Customer Experience is Entering a New Era
Goda Gavenyte on why the CX advantage now sits in the balance between emotional understanding and operational reliability, not in choosing one over the other.
Read articleiCXperience Group
Big enough to deliver at scale.
Agile enough to move at speed.
Human enough to make every interaction matter.
We combine people, technology, AI and global delivery to manage customer experience at scale.
The Group
Four operating arms. One mission.
We acquire, aggregate and amplify niche CX propositions across voice, digital and AI, powered by 25+ years of contact centre intelligence and a technology stack we built ourselves.
01
iCXperience
The aggregator. The Group's front door and the UK's largest privately owned CX fusion group.
02
ADP Call Centres
The operator. 25 years of UK contact centre delivery across AllDayPA, CallCare and CallCare Health.
03
Liberate Group
The acquirer. Strategic capital and corporate capability behind every acquisition.
04
Adhki.ai
The fusion. Our AI × CX engineering arm, built in house.
The Network
9 brands. One privately owned group.
Specialist businesses, operating teams and technology, each kept sharp rather than flattened into one.
Wider Strategic Portfolio
Part of our wider Strategic portfolio.
ADHKI · the named product suite
AI built for real customer experience.
AI that automates, assists and improves customer conversations across every channel.
Five named components, all built in house by our own engineers, not licensed, not resold. Every claim below is live on client accounts today, in production rather than in pilot.
01
In production
ADHKI Agent
Verifies the caller, does the work in your systems, and writes it back, at any point in a flow we already run.
Explore
02
Live now
ADHKI Assist
Live transcript, the right next step and compliance wording prompted, and the notes written automatically.
Explore
03
Rolling out
ADHKI Insights
Every contact scored against your own scorecard, compliance wording checked, coaching driven by evidence.
Explore
04
The learning loop
ADHKI Continuum
Every interaction feeds back in, so the system improves daily rather than performing from a fixed dataset.
Explore
05
Commercial model
ADHKI Proof
Workshop, journey mapping, a live proof of concept and a month live, before you are asked to pay anything.
ExploreSolutions
What else we can do for you.
Six solutions beyond ADHKI itself, including two distinct ADPCX entries, because the platform and the tech support desk answer to two entirely different buyers.
Scales 20 → 20,000 agents
ADPCX Platform
Multichannel CRM, voice, email, chat and messaging in one environment, built for high-volume operations.
New · 1st line ITADPCX Tech Support
Your Level 1 IT queue, run inside your own tooling by the team that already runs high-volume desks.
FCA · ISO 27001Regulated & Compliant Delivery
Consumer Duty and FCA oversight are now board-level risk. We can evidence it, on 100% of contacts.
UK · South Africa · IndiaOffshore & Global Delivery
Lower cost-to-serve without losing UK governance and quality. We already run both, across three continents.
Ring-fenced teamsSpecialist & Dedicated Care
At 50-250 FTE you are a rounding error to a 500,000-seat provider. Not with us.
One contractGroup Consolidation
Managing five vendor contracts is its own full-time job. We replace it with one contract, one wallboard, one outcome.
Technology ecosystem
The platform integrates where you already work.
ServiceNow, Jira, Zendesk, Microsoft 365, Entra ID, Okta and more — the full, verified list is on the Technology Partners page.
Behind the platform
ADHKI is not a demo. It is running on real calls, right now, answered by real people.
Every claim on this site sits on top of an operation you can actually visit, agents on headsets, supervisors on the floor, and the AI working alongside them rather than instead of them.
Accreditations & certifications
Held to the standards regulated clients require, not just the ones that are easy.
ISO 27001FCA-aligned controlsGDPR & UK DPA
PCI-DSSICO registeredNHS Digital aligned
BPESA accredited
A client outcome
20%
Average handle time removed from a regulated inbound operation, inside twelve weeks.
ADHKI Assist went live behind the handlers first, back of the flow, where the customer never knows it is there. Live transcripts removed the note-taking. The Knowledge Hub removed the hunt. ADHKI Insights then scored 100% of the contacts against the client's own scorecard, so the saving was evidenced rather than asserted.
Every case study on this site carries a specific, named metric, not "improved efficiency". Three to five studies, named or anonymised with client approval, publish alongside launch.
See how it works on your account.
Not a slide and not a sandbox. A business-ready working solution on your real flows, your real documents and your real systems, free until you tell us it works. Twenty enterprise places, first come, first served.
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ADHKI · The named AI product suite
AI built for real customer experience.
AI that automates, assists and improves customer conversations across every channel.
Five named components, built in house by our own engineers on 25 years of real interaction data, not licensed, not resold. Explore the whole suite below, or go straight to the piece you need.
ADHKI Agent · Agentic orchestration
Not a chatbot that answers and passes it on.
ADHKI Agent checks the account, does the work in your systems, writes it back and confirms it, on the phone, in chat or by email. It deploys at the front, the middle or the back of a flow we already run for you, and it moves forward only when you say it is ready.
2.5bn
Real human interactions trained on
Not synthetic data. Not a handful of pilots.
25 yrs
Of continuous CX delivery data
Older than most of the platforms we compete with.
95%
Accuracy via ADHKI
Measured on live client accounts, not a benchmark set.
20×
Faster than a human agent
On the retrieval and write-up work, where the time actually goes.
The position most CX leaders are in“Your board has asked what you are doing about AI. Every vendor who answers has never run your operation, and every partner who has run it cannot build anything.”
The distinction that matters
Orchestration, not automation.
Everest Group and IDC both use orchestration as the specific term for the highest tier of capability in this market, not simply running AI, but coordinating AI and human effort together as one managed system.
That is precisely what ADHKI Agent is. The front/middle/back model below is a single agent definition, deployed at three different depths, with a live handover between machine and human in either direction. Every claim on this page describes capability that is in production on client accounts, not in pilot, not on a roadmap.
The deployment model
Front. Middle. Back. You choose.
This is what makes the evolution safe. We already manage your call and comms flows, so agentic AI drops into whichever part of that flow you are comfortable with, and moves later, as confidence grows, using the same agent definition deployed differently.
InboundThe customer
→ADHKI AgentVerify · retrieve · action
→Your stackCRM, ticketing, telephony
→Our floorUK handler
The agent verifies the caller, finds the answer, makes the change and confirms it.
Your team sees the record but never picks up the phone. The contact is resolved end to end, identity verified, account checked, the action taken in your own systems, the write-up filed and the customer told what has happened.
- Simple, repetitive, high-volume contacts taken outright
- The queue reaching your people becomes the work that actually needs them
- Live transfer to a human the moment the customer asks, or the moment the agent reaches its limit
- Every contact scored on the same scorecard as a human one
InboundThe customer
→ADHKI AgentVerify · retrieve · action
→Your stackCRM, ticketing, telephony
→Our floorUK handler
We handle the opening, then pass to a human who already has the full history on screen.
The customer never repeats themselves and nobody starts cold. Verification, context and intent are already captured by the time a person joins the conversation, which removes the first ninety seconds of the call, every time, on every transfer.
