Inside the BAA chain
SOC 2 Type II certified, HIPAA compliant, GDPR compliant, and built to be named as your subcontractor rather than to sit outside it.
Every program you run, on one AI platform, under your brand.
For BPOs and CX outsourcers serving enterprise customers. Orvera is a finished platform your teams run under your brand across voice, chat and digital, plus live agent assist and 100% quality coverage on the seats you staff.
Why coverage decides it
How does Orvera measure quality across every program a BPO runs?
Orvera AI audits 100% of a BPO's conversations against each client's own scorecard, inside that client's own tenant, human-handled and AI-handled alike, and never as a floor-wide average. QA, calibration, reporting, recruiting, ramp and floor support are unbillable overhead. Cost removed there is pure margin at unchanged revenue, the only place on a BPO P&L where that is true.
A quality program on a sample
A sampleof conversations reviewed
- An SLA dispute is settled by re-scoring a sample
- Calibration variance against the client's own QA team is an argument
- An analyst population you cannot invoice for
- One blended number across clients who each bought a different scorecard
Orvera
100%of conversations audited
- An SLA dispute becomes a population record, not a re-scored sample
- Scored against each client's own scorecard, inside their own tenant
- Human-handled and AI-handled conversations alike
- Per program, per tenant, never a floor-wide average
What your teams run
Which use cases can a BPO run on Orvera?
Orvera AI gives a BPO six things that move the delivery P&L: quality coverage across every program, nesting agents who perform closer to tenured ones, a meter that makes per-resolution billing contractable, assist on the retained tier the BPO does not staff, one governed quality layer across a multi-vendor estate, and peak service level without a hiring wave. All of it runs across voice, chat and digital inside the BPO's own tenants.
Auto QA, per tenant100% audited
100%
Audited
Not one to five calls per agent per month
Human-handled and AI-handled conversations alike.
Reported perProgram, tenant
Calibration varianceNarrowing
Scored against each client's own scorecard, inside their own tenant
01 / 06
- Auto QA, per tenant100% audited100%Audited
Not one to five calls per agent per month
Human-handled and AI-handled conversations alike.
Reported perProgram, tenantCalibration varianceNarrowingScored against each client's own scorecard, inside their own tenant01Quality coverage across every program you run
Your QA analysts sample one to five calls per agent a month, then defend that number in client calibration. Orvera audits 100% of your human-handled conversations against your own scorecard, per program, per tenant.
- Redeploys an analyst population you cannot invoice for
- Scored per program and per tenant, never blended
- Moves calibration variance against the client's own QA team
- There is no BPO pricing model under which this is a threat
- Agent Assist, nesting floorLive on the callHandle time8 to 15% downContract expectsMonth oneSpeed to proficiencyCompressingNesting support ratioFallingApproved knowledgeRight programIt compresses the ramp. It does not fix the wage or the labor market.02
Nesting agents who perform like tenured ones
A new hire takes months to reach full productivity, and the client contract expects contracted handle time from month one. Agent Assist surfaces approved knowledge and next-best action live, so a nesting agent performs closer to a tenured one.
- Moves speed-to-proficiency and the nesting support ratio
- Approved knowledge for the right program, live on the call
- Moves 90-day new-hire attrition
- It compresses the ramp. It does not fix the wage or the labor market
- Per-interaction recordCountableA resolution becomes
Definable · countable · auditable
Inside your tenant, against the definition you and your client agree.
Book off pure FTE pricingMovingAttribution disputesFallingYou write the contract and you set the price. Orvera never does.03A meter that makes per-resolution billing contractable
You cannot contract on resolution because you can only count handled volume, so outcome pricing stays a risk you are guessing at. Orvera's per-interaction record makes a resolution definable, countable and auditable inside your tenant, and you write the contract and set the price.
- Moves the share of your book off pure FTE pricing
- A resolution becomes definable, countable and auditable
- Moves disputes over outcome attribution
- You write the contract and you set the price. Orvera never does
- Assist across both tiersYour tenantOutsourced tierYoursRetained tierTheirsAssist runs acrossBoth tiersQuality varianceNarrowingRuns underYour nameReaches seats you will never staff, with no cannibalization04
Assist on the seats you do not staff
Your client keeps a retained in-house tier alongside your outsourced tier, on different tooling and a different quality standard. Orvera runs as the assist layer across both inside your tenant, so your service reaches seats you will never staff.
