Customer ops,
built for India's
next-gen brands.
HighlandConnect runs blended voice and digital operations for D2C, e-commerce, 3PL, and EdTech leaders. One agent desktop, every channel. DPDP-compliant. TRAI-compliant. Bilingual EN + HI from day one.
Live operations
Everything an Indian BPO needs to scale.
Nothing it doesn't.
Purpose-built for blended voice + digital operations — inbound IVR, outbound dialing, WhatsApp, email and tickets in one agent workspace.
Blended voice — one agent, every direction.
Inbound IVR with skill routing, progressive outbound dialing, supervisor barge/whisper, and 100% recording. TRAI/DND scrub runs before every outbound dial.
Per-client scripts, dispositions and queues.
Configure dispositions, IVR menus, CRM forms and SLAs per tenant. Onboard a new client in under a business day.
Tickets across every channel.
A ticket is auto-created from any voice, WhatsApp, email or chat interaction. SLA per tenant per priority, with L1 → L2 → L3 escalation built in.
Live dashboards + DPDP exports.
Live ops, campaign pulse and tenant health updated in real time. Daily SLA, AHT and disposition reports exportable to PDF and Excel.
DPDP & TRAI, built in.
Tenant data isolation, encrypted recordings, DND scrub on every outbound dial, configurable retention and a right-to-erasure workflow on day one.
One desktop.
Every channel.
Voice, WhatsApp, email and tickets in a single workspace — with tenant-specific scripts, CRM forms and dispositions auto-loaded for every interaction.
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Unified inbox. Calls, WhatsApp, email and tickets in one feed, routed by skill.
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Scripts & CRM forms per tenant. Auto-loaded by DID or customer ID. Bilingual EN + HI.
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Dispositions, callbacks, KB. Standard agent toolkit — searchable knowledge base for L1 / L2 included.
Rohit Kumar
Tier 1New clients live in under a day.
A guided wizard covers brand, channels, hours, SLAs, dispositions, scripts and agents. No multi-week implementation projects.
Onboard the tenant
Create a client tenant, set caller IDs, queues, SLAs and brand settings. Role-based access from day one.
Configure scripts & channels
Load dispositions, IVR menus, CRM forms, WhatsApp templates and email signatures — bilingual where needed.
Go live
Agents log in, the dialer is armed, dashboards start streaming. Live operations from hour one.
HighlandConnect runs our customer support and tele-sales like an extension of our own team — bilingual, on-time, and with the kind of reporting we used to only get from global BPOs.
Frequently asked questions
Is my client data isolated from other tenants?
Yes. Each client tenant has its own dispositions, scripts, queues, caller IDs and SLAs, with strict logical isolation between tenants. Cross-tenant access requires explicit super-admin role.
Are you DPDP 2023 compliant?
Yes. Consent capture, configurable retention (default 90 days, up to 7 years), audit logging of every admin and export action, and a right-to-erasure workflow are built in.
How do you handle TRAI / DND scrubbing?
Every outbound dial is checked against the TRAI DND list plus any tenant-specific opt-out list before it's placed. Pre-call disclosures play per tenant configuration.
Do your agents speak Hindi?
Yes. Our Shimla-based team operates in English and Hindi natively. Scripts, IVR prompts, WhatsApp templates and email signatures are configurable in both languages.
Can my brand have its own client portal?
Yes — opt-in per tenant. You get live dashboards, SLA reporting, ticket visibility, and (Phase 2) the ability to push leads to us via API.
Ready to put your
customer ops on autopilot?
Pilot HighlandConnect with one campaign, one queue and one SLA. Scale only when you see the numbers.