- Where most clients start
- Opening, identification and intent capture handled automatically
- The handler arrives with verification state, history and actions already taken
- Admin and write-up handed back to the agent to finish
InboundThe customer
→ADHKI AgentVerify · retrieve · action
→Your stackCRM, ticketing, telephony
→Our floorUK handler
Your people do all the talking. We work behind them.
Finding the answer and writing up the call, while the customer never knows we are there. This is where almost every account starts, and for a great many it is a legitimate end state, agent assist alone removes the two biggest time thieves on any contact.
- No customer-facing change at all, the safest possible first step
- Retrieval, note-taking and post-call admin taken off the handler
- Delivered today as ADHKI Assist
- Move forward to middle or front whenever the evidence says you are ready
Clients start at the back and move forward as trust builds. Some will only ever want agent assist, and that is a legitimate outcome, the model is designed to be moved through at your pace, not ours.
The thing nobody else can do
The handshake is the product.
Anyone can sell an AI agent. Anyone can sell a contact centre. The hard part , and the biggest single piece we bring, is the moment a conversation moves between the two, in either direction, without the customer noticing.
Agentic AI
ADHKI Agent
Verified, retrieved, actioned.
⇆
Human
Our Agent
Judgement, empathy, exceptions.
What travels across the handshake
Full conversation history
Verification state
What the customer wants
Actions already taken
What they can be offered
Compliance wording
The write-up, either way
Why only we can do this well
A pure AI vendor has no humans to hand to. A traditional BPO has no agentic layer to hand from. We own both sides and the platform in between, and we score both on the same scorecard. A bad handover means the customer explains themselves twice and the handler starts cold. A clean one removes the first ninety seconds of the call.
How it is built
Grounded in your documents. Scored on your scorecard.
Knowledge Hub
Your own knowledge, versioned
The agent reads from the Knowledge Hub, your scripts, escalation rules, opening hours, site lists and exceptions, versioned and searchable. Change it once and it is right everywhere, within minutes. No stale scripts, no invented answers.
Integration
Inside your systems, not ours
The agent works in the stack you already run, CRM, ticketing, telephony, knowledge base. It reads the account, makes the change and writes the record back. Nothing to migrate, nothing to buy.
Model routing
A different model chosen per step
Not one model doing everything badly. Retrieval, reasoning, voice and write-up each route to the model that handles that step best, orchestrated by our own platform rather than a wrapper around a single third-party LLM.
Quality
Every contact scored, ours and yours
ADHKI Insights evaluates 100% of contacts against your own scorecard, AI-handled and human-handled alike. You get evidence of what the AI did, not assurances.
Proprietary
Built in house, not licensed
Our engineers, twenty projects under way, shaped around real accounts rather than whatever a vendor releases next. Proprietary models trained on 25 years of first-party data.
Residency
Data never leaves the UK
It stays inside our ecosystem, under ISO 27001 scope and FCA-aligned controls that are already in place. That one sentence closes more security reviews than any feature we could build.
Where this connects
Related capability
Prove it on your own flows.
A working solution on your real flows, documents and systems, free until you tell us it works. Only then do we cost it, on consumption.
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ADHKI Assist · Live now
A second pair of ears on every call.
AI support live behind every handler, on every call.
Speech transcribed as it happens, matched to your own process, and the handler prompted with the right next step and the right compliance wording. The notes write themselves. This is the back of the flow, where the customer never knows it is there, and where most of the efficiency actually sits.
Our belief, and our bet
AI will assist the agent.
The market believes AI ends the contact centre, so it is selling. We believe it makes the agent worth more, so we are buying.
Nine brands owned, two acquired this year, nine more contact centre businesses already in the acquisition process. Every one arrives with people, clients, call flows and data that make the technology sharper. Fewer people, better paid, with far more engineering behind them.
Outcome 01
Speed
No hunting. The answer is on screen while the customer is still speaking.
Outcome 02
Accuracy
The approved wording, every time, the compliance line prompted rather than remembered.
Outcome 03
Knowledge
Day-one agents sound like year-five agents. Ramp time, error rates and escalations all move at once.
The anatomy of a contact
Find the wasted minutes. Then take them out.
Clients pay for our time, so the cheapest service we can give you is the fastest one. Break a contact into its parts and most of it is not conversation at all. It is looking, waiting and typing.
01
Before hello
Finding the record, opening the systems, reading the last note. Pulled up automatically before the agent speaks.
02
Verification
The same questions on every call, read from a card. Prompted, captured and logged as it happens.
03
The hunt
Searching tabs, folders and old emails while the customer waits. The single biggest waste on any floor, and the biggest win.
04
The actual conversation
Judgement, empathy, the awkward one, the vulnerable customer. This part we protect, and pay more for.
05
Wrap and notes
After-call work, typed from memory, inconsistently. Written for them and dropped straight into the record.
06
The follow-up
The email, the confirmation, the chase, the rekeying into another system. Back-office work nobody should be doing by hand.
Why it works
Clients pay for time
So a faster contact is a cheaper contact for you and a more productive hour for us. Nobody has to lose for the other to win.
The trade
Same people, more handled
More contacts handled by the same team, with less of the grinding parts. That is what makes an agent worth paying more.
The caveat
Not just speed
Speed, accuracy and knowledge together. A fast call that gets the answer wrong costs more than a slow one that gets it right.
What lands on the floor
Live text, as they say it.
01
Live transcripts, coming in now
Names, references, addresses and amounts appear on screen as the caller says them. Copy and paste straight into the system, and scroll back instead of asking the customer to repeat themselves.
02
It removes the hold, not the human
The two biggest time thieves on any call are the search and the write-up. ADHKI Assist takes both, and leaves the handler doing the part only a person can do.
03
New starters stop being new starters
Guidance in the moment shortens the ramp dramatically. Training time, error rates and escalations all move together, which is where the real operational saving sits.
04
Where it goes next
Keyboardless working, auto-filled forms and post-call automation. The handler talks, the platform does the rest, the single biggest effect available on handling time and after-call work.
Where this connects
Related capability
Start at the back. Move forward when you are ready.
ADHKI Assist is the safest possible first step, no customer-facing change at all. Nothing moves forward without your operation saying it is ready.
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ADHKI Insights · Quality & reporting
Quality on all of it. Not a sample of it.
Every contact scored automatically, not just a sample of them.
100% of contacts transcribed, scored against your own scorecard and surfaced, no sampling, no quality team required to make it happen. Evidence instead of assurances, and coaching driven exactly where the evidence says it is needed.
100%
Of contacts evaluated
Every call, chat and email. Not a 2% sample.
Both
AI and human scored alike
The same scorecard applied to both sides of the handshake.
Your own
Scorecard, not ours
Configured to what your business actually measures.
Audit-ready
Compliance wording checked
Every contact, with the evidence attached.
The problem this answers“Our quality team samples two per cent of contacts, and the board wants assurance on a hundred. We are reporting on a rounding error and calling it oversight.”
Coverage
Auto-scored evaluations
Every contact evaluated against your own scorecard the moment it ends, consistently, and without a human sitting in a calibration session to make it happen.
Assurance
Compliance wording, checked
The approved line either was said or was not. For Consumer Duty, FCA oversight and vulnerable customer obligations, that distinction is the whole of the evidence.