- Opens a revenue line with no cannibalization
- Reaches seats you will never staff
- Moves quality variance between the retained and outsourced tiers
- Runs inside your tenant, under your name
- Multi-vendor estateOne standardOneScorecard
You stop being a scored vendor and become the scorer
Procurement stops comparing on price alone.
Governed quality layerEstate-wideRenewal onValue, not rateNeeds the client to sponsor the access. A second-meeting story.05Become the quality standard on a multi-vendor estate
When a client runs two outsourcers plus a retained tier, each vendor scores itself on its own scorecard, so procurement compares on price. Orvera runs one governed 100% quality layer across the estate inside your tenant, and you sell it as a governance service.
- Moves renewal on value rather than on rate
- Turns you from a scored vendor into the scorer
- Establishes a new service line in the client's governance stack
- Needs the client to sponsor the access. A second-meeting story
- Seasonal peakNo hiring waveService levelHeldSLA creditsFallingPeak curve absorbedIn tenantSeasonal recruiting spendFallingYour tenured agents stay on the complex work06
Hold peak service level without a hiring wave
Retail holiday, payer open enrollment and storm events all land on the same floor, so you recruit a seasonal wave that never reaches full productivity. Orvera absorbs the peak curve inside your tenant while your tenured agents stay on the complex work.
- Moves service-level attainment through peak
- Moves SLA credits paid
- Moves seasonal recruiting and training spend
- Your tenured agents stay on the complex work
Multi-tenancy
Built for a book of clients, not one contact center.
Most platforms are built for a company that runs its own customer service. You run other companies' customer service, and every one of them wants their own data, their own scorecard and their own brand on the work. That is the shape Orvera's tenancy model was designed around.
A separate tenant per client
Each client's conversations, knowledge, scorecards and reporting sit in their own tenant. Nothing crosses. You administer all of them from one place.
Your brand on every one
Your teams run the service under your name. The tenant carries your client's configuration and your identity, not ours.
One parent, many organizations
A holding group with several operating brands runs as one parent with a tenant per brand, so you sell the group and deliver the parts without standing up separate platforms.
Stand up the next tenant from a running pattern
A new client does not start from zero. You clone a working tenant, swap the client's knowledge, scorecard and integrations, and go. The second client is faster than the first.
Per-tenant quality, not one blended number
Auto QA runs against each client's own scorecard inside their tenant, so a calibration argument is settled with that client's data and never with a floor-wide average.
Reporting that matches the contract
Each tenant reports on the metrics that client's contract is written against, which is what a QBR needs and what a blended platform cannot produce.
Available as wholesale multi-tenant, as co-delivery, or white-labeled under your brand. Which one you take is a commercial conversation, not a platform limitation.
Partnership
What stays yours.
A platform partnership only works if it leaves your business intact. Here is what does not move.
- The client. You hold the relationship, the paper and the accountability.
- The brand. Your teams run the service under your name, on your tenants.
- The delivery operation. The seats, the floor and the run are yours.
- The repricing upside. When your cost per resolution falls, that spread is yours to keep and yours to price.
- The integration work in your client's estate. That is your program revenue and it stays billable to you.
Orvera is a finished platform, not an SDK to assemble and not a services firm bidding beside you.
You are the one who has to prove it
Orvera AI is built to be named as a BPO's subcontractor inside the chain rather than to sit outside it, and it is SOC 2 Type II certified, HIPAA compliant and GDPR compliant. On a healthcare program the BPO is the Business Associate. On outbound, consent, caller identification and an opt-out are required on every AI-voiced call. Orvera makes all three evidenceable.
A population record, not a sample
A sample lets you say your sampled calls complied. A population record lets you say your calls complied.
Approved-knowledge grounding
Agents answer only from the knowledge configured in that client's own tenant.
Granular controls
Permissions, guardrails and policy, configured per tenant, per channel and per use case.
How does a BPO get started with Orvera?
Orvera AI is the multi-tenant platform a BPO's own teams run under their own brand. A BPO starts with one queue on one program, and those teams will have a working agent live on it in weeks. Each client's conversations and scorecards sit in that client's own tenant, and the run and the client relationship stay with the BPO.