Hybrid BPO + Automation

People and automation in the same operating model.

Some processes benefit from automation. Others still require experienced people. A hybrid model combines both within the same operation.

How it works

Operational first, not technology first.

For customer service, sales, and other high-volume workflows, Proxima can deploy CX automation alongside the people responsible for configuring, monitoring, managing, and handling the interactions that require human judgment.

Our approach is operational rather than technology-first: we identify which parts of a workflow can be automated, which require human intervention, and how the two should work together.

The human team can be structured as either BPO or staff augmentation, depending on whether you want Proxima to manage the operation against defined SLAs or retain direct management of the team.

CX automation can be deployed as part of a managed BPO operation or alongside an existing team.

Depending on the use case, a hybrid team can include

Voice and chat automation

AI agents handling outreach, inbound inquiries, and routine interactions.

CRM and IVR integrations

Connected to the systems your operation already runs on.

AI-assisted customer interactions

Agents supported in real time rather than replaced.

Lead generation and qualification

Automated first touch and qualification ahead of a human conversation.

Human escalation and exception handling

When you want to manage the people.

Quality assurance and monitoring

Both automated and human interactions reviewed against your standards.

Workflow configuration and optimization

Continuous tuning as volumes and intents shift.

Reporting and performance management

One view across the automated and human sides of the operation.

For example

A lead generation operation

A senior sales development specialist and a closer, working alongside automated voice and chat workflows that handle initial outreach, inbound inquiries, qualification, and follow-up — so the people spend their time on conversations that can actually convert.

Managed as BPO

We run the operation

Technical Talent with Industry Expertise

Proxima hires, trains, and supervises the team

Performance held to defined SLAs and KPIs

Process documentation and continuous improvement

Lower management overhead on your side

Or staff augmentation

You run the operation

Managed Teams Built Around Your Processes

The team reports directly to your managers

You set priorities and daily direction

Automation configured to your specifications

Maximum control over how the workflow evolves

Commercial structure

Flexible commercial models

Hybrid engagements can be structured around the economics of the operation, including combinations of:

Fixed monthly retainers

Per-interaction or usage-based pricing

Variable performance-based components

Dedicated staffing

Technology and implementation fees

Also available

Employer of Record (EOR)

Hire locally without building the employment infrastructure. Proxima becomes the legal employer; you direct the work.

Learn More

Recruitment

Search and placement only. We source, screen, and shortlist — you contract, onboard, and manage the hire directly.

Learn More

Let's talk

Bring us the workflow. We will split it.

Walk us through the operation and we will map which parts automation should handle, which need people, and how the commercial structure should follow.

Tell us the role. We’ll handle the rest — from sourcing and vetting to onboarding and compliance.

Design a hybrid model with us

Compare delivery models