Impact
Coaching where the evidence says
Team leader time spent coaching rather than sampling. The platform points at the specific behaviour, with the contact attached, and tracks whether the coaching actually changed anything.
In build
Call Analyser
Intent, deviation, outcome and cause across the whole contact estate, what customers are actually calling about, where the flows break, and which failure is generating the repeat contact.
Insight & Reporting
Consolidated reporting
Every channel in one place with dashboards and scheduled delivery, so the service review starts from data rather than from a data request.
Reporting
Client and agent views
Macro to micro, a board-level view of the estate and a single contact with the transcript, the score and the coaching note attached.
Why this sits inside ADHKI, not beside it
Measurement is what makes the AI improve.
ADHKI Insights is not a reporting bolt-on. It is the measurement layer that tells the rest of the platform what worked.
Knowledge Hub holds the truth about an account. ADHKI Assist puts it in front of the handler live. Insights measures whether it worked, and feeds that straight back into both. That closed loop is ADHKI Continuum, and it is the reason the platform gets better daily rather than performing from a fixed, historical training set.
Where this connects
Related capability
Evidence, on 100% of contacts.
Bring us one account and your own scorecard. We will show you what full-coverage quality scoring surfaces that a 2% sample never could.
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ADHKI Continuum · The continual learning loop
Every interaction makes the next one smarter.
The feedback loop that makes ADHKI smarter with every interaction.
ADHKI does not just run on 25 years of data. It is still learning, every day, from live operations most AI vendors will never have access to. That is Continuum.
In plain language
The loop that ties the other three together.
Every interaction ADHKI handles, successful or not, feeds back into the model. Human agents review the contacts AI could not confidently resolve, and that resolution becomes new training data.
The system is not trained once, on historical data, and then left to perform. It improves daily, inside a live operation of 5,000 seats across three continents. That loop can only exist because there is a large-scale human delivery operation feeding it , which is the structural advantage no AI-native competitor currently has.
Step 01
Handle
ADHKI Agent or ADHKI Assist takes the contact, at whichever depth the account sits.
Step 02
Escalate
What the AI cannot confidently resolve goes to a UK handler, mid-conversation, with everything on screen.
Step 03
Score
ADHKI Insights evaluates 100% of contacts, AI and human alike, against the client's own scorecard.
Step 04
Learn
The human resolution and the score become new training data. The Knowledge Hub updates. The next contact is better.
The moat
Years of recordings. And the scripts behind them.
Recordings tell you what was said. On their own that is about a third of the picture. The other two thirds live in the scripts and process flows, and those are ours, because we built them.
The recordings
⅓ What actually happened
Every call, chat and email we have handled across the group. Thousands of recordings per client account, going back many years. What was said, and how it went.
The scripts & flows
⅔ What should have happened
Process flows, escalation rules, compliance wording, exceptions and approved script. We wrote them and we maintain them, account by account, on the client's behalf.
The training set
= Intent, deviation, outcome, cause
Map one onto the other and you get the full picture, which is exactly what an agent has to be trained on, and exactly what tells us where the time is being lost.
25 yrs
Of recordings across the group
1,000s
Recordings per client account
100%
Of the scripts & flows are ours
UK
Never leaves our ecosystem
Why no competitor can copy it
A vendor might buy recordings somewhere. They cannot get the scripts or the flows, because we built them, and every acquisition adds more of both. An AI vendor would have to buy a BPO group to catch up. A BPO would have to build an engineering team and wait three years.
Where this connects
Related capability
A model that is better tomorrow than it is today.
Put ADHKI on one of your flows and watch what full-coverage scoring plus live human escalation does to accuracy over ten weeks.
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ADHKI Proof · The commercial model
Free until proven. Then consumption only.
A working proof of concept on your own systems, free until it proves itself.
Every enterprise board is asking what the business is doing about AI, and most operations have no idea where to start. So we give you the whole journey at no cost, on your own workflows, and you only pay once you have told us it works.
The journey
Ten weeks. Five of them free.
Nothing here is a pilot in a sandbox. By week six there is a working solution running on your real flows, and by week ten you have a month of live evidence to make the decision with.
01
Your team brings it in
Your relationship team and ours identify the account together. Nothing starts until the people who own the relationship say so.
02
AI workshop
Our transformation team sits with your operation. What AI is, what it is not, and what it could realistically do here.
03
Journey mapping
We map the call and comms flows we already run for you, and find where agentic AI belongs, front, middle or back.
04
Live proof of concept
Not a slide and not a sandbox. A business-ready working solution on your real flows, your real documents and your real systems.
05
Live in the workflow
In your live workflow for a month or so. This becomes your own live demo, with real contacts and real evidence attached.
06
Fit for purpose?
You tell us whether it works. Only then do we cost it, on consumption. No fixed fees.
20
Enterprise places in cohort one
Clients spending over £100k a year with us today. First come, first served, with no shortlist.
Up to 60%
Working expectation on cost per contact
Indicative only. The real number comes from your own proof of concept, not from this page.
£0
Until you say it works
Then consumption pricing. No fixed fees, no minimum commitment, no implementation invoice.
This is not a cost-cutting exercise
Agentic AI is about speed, accuracy and knowledge as much as it is about price. Some clients will buy this purely for resolution times or for compliance evidence, and never for the saving. Both are legitimate reasons to start.
Why we can afford to do this
The contract is already signed.
- Contracts already in place. No new procurement, no new legal cycle, no new data agreement. That removes months from every deal before anything starts.
- Accreditations already held. ISO 27001, FCA-aligned controls, GDPR and UK DPA, in place and scoped to our operations. A startup begins that clock at zero.
- We already run the flows. We know the demand, the exceptions and the spikes. A vendor bills you to learn what we already know.
- We fund it ourselves. Privately owned, self-funded. No raising, no pitching, no waiting on someone else's investment committee.
- Data never leaves the UK. It stays inside our ecosystem, under scope we already hold.
Where this connects
Related capability
Twenty places. First come, first served.
If you spend over £100,000 a year with the group today, the whole journey above is available to you at no cost. Tell us which account, and we will do the rest.
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ADPCX · The platform
ADHKI is the intelligence. ADPCX is the platform it runs on.
The multichannel platform ADHKI runs on, from one provider.
Together they give you the AI and the infrastructure from one provider, not two vendors you have to integrate yourself. Multichannel CRM, intelligent routing and service automation, built for high-volume, mission-critical operations.
The problem we are answering“Your CX platform was built for a 20-agent helpdesk. You are running an enterprise operation.”
The mechanism
One environment. Every channel.
Voice, email, chat and messaging inside a single CRM environment, with intelligent routing and service automation built specifically for high-volume, mission-critical operations rather than adapted from small-team helpdesk software.
Most BPOs rent their technology. We built ours. The same telephony, omnichannel, quality and AI stack runs across every brand and every client in the group, from a 24/7 enterprise account to a four-seat startup. One platform, infinite configurations.
The stack
Four layers, one platform.
Layer 1
Voice & telephony
Cloud-native, multi-tenant and geo-redundant telephony built for thousands of concurrent agents.
- Intelligent IVR with skills-based routing
- 100% call recording, encrypted at rest
- Live wallboards with zero-permission supervision
- Routing and PBX control from a web console, not a support ticket
Layer 2
ADPCX · CX & quality platform
The multichannel CRM and operational core. Voice, email, chat and messaging in one place, with the case and the customer in one record.
