Customer Operations & Engagement Services Designed for Performance, Consistency, and Scalable Growth
At Vayuna, we deliver structured customer operations and engagement solutions that help organisations optimise communication workflows, strengthen customer relationships, and maintain operational efficiency at scale. Powered through our CX24 ecosystem, our service delivery model integrates skilled teams, structured processes, analytics-driven execution, and technology-enabled workflows to ensure reliable and measurable outcomes. Our approach focuses on seamless integration with client systems, SLA-driven performance, and continuous service optimisation — enabling organisations to enhance customer experience while maintaining operational control.
For more details, visit CX24.com.
B2B outreach lead-qualification funnel
Our Customer Operations Capabilities
Contact Center Solutions
We provide end-to-end contact centre operations designed to manage high-volume interactions while maintaining quality, responsiveness, and structured performance governance. Our teams operate across inbound and outbound environments, ensuring consistent engagement aligned with organisational standards.
Key Scope & Operational Framework:
- Omnichannel communication support including inbound and outbound voice, email handling, live chat management, and digital interaction workflows.
- Customer interaction management covering service requests, onboarding assistance, account queries, retention initiatives, and escalation handling.
- SLA-driven performance models supported by workforce management, real-time monitoring, and structured reporting frameworks.
- Integration with CRM, ticketing, and enterprise communication systems to ensure unified customer history and operational transparency.
- AI-assisted routing and workflow automation enabling efficient handling of large interaction volumes while maintaining service consistency.
- Continuous performance evaluation and coaching frameworks designed to improve engagement quality and operational productivity.
B2B & B2C Outreach Services
Our outreach operations focus on structured engagement strategies that help organisations expand market reach, strengthen customer relationships, and drive revenue-focused interactions through data-driven execution.
Key Scope & Operational Framework:
- B2B appointment setting, sales engagement support, pipeline nurturing, and prospect qualification aligned with defined campaign objectives.
- B2C outreach programmes including surveys, feedback collection, promotional campaigns, onboarding follow-ups, and customer lifecycle engagement.
- Analytics-driven targeting frameworks that leverage segmentation, performance tracking, and campaign insights to optimise outreach efficiency.
- Multi-channel engagement across voice, email, messaging platforms, and digital communication channels to maximise audience reach.
- Structured follow-up workflows and query management processes ensuring continuity across the sales and engagement lifecycle.
- Performance dashboards and reporting mechanisms providing visibility into conversion metrics, engagement trends, and campaign outcomes.
Quality Assurance & Process Compliance
We implement comprehensive quality management frameworks designed to maintain operational consistency, regulatory adherence, and continuous improvement across all engagement environments.
Key Scope & Operational Framework:
- Quality monitoring through call evaluations, interaction reviews, and performance scorecards aligned with defined operational KPIs.
- Call recording analysis, reporting dashboards, and structured feedback loops supporting agent development and service refinement.
- Process governance models incorporating compliance audits, documentation standards, and escalation protocols to ensure accountability.
- Continuous improvement initiatives driven by analytics insights, performance benchmarking, and operational assessments.
- Data protection and operational security practices aligned with industry standards to maintain confidentiality and compliance.
- Structured reporting and audit-ready documentation frameworks ensuring transparency across all service workflows.
Technical Support – L1, L2 & L3
Our technical support services provide structured assistance for SaaS platforms, digital products, hosting environments, and enterprise applications. Through a multi-tier support model, we ensure efficient troubleshooting, onboarding support, and issue resolution across complex technology ecosystems.
Key Scope & Operational Framework:
- L1 support managing initial troubleshooting, user onboarding, account assistance, and first-response query resolution.
- L2 support handling advanced diagnostics, configuration issues, performance optimisation, and application-level troubleshooting.
- L3 escalation support collaborating with engineering teams for complex system issues, integrations, and product-level problem resolution.
- Knowledge base creation, SOP documentation, and workflow standardisation to improve resolution time and service accuracy.
- Ticket lifecycle management integrating monitoring tools, escalation workflows, and performance tracking systems.
- Remote support capabilities across web platforms, AI systems, hosting environments, and enterprise software ecosystems.
Technology & Helpdesk Support
Through CX24, we extend operational support beyond customer engagement into technology-driven helpdesk services that ensure system stability and operational continuity.
Key Scope & Operational Framework:
- IT troubleshooting, system maintenance assistance, and technical issue management aligned with enterprise workflows.
- Structured ticket handling processes ensuring prioritisation, tracking, and timely resolution across multiple support channels.
- Monitoring and proactive issue detection frameworks designed to reduce downtime and maintain performance consistency.
- Support for CRM platforms, digital tools, and internal operational systems integrated into daily business workflows.
- Maintenance coordination, update management, and process-driven support models ensuring reliable system performance.
Sales & Marketing Support Operations
Our sales and marketing support capabilities combine structured outreach with analytics-driven execution to strengthen brand engagement and drive measurable growth initiatives.
Key Scope & Operational Framework:
- Lead generation programmes, telemarketing support, and engagement campaigns aligned with strategic business objectives.
- Market research assistance and data-driven insights used to refine targeting strategies and improve campaign outcomes.
- Personalised communication workflows designed to nurture prospects and strengthen long-term customer relationships.
- Campaign performance monitoring supported by structured analytics dashboards and reporting tools.
- Coordination with internal marketing teams to maintain consistent messaging, brand alignment, and operational efficiency.
Risk & Compliance Operations (AML/KYC)
We provide structured risk and compliance support services designed to help organisations maintain regulatory adherence and operational integrity across customer verification and monitoring workflows.
Key Scope & Operational Framework:
- AML screening, KYC verification processes, and due diligence workflows aligned with global regulatory practices.
- Transaction monitoring and risk evaluation frameworks designed to identify anomalies and maintain compliance standards.
- Reporting and audit documentation processes supporting transparent regulatory operations.
- Continuous monitoring systems and structured escalation models designed to minimise risk exposure and maintain operational accountability.
Operational Excellence Delivered Through CX24
CX24 represents an integrated extension of Vayuna’s customer operations ecosystem, combining structured workforce models, technology-enabled workflows, and performance-driven governance to deliver consistent service outcomes. By integrating engagement services, outreach operations, quality frameworks, and technical support into a unified operational structure, we enable organisations to scale efficiently while maintaining high standards of service delivery and operational reliability.
For more information about our service ecosystem and delivery approach, visit CX24.com.
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