Omnichannel support that actually moves the needle
Voice, chat, email, WhatsApp, socials. One team. One SLA. Zero chaos.
Outcomes we commit to:
- Faster first response times
- Higher first-contact resolution
- Lower cost per contact
- Happier customers and cleaner CSAT
Why Cross Atlantic?
- Built for scale: WFM, forecasting, elastic pods
- Outcome-first: We tie QA to business KPIs, not vanity metrics
- Plug-in model: Use your stack or ours without re-platforming
- Transparent pricing: Per-hour or per-resolution with clear SLAs
What we do
Inbound Support
Customer care, technical helpdesk, order tracking, returns, billing queries, warranty support, appointment scheduling.
Outbound Programs
Lead qualification, callbacks, renewals and win-backs, feedback/NPS outreach, collections with compliance.
24×7 Service Desk
Tier 0–2 triage, incident intake, knowledge-base resolution, on-call issue tracking, root-cause analysis.
P2P Texting
P2P texting bridges the gap between automation and authenticity—making customer outreach faster, smarter, and more human.
B2B Account Support
SLA-driven case management, VIP queues, enterprise portals, usage and renewal nudges.
Trust & Safety
KYC checks, listing moderation, fraud flags, dispute intake, basic UGC review.
Channels we cover
Voice: PSTN, SIP, cloud telephony
Messaging: WhatsApp, SMS, Apple/Google Business Messages
Chat: Website/app live chat, chatbots with human handoff
Email: Shared inboxes with SLA routing
Social: Instagram, Facebook, X, YouTube comments and DMs
How we run it
Discovery
Scope, volume model, language mix, SLAs, QA rubric.
Playbooks
SOPs, call flows, escalation maps, macros, knowledge base.
Tooling
We can work in your stack or deploy ours. See below.
Pilot
Two-week pilot with daily standups and rapid tuning.
Scale
Forecasting, WFM, queue design, multi-skill routing.
Optimize
Weekly QA, coaching, root-cause, CX analytics, A/B scripts.
Years of Experience
Employees
Delivery Centers
Clients