- Auto-scored evaluations with 100% coverage
- Coaching workflows with impact tracking
- Client and agent reporting, macro to micro
- Open APIs for client integrations
Layer 3
ADHKI · the AI layer
The intelligence on top of the operational stack, agentic orchestration between AI and your people, assisted handling and full-coverage quality scoring.
- Keyboardless working, the agent talks, the platform types
- Utterance to intent: what the customer actually wants
- Predictive routing and best-fit agent matching
- A different model chosen for each step
Layer 0
Security & compliance
Enterprise-grade controls beneath every layer. The same standards whether you are a top-ten telco or a regional retailer.
- ISO 27001, information security
- PCI-DSS, payment compliance, card data away from the handler
- GDPR and UK DPA, privacy by design
- FCA-aligned controls for regulated sectors
20 → 20,000
Agents on one platform
The same build serves a four-seat startup and a 24/7 enterprise account.
Built
Not licensed
Our own engineers, shaped around real accounts rather than a vendor roadmap.
One
Record per customer
Voice, email, chat and messaging in one environment, not four integrations.
Available
To your own team
Your in-house team can log into the same platform we use, without buying telephony.
State the relationship plainly, every time
ADHKI is the intelligence. ADPCX is the platform it runs on. They are complementary, not competing, and buying both from one provider is what removes the integration project that normally sits between an AI vendor and a CX platform.
Where this connects
Related capability
See how ADPCX runs alongside ADHKI on your account.
One provider for the infrastructure and the intelligence. One contract, one wallboard, one quality standard across every channel.
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ADPCX Tech Support · 1st line IT
We run your Level 1 desk. Your engineers get their week back.
Your Level 1 IT queue, run by a team that already does this at scale.
Running high-volume interaction desks is what this group already does. ADPCX Tech Support applies that exact operating model to your Level 1 IT queue, inside your existing tooling and your existing processes. Nothing to buy, nothing to migrate.
The problem this solves“Your best engineers are resetting passwords instead of running your infrastructure. That is not why you hired them.”
Written for a different buyer
You are not here for a CX proof of concept.
Everywhere else on this site, we are talking to a CX buyer. Here, we are not. This page is for the IT Director or Head of Service Desk who watched a Level 1 queue quietly become where their best engineers' week goes to die.
The logic is simple: we already run high-volume interaction desks at scale, under ISO 27001 scope and FCA-aligned controls, across 16 sites and three continents. That exact discipline, logging, triage, first contact resolution, SLA reporting, applies directly to a service desk queue. It is the same operational muscle pointed at a different queue.
£777 /mo from
One fee, stated plainly
A genuinely disruptive price point. No 'contact us for pricing' form.
7am-7pm
Seven days, as standard
24/7 optional always-on cover.
30+
Specialists across the stack
Not generalists reading a script.
L1
We own it
Level 2 and Level 3 stay with your specialists.
How it works
Four things worth being precise about.
An outsourced service desk succeeds or fails on where the boundaries sit. These are ours, stated before you buy rather than discovered afterwards.
01
We own Level 1. You keep Level 2 and 3.
Logging, triage, diagnosis, first contact resolution, ticket ownership and SLA reporting sit with us. Infrastructure, security and change stay with your specialists, the work they were actually hired to do.
02
Inside your stack, not ours.
ServiceNow, Jira Service Management, Freshservice, Zendesk, Halo, Microsoft 365, Entra ID, Intune, Active Directory, Okta, or whatever you already run. Nothing to buy, nothing to migrate, no new tool for your team to learn.
03
Escalation agreed in advance.
Thresholds are set at service design stage, not decided ticket by ticket. When something crosses the line it arrives already diagnosed, categorised and documented, not as a cold handoff into Level 2.
04
The same governance as everything else we run.
ISO 27001 scoped, GDPR and UK DPA, FCA-aligned controls, NHS Digital aligned. Data stays inside our UK ecosystem. Your security review starts from a position most outsourced desks cannot offer.
A second door into the account
If we already run your customer service, we can run your service desk.
This is the group's first genuine route to a buyer we have never sold to before, and inside accounts we may already hold commercially through CX delivery.
If a colleague of yours already works with one of our brands, the contract, the security review and the data agreement are already in place. That removes months from the start of this, before a single ticket is logged.
Where this connects
Related capability
Talk to us about your Level 1 queue.
Tell us what you run, how many tickets a month it carries, and where your engineers are losing their week. We will tell you plainly whether we can take it.
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Regulated & compliant delivery
Consumer Duty made outsourced oversight a board issue.
Every contact evidenced against your own scorecard, not just some of them.
Most BPOs cannot evidence what happened on 98% of their contacts, because they never looked at them. We score every single one, AI-handled and human-handled alike, against your own scorecard, with the contact attached.
The problem we are answering“Consumer Duty and FCA oversight are now board-level risk. Most BPOs can't evidence it. We can.”
The mechanism
Evidence, not assurances.
A 2% quality sample is not oversight. It is a rounding error being reported as governance.
ADHKI Insights evaluates 100% of contacts against your own scorecard, checks whether the approved compliance wording was actually said, and drives coaching exactly where the evidence says it is needed. For a regulated operation that changes the conversation with your own risk function, from what you believe happened to what demonstrably did.
And when a vulnerable customer, a complex complaint or a regulated disclosure needs a human, a trained compliance handler is the one who already knows the standard, not a queue. AI flags it in seconds. A real person, trained for exactly this, is the one who picks up.
What you get
Specifically, this.
Assurance
100% contact coverage
Every call, chat and email evaluated. No sampling, no calibration bottleneck, no blind spot between quality reviews.
Duty of care
Vulnerable customer handling
Identification prompts in the moment, the approved wording surfaced live, and the handling evidenced afterwards on the contact record.
Delivery
UK-only voice where it matters
Nine UK sites give you local accent, local accountability and UK data residency for the regulated parts of the flow, with offshore capacity available for the parts that do not need it.
Governance
Accreditations already held
ISO 27001 scoped to our operations, FCA-aligned controls, GDPR and UK DPA, PCI-DSS for payment handling, NHS Digital aligned. In place today, not on a roadmap.
Live now
Secure payments on the call
Two-factor protection and automated confirmation, built to keep card data away from the handler entirely.
Reporting
Audit-ready reporting
Consolidated reporting with scheduled delivery, so the service review and the regulatory return start from data rather than from a data request.
100%
Of contacts scored
ISO 27001
Information security
FCA
Aligned controls
UK
Data never leaves our ecosystem
Where this connects
Related capability
Show your risk function the evidence.
Bring us one regulated flow and your own scorecard. We will score 100% of it and show you what a 2% sample has been missing.
Home/Solutions
Offshore & global delivery
Lower cost to serve. Without losing onshore governance.
Twelve sites across the UK, South Africa and India, under one contract.
Twelve operational centres across the UK, South Africa and India. UK for trusted accent and compliance. South Africa for premium offshore. Bangalore for technology and engineering. One contract, one wallboard, one quality standard across all three.
The problem we are answering“You need a lower cost-to-serve without losing onshore governance and quality. We already run both.”
