Global retail
- Pre/post-purchase support, delivery, returns, after-sales
- Peak management (sales events, incidents)
- KPIs: CSAT, SLA, FCR, AHT
International delivery • Enterprise-grade standards
Customer Experience Center of Excellence
and AI‑enabled solutions
Navexis operates from Casablanca / Mohammedia (Morocco) for international brands. Our AI-enabled approach augments people (copilot, QA, analytics) to deliver measurable quality, sustainable productivity and a consistent brand tone.
Quality & governance
Calibrations, coaching, KPI reporting and continuous improvement loops.
Multichannel
Voice, email, chat, messaging and back-office — with scripts and brand tone.
24/7 when needed
IT/telecom infrastructure designed for continuity and scaling.
CX services
End-to-end operations — from support to growth, guided by data.
Customer Care
Product support, inquiries & claims, escalations management.
Sales & Retention
Lead qualification, assisted sales, loyalty, retention, upsell/cross-sell.
Back Office
Case processing, checks, data entry, operational KYC and workflows.
Travel Operations
Booking, changes, ticketing, and support for disruptions (IROPs).
Social & Messaging
Chat and messaging support with optimized response time and brand tone.
Insights & QA
Dashboards, calibrations, coaching and continuous improvement plans.
Client cases (anonymised)
International delivery: multichannel operations, KPI-led governance, AI-enabled QA and scalable staffing.
Telecom (France)
- Tier 1/2 tech support, billing, incident management
- Back-office handling for complex requests
- Speech analytics & action plans
Travel (OTA / tour operator)
- Dedicated travel agents trained from scratch
- GDS: Sabre & Amadeus • rebooking/IROPs
- SLA tracking & partner escalations
AI & automation
AI supporting people: faster, more consistent and higher-quality answers.
Agent copilot
Real-time assistance: diagnosis, consistent responses, smart macros and fewer errors.
- Dynamic guidance & scripts
- Assisted knowledge search
- Tone standardization
Augmented QA & analytics
Automated deviation detection, calibrations, targeted coaching and continuous improvement.
- Speech / text analytics
- CSAT, SLA, FCR, AHT tracking
- Contact drivers insights
Self-service & intent routing
Automate simple requests and route customers to the best-skilled teams.
- Intent-based triage
- Suggested answers + agent validation
- Optimized handling time
Domain specialization (e.g., Travel)
Deep onboarding and internal certification on complex tools (e.g., Sabre, Amadeus) with standardized processes.
- Structured onboarding
- Ongoing coaching
- Level-based upskilling
Why Morocco
Casablanca / Mohammedia: proximity to Europe, bilingual talent and 24/7-ready operations.
Casablanca / Mohammedia
EU-friendly time zones for smooth collaboration and fast execution.
Operational advantages
- French & English talent • selective hiring
- Strong IT/telecom infrastructure for continuity and scale
- Flexible schedules: 8/5 → 24/7
- International connectivity and accessibility
Fast ramp-up
A clear method: discovery, pilot, industrialisation and scale-up.
1 — Discovery
Workshops, customer journeys, KPIs, tools & access. Operational model design.
2 — Pilot
Initial team, scripts, QA, first automations. Rapid iterations.
3 — Industrialise
Standardisation, knowledge base, continuous training, governance & reporting.
4 — Scale
Staffing growth, 24/7 if needed, AI optimisation and continuous improvement.
Hiring & training
Structured onboarding, ongoing coaching and QA calibrations — with domain specialisation (e.g., Travel).
Quality, security & governance
An operations framework aligned with enterprise expectations and compliance requirements.
Quality (QA)
- Calibrations, audits, coaching, monthly action plan
- Scripts, compliance and customer journey alignment
- KPI reporting & analysis
Security & data
- Access control, dedicated workstations, NDAs, clean-desk policy
- Data protection aligned to client requirements
- GDPR alignment depending on scope
Governance & reporting
Weekly/monthly steering, KPI dashboards, risk & change management — transparent and execution-focused.
Let’s talk
Let’s build an enterprise-grade customer experience from Morocco — international delivery only.
Direct contact
For a quick scope, share: channels (voice/chat/email/back office), languages, coverage (8/5 → 24/7) and target KPIs (SLA/CSAT/FCR).
Contact form
On fully static hosting (GitHub Pages), the form opens your email client. For automatic sending (no email client), enable Formspree (see README).
What you get
- A team calibrated to your brand tone
- KPI-driven management (SLA, CSAT, FCR, AHT) + reporting
- A pragmatic AI roadmap (self-service + copilot + QA/analytics)
- A clear scaling plan (8/5 → 24/7)
Location
Casablanca • Mohammedia (Morocco)
We operate in Morocco and internationally.