1. Experienced CX Professionals: The Bedrock
You can’t automate empathy. And when a customer has a complex issue, a data privacy question, or a sensitive request, you need trained, emotionally intelligent humans.
That’s why we still invest heavily in skilled, multilingual CX pros. Whether it’s a regulated financial service, content moderation, or enterprise tech support, we’ve got teams who know how to show up.
They’re the soul of next-gen BPO outsourcing. But they’re only one part of the equation.
2. Battle-tested AI Experts: The Rocket Fuel of Customer Service Automation
In addition, at Conectys, we see AI not as a threat – but as a necessity.
We built a 100% fully AI-powered CX platform that runs CX through chatbots, fully interactive voice-bots offering conversational AI, and email bots. All channels support over 100 languages. Yes, you read that right. It can be deployed autonomously, handle level 1 requests only, operate with a human in the loop, or be 100% people-operated as a training stage for automation. All 24/7.
But here’s where it gets interesting: the real value comes when AI and humans collaborate. Our AI assists live agents with suggested replies, real-time sentiment analysis, and automated quality assurance. Not to mention rapidly evolving tech like accent neutralisation, real-time translation, and emotion AI.
This isn’t theoretical. It’s working right now. And it’s changing what BPO can be.
3. Elastic Gig Workforce: The Next Frontier
Now we’re also in a new territory – and I love it here.
The gig workforce is one of the most underutilised assets in CX. I’m not talking about a random pool of freelancers. I’m talking about a curated, vetted, and trained network of talented people in over 180 countries, covering 100+ languages and hundreds of skill sets.
In fact, 83% of CX leaders say they’re planning to add gig experts to their workforce in the near future.
Need to scale tomorrow? Launch in a new region next month? Plug in a 24/7 multilingual support team in a pinch?
That’s where an elastic gig workforce shines, ensuring a global CX delivery. It brings the speed and agility that traditional BPO outsourcing models can’t match.
And because our gig teams align with our ethical business philosophy, they care about the work. They feel seen, supported, and part of something bigger.
Why All Three? Because Your Customers Expect More
Quick story.
Not long ago, a gaming client came to us with a rush request – they were about to launch a multinational fantasy league event tied to a major tournament. Millions of users. Real-time engagement. Mountains of user-generated content. And the clock was ticking.
They needed global support yesterday.
We got to work. We activated our gig workforce in key markets to provide multilingual coverage. We deployed traditional CX pros to manage escalations and VIP players. And we brought in our AI moderation tools to scan and filter user content in real time.
From zero to full coverage – in just 2 to 3 weeks.
That’s what the modern CX model looks like: scalable, agile, human, and tech-powered.
Our Secret Sauce? Alignment.
We call it Be Good.
It means being good to customers, employees, partners, and the planet. It’s our filter for decisions. It’s why our gig workforce feels like a community, not a commodity. Why our automation empowers people instead of replacing them. And why our clients stick with us for the long haul.
TL;DR: You Need All Three
Traditional talent = empathy
AI = scalability
Gig workforce = agility
About Arnold Cobbaert
Arnold Cobbaert is the Founder & CEO of Conectys, which he launched in 2004 with a bold vision to disrupt multilingual outsourcing. Under his leadership, Conectys has grown into a global, tech-powered force with teams in 180+ countries. With a Master’s in Analytical Chemistry and a systems-thinking mindset, Arnold blends human empathy with advanced technology to deliver CX, Trust and Safety, and AI Annotation solutions in 100+ languages.
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