The mechanism
Pick the blend. We deploy one team.
Other providers sell you a shore, a brand, or a platform. We sell you a blend.
Pick the location mix, the offering mix and the technology mix, and we deploy a single team that spans all three, on one contract, one wallboard, one outcome. Nobody else in our tier can put a South African outbound squad, a UK retention pod and ADHKI tier-one deflection on the same client account without you managing three vendors.
What you get
Specifically, this.
Onshore
United Kingdom · 9 centres
London (Group HQ, Knightsbridge), Manchester, Sheffield, Liverpool, Bradford, Swansea, Bristol and Ipswich. UK boots, UK accents, UK accountability, and UK data residency where the regulator requires it.
Offshore
South Africa · 2 centres
Cape Town for premium offshore and Durban as a scaling delivery hub. BPESA accredited, enterprise scale, and a genuine cost-to-serve advantage without the accent trade-off clients worry about.
Engineering
India · 1 technology hub
Bangalore is the engineering hub behind ADHKI and ADPCX, AI and platform development, plus back-office capacity for the parts of a flow that never touch a regulated conversation.
Coverage
Follow-the-sun, genuinely
Three continents means 24/7 cover without paying UK night rates for work that does not need a UK handler. Peak, out-of-hours and seasonal surge absorbed by the wider estate rather than renegotiated.
Capacity
Flex without a new contract
When you need to move, price-rise season, a product launch, peak retention, the group's 5,000+ seats and nine brands are available without a renegotiation.
Governance
One quality standard across all of it
ADHKI Insights scores contacts the same way in Cape Town as it does in Sheffield. Offshore stops being the place where visibility drops.
12
Operational centres
3
Continents
5,000+
Seats
24/7
Follow-the-sun cover
Where this connects
Related capability
Tell us the blend you need.
Location mix, offering mix, technology mix. One team, one contract, one weekly review.
Home/Solutions
Specialist & dedicated care
At 50-250 FTE you are a rounding error to a 500,000-seat provider.
Dedicated, ring-fenced teams for accounts that need more than a rounding error.
Not with us. Dedicated, ring-fenced, client-branded operations, agents trained, briefed and managed as if they were your own staff, with senior attention that does not disappear after the implementation call.
The problem we are answering“At 50-250 FTE, you're a rounding error to a 500,000-seat provider. Not with us.”
The mechanism
Your brand. Our floor.
We build dedicated, ring-fenced client-branded call centres. Your customer never knows the difference.
Nine brands in this group exist precisely because each one stays true to its own heritage and customer base. We are structurally comfortable running a team that answers in your name, in your tone, to your standards, because that is how half the group already operates. The scale sits behind the team, not on top of it.
What you get
Specifically, this.
Dedicated
Ring-fenced, client-branded teams
Agents trained, dressed and managed as if they were your own staff, answering in your name. Dedicated rather than shared, so knowledge compounds instead of resetting.
Access
Senior attention that stays
Privately owned and flat. If you are in the room you are one person away from the people who run this group, not four escalation tiers away from someone who can make a decision.
Complexity
Specialist and complex handling
Vulnerable customers, emergency incident handling, complaints, clinical and legal workflows. Work that needs judgement rather than throughput.
Scale
Group scale behind a small team
A 60-seat dedicated operation still sits on the same platform, the same accreditations and the same AI as a 24/7 enterprise account. You are not on the cut-down version.
Surge
Flex up without leaving the team
When your volume spikes, the wider estate absorbs it, without breaking up the dedicated team that knows your customers.
Included
The AI comes as standard
ADHKI Assist behind the handlers and ADHKI Insights across every contact, on a 60-seat account as much as a 600-seat one.
50-250
FTE, and treated properly
9
Brands, each with its own market
Flat
One person from the top
Same
Platform, whatever your size
Where this connects
Related capability
Be somebody's most important client.
Tell us the size of the operation and what it has to do. We will tell you honestly whether we are the right shape for it.
Home/Solutions
Group consolidation
Managing five vendor contracts is its own full-time job.
Five vendor contracts replaced with one contract, one wallboard, one outcome.
We replace it with one. One contract, one wallboard, one weekly review, one P&L, across locations, brands and channels that would otherwise be three separate vendors and an integration project.
The problem we are answering“Managing five vendor contracts is its own full-time job. We replace it with one.”
The mechanism
One blended team. Three sources of strength.
The client signs one contract with iCXperience, not four with shore-vendors.
The team feels like one team because operationally it is one team. Nine brands consolidating onto three platforms means the technology follows the platform rather than the brand, so a change made once lands everywhere, and an agent trained on one site can work on another. That is what makes a genuinely single contract possible rather than a single invoice covering four disconnected operations.
What you get
Specifically, this.
Commercial
One contract, one commercial relationship
Not a prime-and-subcontractor arrangement with the complexity hidden one layer down. One counterparty, one set of terms, one place accountability sits.
Operational
One wallboard, one SLA
A single operational view across every location, channel and brand serving you, and a single service level rather than four that do not reconcile.
Quality
One quality standard
ADHKI Insights scores every contact the same way wherever it was handled, so consolidation does not mean averaging four different definitions of good.
In practice
Worked example · retention and sales
UK voice for retention. South African capacity for the outbound win-back surge. ADHKI deflecting tier one and coaching live in the handler's ear. Two flagship brands, one team, one contract.
Capacity
No renegotiation to flex
Price-rise season, a product launch, peak retention, the group's 5,000+ seats are already inside the agreement.
Transition
Migration without a big bang
We start from the foundation you already trust and layer capability on top. You do not change supplier, you upgrade supplier.
1
Contract
1
Wallboard
9
Brands available inside it
3
Platforms, consolidating from 9
Where this connects
Related capability
Replace four vendors with one partner.
Tell us who currently serves you and where the seams are. We will show you what one contract, one wallboard and one quality standard actually looks like.
Home/Solutions
Sales · Inbound & outbound · Capability-led
Both ends of the revenue cycle. One provider.
New business generated, then the relationship serviced, under one provider.
Generating and converting new business, then servicing the customer relationship that follows, under one provider, not two agencies that do not share data. Built on two acquisitions: The Conversion Hub in Swansea, and Confero in London.
The problem we are answering“Your lead generation and your customer service are being run by two different providers who don't talk to each other. That's costing you revenue at the exact moment a lead goes cold.”
Why this page is different
A function, not a vertical.
Every other page in this section is organised around a sector. This one is organised around a function that cuts across all of them: new business generation and conversion.
It exists because of two acquisitions that gave the group genuine, proven strength at both ends of the revenue cycle, and because handing the lead and the customer to two different suppliers is where most of the value leaks out.
The two operations behind it
Outbound conversion. Inbound and blended.
Acquired 2026 · FCA regulated
The Conversion Hub (TCH) · Swansea
The group's specialist outbound sales and revenue partner. A 500-seat purpose-built sales floor and over a decade generating revenue for B2C clients across utilities, insurance, financial services, broadband, retail and energy.
