Your contact center's know-how is exactly what labs are asking for
Every resolved ticket and well-handled call shows how real problems get solved. BPOs and call centers often have years of that history across many systems, and that kind of operational workflow is in demand with AI labs.
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Who fits
- Support-heavy businesses of any industry with years of tickets, chats and email support
- Business process outsourcers (BPOs) serving multiple client brands
- In-house customer service and support centers
- Inbound, outbound and blended contact centers
- Back-office processing and chat or email support teams
What a provider looks at
- A desk team: employees and contractors who work at a desk in your company's email and software. Field and hourly crews who aren't in the systems aren't the desk count.
- Several years of history in your systems.
- Work across systems, such as email, chat, file storage, CRM, tickets and billing.
- Requirements vary by provider, sector and dataset, and the provider confirms fit.
What a licensable workflow can look like
A billing dispute comes in by phone. The agent follows the script, escalates to a supervisor, logs a disposition code, and the call is later QA-scored with coaching notes that feed a script update.
A generic illustration, not a real client. Labs value the sequence of steps, decisions and handoffs across systems; how personal details are handled belongs in the agreement.
Records that count
- Ticket and case threads with how each was resolved
- Zendesk and Freshdesk tickets, chats and macros your team wrote
- Calls recorded with consent, plus transcripts and how they ended
- Chat and email support conversations
- QA scorecards, coaching notes and call disposition codes
- Knowledge bases, scripts and SOPs
- Workforce scheduling and escalation workflows
Good to know
- Records you create for client brands under master service agreements or statements of work may belong to those clients. Your own QA, training, scheduling and process records are usually yours, and the provider's review sorts out what's licensable.
- Call recordings need to have been made with consent.
- Caller names, phone numbers and account details are handled as the agreement specifies.
- Kept out unless a review and the agreement say otherwise: privileged material and client matter files, health information and biometric data, payment card and bank account numbers, passwords and credentials, data about minors, export-controlled or classified information, another party's data or licensed third-party content, and sensitive personnel, safety or critical infrastructure details. Scope is a choice, so you can leave out anything else, such as pricing or trade secrets.
- Workflow data from QuickBooks, NetSuite and HR systems still counts.
- Usually not a fit anywhere: data involving minors, export-controlled or classified data, mostly paper records with little digital history, or records you don't have the rights to license.
- How personal details are removed or replaced belongs in the agreement, and the provider's review sorts out what's licensable. When in doubt, it's worth a conversation.
Tools your team already uses
Common support teams, bpos & call centers software we see. Don't see yours? Other systems can hold the same kind of work, and old or retired systems can count too.
Contact center & dialers
- NICE CXone Mpower
- Genesys Cloud
- Five9
- Talkdesk
- Amazon Connect
- Convoso
Ticketing & CRM
- Zendesk
- Salesforce Service Cloud
- Freshdesk
Workforce & quality
- Verint
- Calabrio ONE
Team collaboration
- Microsoft Teams
- Slack
What counts is your team's own work in and around these tools: the emails, tickets, notes, tracking and billing. No files are collected on this site, and we never ask for passwords.
Product names are trademarks of their respective owners and are listed for reference only; no affiliation or endorsement is implied.
See If You Qualify
A few quick questions. No files needed, and we never ask for passwords.
Opens the fit check on historypays.com in a new tab. No files are collected on this site.