Skip to content
Spineby Bill Gosling

Solutions

BPO and Contact Centers

BPOs and contact centres run AI agents and human agents for many clients at once. Spine puts them on one governed floor with shared approvals, quality and audit, and keeps every client apart.

Book a demoSee the framework explorer

The problem

Every client brings its own rules and its own auditors.

Adding AI to a multi-client floor multiplies the ways things can go wrong.

  • Many clients, many rules

    Each programme has its own scripts, disclosures and regulations, often across several countries.

  • Two workforces

    AI agents and human agents are managed in different tools, so nobody sees the whole floor.

  • Due diligence

    Clients ask for security and AI governance evidence before they let you put AI on their customers.

How Spine answers it

One floor for AI and people, per client.

All four products share the same approvals, guardrails and ledger, and each client is its own tenant.

  • Voice AI

    AI agents for routine calls on each client’s procedure.

    Learn more

  • LiveAssist

    Live coaching and translation for your human agents.

    Learn more

  • NEQQO

    Quality and compliance scoring across AI and people, per client.

    Learn more

  • Collections

    Governed collections programmes for lending clients.

    Learn more

On the platform underneath

  • Tenant isolation

    Each client is kept apart by Postgres row level security in the database, not only in application code.

    Deployment

  • Cockpit

    Pause a product, set an autonomy ceiling or a daily spend cap without an engineer. Every change is recorded.

    Cockpit

  • Compliance Center

    Controls mapped across 15 frameworks with evidence, owners and attestations. Audit prep starts from a pack, not a scramble.

    Compliance Center

Regulations that matter

Mapped to what your clients will ask about.

Evidence is collected per tenant, so each client sees its own controls and nothing from anyone else.

  • SOC 2

    Controls mapped with evidence from the platform for client security reviews.

    GlobalControls mapped

  • ISO 27001 and ISO 42001

    Controls mapped for information security and AI management systems.

    GlobalControls mapped

  • PCI DSS

    Controls mapped for payment conversations handled for clients.

    GlobalControls mapped

  • TCPA

    Controls mapped for consent and calling rules on outbound programmes.

    USControls mapped

  • GDPR and CCPA

    Controls mapped for privacy rights on the personal data you process for clients.

    GlobalControls mapped

  • DPDP

    Controls mapped for consent and data principal rights on delivery centres and customers in India.

    IndiaControls mapped

Controls mapped, not a certification

Spine maps its controls to these frameworks and collects evidence from the platform itself. That is designed to support your own compliance work. It is not a certification and it does not replace your legal advice.

Illustrative scenario

A BPO adds AI agents to an existing client programme.

A multi-client BPO wants to put AI agents on a telecom client’s billing line without mixing data or rules with its other clients.

  1. Client tenant

    The programme gets its own tenant, isolated in the database, with the client’s procedures and guardrails.

  2. AI and people together

    Voice AI takes routine calls and hands complex ones to agents coached by LiveAssist.

  3. Quality on one scale

    NEQQO scores AI and human calls against the client’s scorecard.

  4. Client review

    The client gets an evidence pack for its programme and can see who approved what.

Illustrative scenario

This is a composite example of how the products work together. It is not a customer story and it describes no real organisation.

Run AI and people on one governed floor.

We will set up a sample client tenant and show AI and human work side by side.

Book a demoLiveAssist