- Academy-trained agents, recruited and coached for conversion
- Purpose-built outbound sales floor, not a repurposed inbound room
- FCA-regulated outbound capability
- Over a decade of B2C revenue generation across five sectors
Acquired 2026 · FCA authorised
Confero · London
A UK inbound and outbound contact centre established in 2001, FCA authorised, with a named blue-chip client base including Audi, KPMG, Tesco and Unicef. Adds London delivery and joins the southern platform alongside Woven and AnsaCom.
- Over 20 years in market
- Named blue-chip clients across automotive, professional services, retail and charity
- Flexible Bureau and Dedicated delivery models
- Inbound and outbound blend under one team
The proposition
Generate it, convert it, then service it.
Genuine, proven strength at both ends of the revenue cycle, generating and converting new business, then servicing the customer relationship that follows, under one provider rather than two separate agencies that do not share data.
- No handoff gap. The lead does not sit in one supplier's queue while another waits to be told about it.
- One data set. What converted, what churned and why, in the same place, which is what makes the next campaign better.
- AI-assisted qualification and routing. ADHKI qualifies and routes so the best-fit agent takes the conversation that matters.
- Regulated where it needs to be. Both operations are FCA authorised or regulated, with compliance wording evidenced on every contact.
500
Seat outbound sales floor
Purpose-built, in Swansea.
2001
Confero established
Over twenty years of inbound and outbound delivery.
FCA
Regulated and authorised
Across both operations.
5+
B2C sectors served
Utilities, insurance, financial services, broadband, retail and energy.
Where this connects
Related capability
One provider, from first contact to renewal.
Tell us where the lead currently goes cold. We will show you what closing the gap between acquisition and service is actually worth.
Home/Sectors
Utilities & energy
Ofgem scrutiny and vulnerable customer obligations are both rising.
Regulated inbound at scale, with vulnerable customer handling evidenced on every contact.
The problem we are answering“Ofgem scrutiny and vulnerable customer obligations are rising. Most contact centre partners weren't built for either.”
What we do about it
Peak, priority services register, and proof.
Utilities contact volume is not smooth and the obligations attached to it are not optional.
Price-rise season, cold snaps, billing cycles and outage events all arrive as spikes, and each one lands on an operation that must simultaneously identify vulnerability, apply the right process and evidence that it did. We handle the surge from a 5,000-seat estate, and we evidence the handling with full-coverage scoring rather than a 2% sample.
And when a vulnerable customer on the priority services register needs a human, a trained welfare-trained handler is the one who already knows the standard, not a queue. AI flags it in seconds. A real person, trained for exactly this, is the one who picks up.
In this sector
What that looks like in practice.
Duty of care
Vulnerable customer identification
Prompted in the moment, captured on the record, and evidenced afterwards, not left to whether a handler remembered the training.
Capacity
Price-rise and cold-snap surge
The wider group's seats absorb the peak without a new contract or a new supplier onboarding cycle.
Automation
Billing, meter and account queries
The high-volume repetitive traffic that ADHKI deflects or assists first, freeing handlers for the conversations that need judgement.
Assurance
Complaints handling with evidence
Every contact scored against your own scorecard, compliance wording checked, and the contact attached to the score.
Revenue
Outbound win-back and retention
The Conversion Hub's regulated outbound capability, blended with UK inbound retention on the same account.
In build
Field and engineer follow-up
Post-call automation handles the notification, the confirmation and the chase, the outbound leg the customer never sees.
100%
Contacts scored
9
UK sites for surge
24/7
Cover available
FCA
Aligned controls
Mapped solutions
How we would build this for you
Bring us your peak.
Price-rise season is a capacity problem and an evidence problem at the same time. We are built for both.
Home/Sectors
Telecoms
Post-merger integration and reshoring pressure, colliding at the same time.
Vendor consolidation and reshoring, absorbed into a single contract.
Consolidating four vendors while moving volume back onshore is two transformation programmes running at once. We are the only partner on your list that can absorb both into a single contract.
The problem we are answering“Post-merger integration and reshoring pressure are colliding at the same time.”
What we do about it
One contract in. Four vendors out.
Telecoms is where vendor sprawl is worst and where the reshoring pressure is loudest.
We consolidate the estate onto one contract, one wallboard and one quality standard, then rebalance the shore mix underneath it without another procurement cycle, UK voice where accent and compliance matter, South Africa for outbound surge, India for back office. ADHKI deflects the tier-one traffic that should never have reached a human in the first place.
And when a vulnerable customer or a complex retentions case needs a human, a trained UK retentions specialist is the one who already knows the standard, not a queue. AI flags it in seconds. A real person, trained for exactly this, is the one who picks up.
In this sector
What that looks like in practice.
Revenue
Retention and haggle
UK retention specialists with ADHKI coaching live in the agent's ear, built around how you already run retentions, not replacing the engine.
Automation
Tier-one deflection
The repetitive high-volume traffic taken outright, so the queue reaching your people is the work that actually needs them.
Integration
Post-merger consolidation
Nine brands onto three platforms is a problem we are solving inside our own group. We know how to do it in yours.
Shore mix
Reshoring, at a sensible cost
Move the regulated and brand-sensitive volume back to UK sites while offshore carries the parts that never needed to move.
Capacity
Price-rise season surge
Flex into 5,000+ seats when the annual increase lands, without renegotiating anything.
Back office
Field and provisioning support
The follow-up leg, engineer notification, appointment confirmation, chase, automated rather than handled by hand.
1
Contract, not four
5,000+
Seats for surge
3
Continents to rebalance across
100%
Contacts scored
Mapped solutions
How we would build this for you
Consolidate and reshore in one move.
Tell us who serves you today and where the seams are. We will show you what one contract across the whole estate actually looks like.
Home/Sectors
Financial services
Consumer Duty made outsourced oversight a board issue.
100% of contacts scored against your scorecard, evidenced rather than asserted.
You need proof, not promises. We score 100% of contacts against your own scorecard, check whether the approved wording was actually said, and keep the data inside a UK ecosystem under ISO 27001 scope and FCA-aligned controls.
The problem we are answering“Consumer Duty made outsourced oversight a board issue. You need proof, not promises.”
What we do about it
Evidence your risk function can actually use.
A 2% quality sample is not oversight of an outsourced operation. It is a rounding error being reported as governance.
ADHKI Insights evaluates every contact, AI-handled and human-handled alike, against your scorecard, with the contact attached to the score. Complaints handling runs UK-only voice where the regulator expects it, with India back office and full audit-ready scoring across both. The contract, the ISO scope and the FCA-aligned controls are already in place before anything starts.
And when a vulnerable customer or a regulated complaint needs a human, a trained complaints handler is the one who already knows the standard, not a queue. AI flags it in seconds. A real person, trained for exactly this, is the one who picks up.
In this sector
What that looks like in practice.
Assurance
Consumer Duty evidence
Not an assertion that the outcome was good, the contact, the score and the compliance check, on every single interaction.
Duty of care
Vulnerable customer handling
Identification prompted live, the approved wording surfaced, and the handling recorded for the file.
Delivery
Regulated complaints handling
UK-only voice for the regulated conversation, India back office for the administration, one audit trail across both.
Live now
Secure payments on the call
Two-factor protection and automated confirmation, built to keep card data away from the handler entirely. PCI-DSS.
