Multi-tenant intake
Inbound per client classified, routed and contextualized under each tenant's rules and tooling.
Industry
Business process outsourcing
Multi-tenant operations with agents and HITL apps at scale.
The sector reality
How the sector operates today.
A BPO runs many operations at once, each under a different client's rules, tooling and SLAs. The same agent might handle three clients' workflows in one shift, with no two clients agreeing on how the work should be done.
Training is a permanent cost. Every new client adds a new playbook; every playbook change retrains the floor. The learning curve never flattens because the next client is already onboarding.
Margins are tight by design. Pricing is per-transaction, per-seat or per-outcome — and any inefficiency in the workflow shows up on the wrong side of the P&L within weeks.
Clients want visibility, evidence and audit trails. Each client wants their version. The reporting layer becomes a parallel operation that consumes capacity from the very work it is reporting on.
Where Sommatic fits
A cognitive layer that shapes itself to your operation.
Sommatic encodes each client's playbook as governed workflows. Agents work the same console; the layer applies the right client's rules, tools and evidence to each case.
Multi-tenant isolation is built in. Each client's data, policies and audit trail stay separated by design — same operation, different governance per tenant.
Training collapses. New playbooks become workflow updates, not floor-wide retraining sessions. New agents become productive in days because the layer handles what they would have memorized.
Client reporting becomes a query. Evidence, SLA adherence and outcome metrics are byproducts of the work — exported per tenant, in the format each client expects.
Common workflows
The first things the cognitive layer starts operating.
Per-tenant playbooks
Each client's workflow encoded as a versioned, governed playbook — updates propagate without retraining.
Compliance per tenant
Each tenant's regulatory, contractual and data-handling rules enforced at the workflow layer.
SLA monitoring
Live tracking of per-client SLAs with proactive escalation when a case is at risk of breaching.
Evidence & reporting
Per-client decision trails and outcome reports exported in the formats each tenant's account team expects.
What you will see change
Three things your team will notice first.
Agents handle more, with less ramp
New hires reach productivity in days. The training cost stops scaling with the client book.
Margins improve where they hurt most
Per-transaction and per-seat economics tighten as the layer absorbs the routine and exposes the inefficiency.
Clients see one operation, governed their way
Each tenant gets their evidence, their SLAs and their reporting — without the BPO running parallel operations.
Where you start
Your recommended entry point.
Start with one tenant's intake. Replicate the playbook across the rest of your book once it is stable. Multi-tenant governance from day one.