Foundation +
Growth Hybrid AI
Staff Augmentation
Help Desk Support That Scales Intelligently —
Powered by People + AI
Extend your customer support team with a flexible, hybrid solution that combines experienced human agents and intelligent automation. Our AI-enhanced staff augmentation model plugs directly into your workflows, delivering faster response times, lower costs, and scalable service without a full CX overhaul.
Guided by an embedded program lead, the solution ensures seamless platform alignment, workflow optimization, and measurable impact from day one.
Key Benefits & Business Impact
Trained, Embedded CX Agents
Reduces average response time and backlog by auto-assigning tickets to the right agents.
AI-Assisted Workflows
Speeds up resolution by guiding agents with relevant info instantly.
No Backend Disruption
Enables fast deployment with minimal IT involvement—no changes to backend systems.
Rapid Rollout & Expansion
Start with L1, expand as needed. See performance lift within weeks.
Improved SLA Compliance
Faster responses mean more tickets resolved within SLA targets.
Lower Cost per Ticket
Boost productivity without expanding headcount or investing in full AI platforms.
Lower Cost Enhanced Agent Experienceper Ticket
Reduces burnout by offloading repetitive tasks, improving morale and retention.
AI that works behind the scenes – Agents that close deals
How It Works
Pilot
Low-risk onboarding with your data.
Expand
Co‑developed solution via forward‑deployed team.
Scale
Enterprise deployment, long-term ROI.
Powerful CX Innovation —
Without the Need for a Full-Scale
Transformation
Enhance your CX with a stack that fits your existing systems — no heavy lifting.
Augment your team with our Integrated Service Stack — a flexible, AI-powered support solution that slots directly into your operations. No need for a full CX overhaul. We provide trained talent, smart tools, and seamless integration to strengthen your customer support instantly and scale as you grow.
Human Talent
L1–L2 blended team with escalation structure, multilingual coverage, live support.
AI Enablement
Chatbots, auto-triage, intent detection, knowledge assist, AI reply suggestions.
Ops Process
SOPs, macros, shift planning, SLA logic, proactive workflows.
Analytics & CX
Dashboards (CSAT, SLA, NPS), QA/coaching loop, deflection tracking.
Platform Integration
Zendesk/Freshdesk setup + CRM sync (Salesforce/HubSpot) + reporting tools.
Turn every agent into a
brand ambassador
AI That Works
Behind the Scenes
- Smart Routing: Prioritizes tickets by topic, urgency, and sentiment
- Bot Deflection: Handles up to 30% of simple tickets automatically.
- Agent Assist: Suggests responses, links knowledge base content
instantly. - CX Dashboards: Surfaces insights, inefficiencies, and coaching
opportunities.
What This Means
for Clients
- Fewer tickets handled manually = reduced agent workload and lower cost per ticket
- Faster resolution = Improved FRT, SLA compliance & CSAT
- Actionable insights = better decision-making through real-time CX analytics
- Scalable architecture = add new agents or channels easily as you grow.
Why Excel Nearshore?
As your trusted staff augmentation partner, Excel Nearshore delivers trained CX teams, embedded leadership, and automation that work from day one. No long onboarding. No tech rebuilds. Just people + AI, working as an extension of your team.
Scale your support team
instantly — we bring the people
Let us show you what we can do
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Step 1
Let us know what you need help with.
Step 2
We’ll have a call to discuss your needs and our expertise.
Step 3
Have us build a team to achieve your goals.