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Solutions_ 03_ Customer Experience

Customer service outsourcing in Brazil, AI-native and omnichannel

AI agents that resolve — not open tickets. A single journey across voice, WhatsApp, email, SMS, RCS and chat, with human escalation when the case demands it.

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One journey, every channel

01_
Voice
Natural voice agents, inbound and outbound, with full call logging.
02_
WhatsApp
Complete conversational journeys, with Meta Technology Provider expertise.
03_
Email, SMS and RCS
Messaging orchestrated in the same cadence, with shared context.
04_
Chat
Web and apps with the same operational brain as every other channel.
05_
Omnichannel
The customer switches channels; the conversation continues from the same point, with the same context.
06_
Inbound and outbound
Inbound and outbound on the same platform, under the same business rules.
BPO + transformation_

Outsource the operation you have. Build the operation you need.

Macro can take over an existing enterprise operation as a BPO provider in Brazil, preserving service continuity, governance and business targets while progressively moving the operation to a hybrid and agentic model. The goal is not simply to outsource headcount, but to reduce headcount dependency and optimize cost per outcome.

Brazil-based sales, collections, customer service and back-office operations across voice, WhatsApp, web, email and enterprise systems.

Explore Macro's AI-native BPO model in Brazil →
How it works_

We absorb your customer service and execute the complete transformation

No matter your service operation's digital maturity — we evolve from wherever it stands. Existing queues, scripts, SLAs and systems enter as they are. Macro drives every stage of the Agentic Transformation, keeping human escalation where it adds value.

01_Absorb the human service operation
02_Operate in hybrid mode — humans and agents together
03_Scale the agentic service operation
04_Prepare customer service for AI-to-AI CX, via CXOS
Executed with the Macro platform:
Goatable CX Agents Learning Agents Interoperability Agents Macro Insights

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agentic transformation

An operations specialist replies within one business day with an initial diagnosis of your operation.

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