Reporting
Outsourced oversight, evidenced
Consolidated reporting with scheduled delivery, so your quarterly board pack starts from data rather than a data request.
Residency
Data never leaves the UK
It stays inside our ecosystem. That one sentence closes more security reviews than any feature we could build.
100%
Contacts scored
FCA
Aligned controls held
ISO 27001
Scoped to our operations
UK
Data residency
Mapped solutions
How we would build this for you
Give your board the evidence, not the assurance.
Bring us one regulated flow and your own scorecard. We will score 100% of it and show you what the sample has been missing.
Home/Sectors
Retail & e-commerce
Peak season shouldn't mean choosing between cost and experience.
AI, UK handlers and overseas overflow, working together through peak season.
ADHKI handles the routine tier-one traffic, UK handlers take the escalations that matter, and South African chat capacity absorbs the overflow on demand. One team, three sources of capacity, no renegotiation in November.
The problem we are answering“Peak season shouldn't mean choosing between cost and customer experience.”
What we do about it
Black Friday, absorbed.
Retail volume is not a curve, it is a cliff, and the customers who arrive at the top of it are the ones you most want to keep.
Where is my order, returns, delivery exceptions and refund status are high-volume, highly repetitive and perfectly suited to being resolved outright. That frees UK handlers for the escalations, the complaints and the customers whose experience is actually at risk. Chat and WhatsApp overflow flexes into offshore capacity for the weeks that need it, and back down again in January.
And when a distressed customer or a complex refund dispute needs a human, a trained UK escalations handler is the one who already knows the standard, not a queue. AI flags it in seconds. A real person, trained for exactly this, is the one who picks up.
In this sector
What that looks like in practice.
Automation
Tier-one resolved outright
Order status, returns, delivery exceptions and refunds handled end to end, at any hour, without a queue.
Handshake
UK escalation when it matters
The moment a contact needs judgement it transfers live to a UK handler with the full history already on screen.
Omnichannel
Chat and WhatsApp overflow
Web chat, WhatsApp, email and chatbot in one platform, with offshore capacity flexing in for the peak weeks.
Capacity
Seasonal flex without renegotiation
The group's 5,000+ seats sit inside the agreement already. Scale up in October, back down in January.
Identity
Brand-led teams
Ring-fenced agents trained, briefed and managed as if they were your own staff. Your customer never knows the difference.
Visibility
Peak reporting that keeps up
Consolidated dashboards across every channel, delivered on a schedule, so you can see the peak while it is happening.
60%
Working expectation on tier-one deflection
24/7
Cover through peak
5,000+
Seats to flex into
4
Channels, one platform
Mapped solutions
How we would build this for you
Prove it before peak.
Run the proof of concept on your order-status flow now, and go into peak with a month of live evidence behind the decision.
Home/Sectors
Travel & leisure
Seasonal surge and 24/7 rebooking demand capacity you don't want to carry year-round.
Follow-the-sun cover for disruption that never respects office hours.
Disruption does not respect office hours. We provide follow-the-sun cover across three continents, AI handling the routine rebooking traffic, and human handlers for the passengers whose trip has just fallen apart.
The problem we are answering“Seasonal surge and 24/7 rebooking demand capacity you don't want to carry year-round.”
What we do about it
Disruption is a capacity problem at 3am.
A cancelled flight, a closed road or a weather event turns a normal day into a week's volume in four hours.
Follow-the-sun delivery across the UK, South Africa and India means the surge is absorbed by an estate that is already awake, rather than by an out-of-hours rota you are paying for all year. AI voice answering covers overflow and the small hours, escalating anything it cannot confidently handle, and the human handlers are kept for the passengers who actually need one.
And when a stranded passenger with a genuinely complex disruption needs a human, a trained disruption specialist is the one who already knows the standard, not a queue. AI flags it in seconds. A real person, trained for exactly this, is the one who picks up.
In this sector
What that looks like in practice.
Coverage
Follow-the-sun, genuinely
Three continents and sixteen centres means 24/7 without paying UK night rates for volume that does not need a UK handler.
Capacity
Disruption surge
A weather event or cancellation wave lands on a 5,000-seat estate rather than on the twelve people rostered for nights.
Automation
Routine rebooking, automated
Booking reference lookups, itinerary changes and confirmations resolved outright, at any hour, in your brand voice.
Handshake
Human where the trip has fallen apart
The escalation transfers live, with the full history and every action already taken visible on screen.
Flex
Seasonal, not permanent
Scale for the season and back down afterwards, inside one agreement rather than four seasonal supplier onboardings.
Omnichannel
Multi-channel by default
Voice, chat, WhatsApp and email in one platform, so the third conversation knows about the first two.
24/7
Follow-the-sun cover
16
Centres, 3 continents
5,000+
Seats for disruption
4
Channels, one record
Mapped solutions
How we would build this for you
Carry the peak, not the payroll.
Tell us what your worst week looks like. We will show you how it is absorbed without carrying that capacity for the other fifty-one.
Home/Sectors
Public sector & healthcare
Citizens and patients expect consumer-brand service with none of the budget flexibility.
Consumer-brand service standards, delivered at public sector budgets.
We run emergency incident handling, NHS-aligned services and local government contact at scale, UK-delivered, accredited, and with the routine volume automated so the budget goes to the contacts that need a person.
The problem we are answering“Citizens and patients expect consumer-brand service with none of the budget flexibility.”
What we do about it
More service from the same money.
Public sector demand rises while the settlement does not. Something has to give, and it is usually the waiting time.
The answer is not fewer people, it is fewer wasted minutes. ADHKI Assist takes the hunting and the typing off the handler; ADHKI Agent resolves the routine, repetitive traffic outright; ADHKI Insights evidences the quality of both. UK delivery, NHS Digital aligned, ISO 27001 scoped, with data that never leaves the UK.
And when a vulnerable citizen or a safeguarding concern needs a human, a trained welfare-trained handler is the one who already knows the standard, not a queue. AI flags it in seconds. A real person, trained for exactly this, is the one who picks up.
In this sector
What that looks like in practice.
Critical
Emergency incident handling
A long-standing capability across the group, 24/7, escalation paths agreed in advance, and evidence attached to every contact.
Accredited
NHS-aligned services
Built and run inside the same governance as the rest of the service: NHS Digital aligned, ISO 27001 scoped, GDPR and ICO.
Volume
Local government contact
High-volume, repetitive citizen enquiry handled at consumer-brand standards, with the complex cases routed to people.
Duty of care
Accessibility and vulnerability
Identification prompted in the moment and the handling evidenced afterwards, rather than left to individual recall.
Residency
UK delivery, UK data
Nine UK centres and data that never leaves our UK ecosystem, which closes most of a public sector security review before it starts.
Value
Cost per contact, evidenced
Full-coverage scoring means the efficiency case is made with data rather than asserted in a business case.
9
UK operating centres
UK
Data residency
ISO 27001
Scoped
NHS
Digital aligned
Mapped solutions
How we would build this for you
Prove the saving before you procure it.
The proof of concept runs on your real flows at no cost. Take the evidence into the business case rather than the other way round.
Home/Technology
Platform architecture · For the technical buyer
Built in house. Not a wrapper around someone else's model.
How the technology is actually built, for the technical buyer.
