablement
Data Engineering & ETL
Customer & Marketing Analytics
Performance Management & SLA Reporting
Industries Served
The company serves clients in technology, gaming, healthcare, logistics, and e-commerce. It has experience supporting businesses ranging from startups to Fortune 500 firms, with services aligned to industry-specific requirements and technology platforms such as advanced data analytics tools.
Unique Stregths
Pontica Solutions is known for its collaborative and tailored approach, offering clients operational excellence and a multicultural workforce fluent in over 20 languages. Its methodology includes leveraging cutting-edge technology and performance reporting, ensuring high-quality service delivery at scale.
Delivery Footprint
Headquartered in Sofia, Bulgaria, the company operates using a mix of onshore, nearshore, and offshore delivery models. It serves clients globally, with teams working in hybrid environments depending on client needs.
Certifications
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Verticals
Technology & SaaS
Gaming & Entertainment
Healthcare & Life Sciences
Retail & e-Commerce
Energy & Utilities
Logistics Transport & Supply-Chain
Clients
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What's the main service provided by
Pontica Solutions
?
Pontica Solutions specializes in delivering customer experience and contact center services, complemented by back-office operations and IT infrastructure. Their comprehensive service portfolio includes inbound customer support, technical support at both Tier 1 and Tier 2 levels, social media customer care, and various communication channels like live chat, email support, and quality assurance. Additionally, they offer customer experience consulting, journey mapping, performance management, and advanced analytics, all tailored to enhance client engagement and operational efficiency.
What additional services does
Pontica Solutions
provide?
When was
Pontica Solutions
founded?
Pontica Solutions was established in 2015, marking nearly nine years in business by 2024. Since its inception, the company has grown significantly, positioning itself as a key player in the customer experience and contact center industry.
What industry verticals does
Pontica Solutions
serve?
Pontica Solutions serves a diverse range of industries, including Technology & SaaS, Gaming & Entertainment, Healthcare & Life Sciences, Logistics, Transport & Supply-Chain, Retail & e-Commerce, and Energy & Utilities. This broad focus enables them to cater to various client needs and industry-specific requirements effectively.
What delivery model does
Pontica Solutions
offer?
Pontica Solutions employs a flexible delivery model that includes onshore, nearshore, and offshore services. Onshore delivery refers to services provided within the same country as the client, while nearshore services are delivered from neighboring countries, allowing for cultural and time zone alignment. Offshore delivery involves services provided from distant countries, often resulting in cost efficiencies. This multi-faceted approach allows Pontica to meet the unique demands of its global clientele.
How many employees and/or seats does
Pontica Solutions
have?
Pontica Solutions has a workforce ranging from 201 to 500 employees. This size allows the company to maintain a robust operational framework while ensuring personalized attention to their clients' needs, enhancing both service quality and efficiency.
Can
Pontica Solutions
be considered a good service provider for startups?
Pontica Solutions can be a valuable service provider for startups looking to establish a strong customer engagement framework. With their extensive range of services, including inbound and technical support, startups can leverage Pontica's expertise to enhance their customer experience from the ground up. Their flexible delivery models also allow startups to scale operations according to their growth trajectory, making them a suitable partner in the early stages.
Can
Pontica Solutions
be considered a good service provider for SMBs?
Small and medium businesses can find a reliable partner in Pontica Solutions, thanks to their adaptable service offerings and commitment to operational excellence. The company's ability to tailor solutions to specific industry needs ensures that SMBs receive the support they require to grow. Additionally, their experience with a diverse client base allows them to provide insights and strategies that can help smaller businesses navigate competitive markets effectively.
Can
Pontica Solutions
be considered a good service provider for enterprises?
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