Your Clients Get SLA-Backed Outcomes. Your Teams Execute Across Every Service Line Without the Overhead.
Global Capability Centers operate across a far wider scope than contact center work alone. GCCs and shared services organizations run customer-facing contact operations, field service delivery for client equipment and infrastructure, procurement and purchase order cycles, vendor invoice processing, HR and finance shared services, and IT operations — all simultaneously and across multiple client programs. Round Infinity is the single platform that connects every one of these service lines — from inbound AI contact handling and field dispatch to purchase requisitions, vendor invoices, and internal approvals — so your delivery teams execute without silos and your clients get measurable outcomes with full visibility.
Global Capability Centers (GCCs)
Shared Services Organizations
BPO & Contact Center Operators
Managed Services Providers
IT Infrastructure & Field Service Delivery
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What Round Infinity unifies for GCCs & Shared Services:
✓AI Contact Center Operations — Voice bot and chatbot handle Tier-1 contacts across any client program; agent workspace unifies every channel with AI assist, real-time transcription, and SLA tracking
✓Field Service Delivery — End-to-end field technician dispatch, GPS tracking, job management, spare parts requisition, and on-site payment collection for client equipment and infrastructure services
✓Procurement & PO Automation — Purchase requisitions raised from field work orders or service needs, routed through approval chains, converted to POs, and tracked to delivery — fully automated
✓Vendor Invoice Processing — AI-powered invoice data extraction, three-way matching against POs, approval routing, exception handling, and payment workflow automation
✓HR & Employee Shared Services — Service request management, onboarding workflows, expense claims, asset lifecycle, and internal approvals handled across all GCC employee functions
✓Multi-Client SLA & Reporting — Every client program isolated with its own SLAs, workflows, and escalation rules — operations team manages all from one workspace; clients access their own reporting portal
60%
Tier-1 Contacts Resolved by AI Without Human Agent
50%
Reduction in Manual Back-Office Processing Time
99%
SLA Compliance With Real-Time Breach Alerts
The GCC Service Delivery Journey — Across Every Function
From inbound contact handling and field service dispatch to purchase requisitions, vendor invoices, and client reporting — every step connected and automated.
Contact Center & Case Management
1
Inbound contact arrives on any channel — voice, chat, WhatsApp, email, or web form; client program identified instantly; program-specific language, routing rules, and knowledge base applied automatically; AI bot attempts Tier-1 resolution.
2
Complex contact escalated to the right agent with full context — interaction history, account details, and AI-suggested responses pre-loaded in the agent workspace; SLA clock starts from first contact; no need for the customer to repeat information.
3
Case logged, categorized, and SLA-tracked to closure — every case tagged by type, priority, and client program; breach warning triggered to team leader before SLA is missed; full audit trail including transcript, duration, channel, and resolution code captured automatically.
Field Service Delivery
4
Field service request raised — client or customer raises a service request via phone, WhatsApp, or self-service portal; asset details and warranty status verified automatically; service job created and assigned to the field service queue.
5
Field technician scheduled and dispatched — intelligent matching by skill, location, and availability across your own workforce and authorized partner/vendor network; customer offered self-service appointment slots; confirmation sent via WhatsApp; technician receives job details on mobile app.
6
Spare parts checked and requisitioned automatically — required parts checked against field and warehouse inventory; if unavailable, purchase requisition raised automatically and routed through the approval workflow before the scheduled appointment.
7
Job completed, closure confirmed, and client notified — technician marks job complete on mobile app; digital service report generated; customer signs off; payment collected on-site if applicable; asset record and warranty status updated automatically; client SLA dashboard updated in real time.
Procurement & Purchase Order Cycle
8
Purchase requisition raised — triggered automatically from a field work order when parts are unavailable, from an employee asset request, or raised manually by any team; requisition details, cost center, and approver chain populated automatically based on category and value.
9
Approval workflow executed with full visibility — multi-level approval routing based on value thresholds and category rules; each approver notified via WhatsApp or email; approvals tracked in real time; escalation triggered automatically if approver is unresponsive within the defined window.
10
Purchase order generated and sent to vendor — on approval, PO generated from the requisition with all line items, delivery terms, and compliance requirements; dispatched to the vendor via portal or email; vendor acknowledgement tracked; delivery timeline monitored against PO terms.
Vendor Invoice & Payment Processing
11
Vendor invoice received and data extracted automatically — invoice arrives via vendor portal, email, or upload; AI extracts line items, amounts, tax, vendor details, and PO reference automatically; no manual data entry required.
12
Three-way match executed against PO and receipt — invoice matched against the purchase order and goods or service receipt automatically; discrepancies flagged for review with a side-by-side comparison; matched invoices routed directly to payment approval.
13
Exception resolved and invoice approved — mismatches routed to the appropriate team with full context; vendor notified of discrepancies via portal; resolved invoices approved and payment initiated; payment status visible to vendor through the self-service portal.
Shared Services & Internal Operations
14
Employee service request raised and routed — HR, IT, finance, legal, or facilities request submitted via employee self-service portal or WhatsApp; categorized and assigned to the right shared service team automatically; SLA tracking starts immediately.
15
Internal approval or workflow executed — expense claims, travel requests, asset provisioning, onboarding steps, and compliance workflows routed through configured approval chains; status visible to the requester throughout; escalation triggered on delay.
Outbound, Quality & Client Reporting
16
Outbound campaigns executed per client program — collections, CSAT surveys, appointment setting, or re-engagement campaigns deployed via AI voice bot, WhatsApp, and SMS; outcome codes captured in real time; campaign dashboards available to both operations and the client.
17
Quality review and agent coaching automated — call recordings and chat transcripts sampled and scored automatically against quality parameters; flagged interactions reviewed by QA team; feedback delivered via coaching workflow; knowledge base updated from recurring patterns.
