Telecom Contact Center Workforce Operations, Made Insanely Easy

Human support for your outages, surges, and technical inquiries made simple. ShyftOff autonomously manages your human workforce around generative AI + W2s—so your contact center is perfectly staffed, optimized, and cost controlled.

See How it Works

The problem

Telecom contact centers are under enormous pressure:

AI adoption is accelerating—but 95% of generative AI pilots fail because AI isn’t enough to handle complex conversations.

Outage and surge calls create extreme volatility that in-house agent teams can’t absorb.

Traditional BPOs are black boxes: slow, inflexible, and expensive, with questionable agent quality.

WFM tools are great for workforce ops, but don’t offer people—they can’t recruit, certify, QA, or run payments.

Human customer support is complicated, expensive, and not ready for AI without effective orchestration.

The ShyftOff Solution

ShyftOff is the Agentic Workforce Delivery Platform for telecom contact centers. An automated platform that scales and manages a high quality, human workforce around your generative AI + W2s.

How It Works

[ 1 ]

Connect

your contact center stack – we support over 50+ integrations

[ 2 ]

Import

your FTE forecast and agent training

[ 3 ]

Automate

matching and certification of top agents to your exact standards

[ 4 ]

Done-For-You

orchestration of the right mix of AI + human agents for perfect staffing

[ 5 ]

Optimize

performance continuously with Agentic AI QA

ShyftOff workflows dashboard showing customizable workforce delivery workflow builder with illustrated rocket graphic.

Not just words, Proof

Telecommunication tower with antennas overlooking modern city skyline

Change “A major telecom provider..” to “Major telecom provider faced quality challenges and missed SLAs. Traditional BPO partners couldn’t scale fast enough. With ShyftOff:

Scaled 3x agent capacity within 12 hours using flexible pools
Reduced wait times by 42% during peak outage calls
Maintained quality with AI QA monitoring of 100% of interactions
Saved 35% in costs compared to legacy outsourcing
Read the case study

Benefits

Flexible work designed for top customer service professionals that love supporting customers 

Business team having meeting in modern conference room with laptops and documents

For Leadership

The most cost-effective workforce delivery with full transparency

Business professionals discussing strategy during a meeting in modern office

For Operations

One-click orchestration eliminates outage staffing chaos

Remote customer support agent working on laptop with headset

For Customers

Faster resolutions and better CX from passionate, helpful agents

The Easiest Tech You’ll Ever Implement

Built to work with your existing CcaaS tech
Secure API-based connections with seamless data transfer
Provided engineering support to ensure low-effort integration from your team
Fully automated support that gives you transparency and control
50+
more integrations available

Features

Flexible work designed for top customer service professionals that love supporting customers 

Smiling customer support agent wearing a headset and orange shirt, engaging in a video call at her desk.
Command Central Dashboards

Watchtower view into workforce ops + spend

Agent Matching & Certification

ID-verified expert agents certified with your materials

Illustration of ShyftOff global workforce map with agent profile photos pinned across North America, South America, and Asia.
Elastic, On-Demand Staffing

Scale in 30-minute shifts for perfect staffing during intraday and seasonal surges

Traveler working on laptop and phone while waiting at airport with suitcase
Priority Boarding

Top agents take 90% of shifts for consistent service

ShyftOff platform interface showing new agent matches with reliability scores
AI QA Layer

Monitors every interaction for compliance + quality

ShyftOff training video of professional support agent with headset
Remote worker wearing glasses and headphones, concentrating while looking at a laptop screen during an online session.

Explore our Resources

Identity Protection Firm Uses Flex Model to Ramp 2500 Hours Daily for Healthcare Data Breach

Healthcare

Nationwide BPO Achieves 30%+ Inbound Sales Conversion

Inbound Sales

Social Enterprise Improves Customer Satisfaction by 20%

Social Enterprise

Insurance Company Successfully Onboards 300 Agents to Support Hurricane Claims

Insurance

Utilities Consortium Increases Support Capacity by 10x

Utilities

Digital Health Platform Achieves 2-3x Seasonal Flex

Healthcare

Tax Software Company Scales 100s of Agents During Tax Season

Finance/Banking

Fiber Telecommunications Company Saves 30% in Operating Costs & Solves Tough-to-Staff Intervals

Telecom
all customer stories

Competitive Differentiation

Close-up of printed business reports with bar charts and line graphs on a desk.

Vs. BPOs

ShyftOff isn’t a black box. You get real-time visibility, elastic staffing, and better agents at 35–55% less cost.

Female customer support agent wearing a headset having a video call with a smiling woman on a laptop screen.

Vs. WFM Tools

These tools are gamechangers for workforce ops but don’t provide the people. ShyftOff automatically recruits, onboards, schedules, runs QA and payments for you.

Woman in a headset working on a desktop computer with multiple windows open on the screen.

Vs. Tech-enabled outsourcing

We aren’t an agency—we’re an automated platform that manages and supports your scalable workforce ops for you.

Frequently Asked Questions

Still curious? We’ve answered the most common business questions.

Have more questions?
Read our FAQ page. 
Abstract illustration with three profile photos connected by circular orbit lines

The easiest way to run contact center ops, automatically.

Talk to an Expert
See ShyftOff in action
Abstract illustration with four profile photos connected by circular orbit lines
Collage of diverse people representing ShyftOff’s global talent network