18
Client performance report generated automatically — daily, weekly, and monthly SLA compliance, CSAT, volume, field service performance, and procurement cycle reports generated without manual compilation; client stakeholders access their own dashboards in real time.
Every GCC & Shared Services Function — Automated
From AI contact handling and field execution to procurement, invoice processing, employee services, and multi-client reporting — one connected platform.
🎵 AI Contact Center & Agent Assist
- AI voice bot and chatbot for Tier-1 contact resolution across all client programs
- Real-time AI suggestions, knowledge surfacing, and compliance script guidance during live interactions
- Seamless bot-to-human escalation with full context and interaction summary
- Multi-language support for global program delivery
- Interaction transcription, auto-tagging, and SLA tracking per contact
🔧 Field Service Delivery
- End-to-end field job management — from request intake to technician dispatch and closure
- Intelligent scheduling across internal workforce and authorized vendor/partner networks
- GPS tracking, mobile technician app, and real-time job status visibility
- Spare parts inventory tracking with auto-PR generation when stock is unavailable
- On-site payment collection, digital receipts, and asset record updates on job closure
📋 Procurement & Purchase Order Automation
- Purchase requisitions triggered automatically from field work orders or employee requests
- Multi-level approval workflows with value-based routing and escalation rules
- Automated PO generation and vendor dispatch on approval
- Delivery tracking against PO terms with vendor acknowledgement capture
- Procurement cycle time and spend analytics by category, vendor, and program
📄 Vendor Invoice & Payment Processing
- AI-powered invoice data extraction — line items, tax, vendor details, and PO references
- Automated three-way matching against PO and goods/service receipt
- Exception flagging with side-by-side discrepancy view for reviewers
- Multi-level payment approval routing with full audit trail
- Vendor self-service portal for invoice submission and payment status tracking
📄 Multi-Client Case Management & SLA
- Client-isolated ticket queues, SLA configurations, workflows, and escalation rules
- Real-time SLA breach alerts before thresholds are crossed — not after
- Cross-program visibility for operations management in one workspace
- Case categorization, resolution codes, and full audit trail per interaction
- Client stakeholder reporting portal with program-specific dashboards
👨💻 HR & Employee Shared Services
- Employee service requests across HR, IT, finance, legal, and facilities — one portal
- Onboarding workflows — offer letters, document collection, asset provisioning, and training
- Expense claims, travel approvals, and reimbursement automation
- Employee asset lifecycle — procurement, issuance, tracking, and retirement
- Internal approval workflows with conditional logic and SLA tracking
📋 Outbound Campaign Execution
- AI-powered outbound voice, WhatsApp, and SMS campaigns per client program
- Collections, CSAT surveys, appointment setting, and re-engagement programs
- Calling window and compliance rule enforcement per program
- Outcome code capture and real-time campaign performance dashboards
- Multi-wave and multi-touch campaign sequencing with automatic follow-up
📊 Analytics, QA & Client Reporting
- Real-time SLA compliance, AHT, FCR, and CSAT dashboards by agent, team, and client
- Field service performance — first-time fix rate, technician utilization, job SLA compliance
- Procurement cycle time, approval bottleneck, and vendor performance analytics
- Automated daily, weekly, and monthly client performance reports without manual compilation
- QA interaction sampling, scoring, and agent coaching workflow built in
📚 Knowledge Management
- Centralized knowledge base per client program, accessible to both agents and AI bots
- AI-assisted knowledge surfacing during live agent interactions
- Knowledge gap identification from escalation patterns and interaction data
- Article creation and publishing workflow synchronized across agent assist and bots
- Version control and compliance review trail for regulated programs
Why Round Infinity Fits GCCs & Shared Services
GCCs need a platform that handles multi-client complexity across every service line — not just the contact center — while giving operations leaders and client stakeholders real-time visibility across all of it.
🌐 One Platform Across Every Service Line
- Contact center, field service, procurement, invoicing, and shared services on one platform — not five separate tools
- Workflows connect across functions — a field job auto-raises a PR; an invoice matches to the PO from the same job
- Operations leadership sees the full picture across every delivery function from one dashboard
🕑 Multi-Client by Design
- Each client program configured independently — isolated queues, SLAs, workflows, and reporting
- Client stakeholders access their own portal and reporting without visibility into other programs
- Scales from a focused shared services team to a multi-geography, multi-program GCC operation
🤖 AI That Reduces Headcount Dependency
- AI handles Tier-1 contacts, invoice extraction, PR generation, and document processing without proportional headcount growth
- Agent assist reduces AHT and improves first-contact resolution across every program simultaneously
- Automation creates capacity — your teams handle complexity while AI handles volume
Build Custom GCC Applications — No Coding Required
Configure workflows, portals, and applications specific to each client program or internal function without development effort.
- Client Onboarding & Program Setup Portals
- Vendor & Supplier Self-Service Portals
- Field Technician Certification & Competency Tracking
- Workforce Scheduling & Shift Management Workflows
- Compliance Audit & Call Monitoring Dashboards
- Client Business Review Report Automation
- IT Asset & Infrastructure Request Management
- Facilities Management & Maintenance Request Workflows
- Supplier Contract Management & Renewal Tracking
- NPS & CSAT Trend Analysis by Program and Client
Deliver Better SLAs Across Every Service Line. Give Clients More Visibility. Run Leaner Operations.
Your clients get consistent SLA performance, real-time dashboards, and a delivery partner that covers every operational function.
Your agents and field teams work with full context, AI assistance, and zero coordination gaps.
Your operations leaders see the complete picture — from contact volumes and field job SLAs to PO cycles and invoice queues — in one place.