Integration
What ADHKI connects to.
The agent works inside the stack you already run. It reads the account, takes the action and writes the record back, which means the integration surface is the first thing a technical evaluator should interrogate.
System of record
CRM and case management
ADPCX is our own multichannel CRM and the native environment for the agent. Where you run your own, the agent integrates against it rather than replacing it, reading the account, writing the case and closing the loop in your system of record.
- ADPCX native
- Client CRM via API integration
- Case and contact written back, not mirrored
Voice
Telephony and CCaaS
Cloud-native, multi-tenant, geo-redundant telephony with intelligent IVR and skills-based routing. 100% call recording, encrypted at rest. Where a client runs their own CCaaS platform, we integrate at the media and event layer.
- Real-time media for live transcription
- Event-level integration for routing and state
- Routing and PBX control from a web console
Service desk
Ticketing and ITSM
For ADPCX Tech Support the agent and the desk both operate inside the client's own tooling, nothing to buy, nothing to migrate.
- ServiceNow · Jira Service Management · Freshservice
- Zendesk · Halo
- Microsoft 365 · Entra ID · Intune · Active Directory · Okta
Grounding
Knowledge
The Knowledge Hub is the single source of truth an account runs on, scripts, escalation rules, opening hours, site lists and exceptions, versioned and searchable, and read directly by every part of the platform at once.
- Client documents ingested and versioned
- Update once, live on the next contact, within minutes
- Read by the agent, the assist layer and the quality layer alike
Open APIs are available for client integrations. Where a specific connector does not exist today we build it, our own engineers, shaped around a real account, rather than waiting for a vendor's roadmap.
How it is built
Proprietary models on first-party data.
Not a wrapper around a third-party LLM with a system prompt attached.
ADHKI is trained on 25 years of first-party interaction data, 2 billion real human interactions, mapped onto the scripts, process flows, escalation rules and approved wording that our own operations teams wrote and still maintain, account by account. Recordings alone are roughly a third of the picture; the scripts and flows are the other two thirds, and no vendor can buy those.
Above that sits per-step model routing: retrieval, reasoning, voice and write-up each route to whichever model handles that step best, orchestrated by our platform. Twenty projects are under way, all built by our own engineers, and the engineering team is being expanded by 400% to support it.
Deployment, at systems level
What actually happens on a handover.
The front/middle/back model described commercially elsewhere has a specific technical shape. This is what moves, and when.
| Stage | What the platform does | What the client system sees |
|---|---|---|
| Contact opens | Media stream and channel event received; caller identity resolved against the client record. | Read on the account. No write yet. |
| Verification | Verification prompts driven from the Knowledge Hub; responses captured as structured state. | Verification state written to the contact record. |
| Retrieval | Knowledge Hub queried against intent; candidate answer grounded in versioned client documents. | Read only. No inference on unversioned content. |
| Action | The agent performs the transaction in the client system via API, the same action a handler would take. | Authenticated write, attributed and logged. |
| Handover | Conversation history, verification state, intent, actions taken, offers available and compliance wording travel to the handler, mid-conversation, in either direction. | Live transfer; handler screen populated before the call connects. |
| Write-up | Summary and disposition generated and filed automatically; follow-up leg queued. | Contact record closed with structured notes. |
| Scoring | ADHKI Insights evaluates the contact against the client scorecard; result feeds ADHKI Continuum. | Score and evidence attached to the contact. |
What we are building next
Twenty projects under way. All built in house.
5 products
Live now
Agent Assist · Knowledge Hub · CX Pass · Secure Payments · Cloud Contact Platform
2 products
Rolling out
ADHKI Insights (quality platform) · seventeenE.ai
4 products
This quarter
CX Omnichannel · AI Voice Answering · Line Tester · ADPCX Tech Support
2 products
In test
Routing & PBX Control · ADHKI Agent Studio
4 products
In build
Intelligent Email · Insight & Reporting · Call Analyser · Internal automation
3 products
Next
Post Call Automation · Keyboardless Agent · Model routing per step
ADHKI Continuum is the one that matters most to a technical reader: every contact the platform handles feeds back into the model, so it improves daily rather than performing from a fixed, historical training set. How the loop works
Where this connects
Related capability
Interrogate it properly.
We will put our engineers in front of your technical team, on your integration surface, before anyone signs anything.
Home/Technology
Security & data
Data never leaves the UK.
UK data residency, backed by the certifications a due diligence team asks for.
That one sentence closes more security reviews than any feature we could build. Below it, the specifics a technical due diligence team asks for in week one, certifications with scope, encryption, access control and incident response.
Data residency
Inside our ecosystem. Inside the UK.
UK client data stays within the UK ecosystem, recordings, transcripts, knowledge content and the interaction records the platform writes back.
Our offshore centres in Cape Town, Durban and Bangalore operate under the same governance and access model, with data access controlled rather than data location moved. Where a client's regulatory position requires UK-only handling for a specific flow, that flow is delivered from our nine UK sites and scoped accordingly at service design.
Certifications
Held today, with scope stated.
A logo strip is not a security posture. These are the accreditations the group holds and what they are scoped to. The full scope statements and current certificates are available on request as part of a due diligence pack.
| Certification / framework | Status | Scope |
|---|---|---|
| ISO 27001 | Held | Information security management, scoped to group operations and platform. |
| FCA-aligned controls | Held | Regulated delivery, including FCA-authorised operating companies within the group. |
| GDPR & UK DPA | Compliant | Privacy by design across all processing; ICO registered. |
| PCI-DSS | In scope | Payment handling, Secure Payments keeps card data away from the handler entirely. |
| NHS Digital aligned | Aligned | Public sector and healthcare delivery. |
| BPESA accredited | Held | South African offshore delivery operations. |
Where a framework is aligned rather than formally certified, this page says so. We do not imply a certification we do not hold.
Controls
The questions every evaluator asks.
At rest & in transit
Encryption
Data encrypted in transit and at rest. 100% call recording encrypted at rest across the estate. Key management operated under ISO 27001 scope.
CX Pass · live now
Access control
CX Pass provides single sign-on, role-based access and central permissions across every product in the stack, so the right people see the right things, and access is removed centrally when someone leaves. Works with Entra ID and Google.
Process
Incident response
A defined incident response process with named owners, agreed severity thresholds and notification timelines set at service design rather than decided during an incident. Documented and available for review.
Architecture
Segregation and least privilege
Multi-tenant platform with client data segregated at the tenancy level. Access granted on least privilege and reviewed, with supervision available without granting record access.
AI governance
Model and data handling
Client data used for that client's service. Training on first-party group data is governed contractually and by client agreement, never assumed, and never taken by default.
Resilience
Business continuity
Sixteen centres across three continents, geo-redundant cloud telephony, and the capacity to move volume between sites. Continuity is an operational fact here, not a plan document.
Where this connects
Related capability
Start the security review early.
Most of it is already answered. Request the due diligence pack and put it in front of your information security team before the commercial conversation, not after it.
Home/Technology
Technology partners & ecosystem
A short, true list beats a long, exaggerated one.
The integrations and partnerships that are real, named and verifiable.
Everest Group and Gartner both score technology ecosystem partnerships as a named differentiator. So this page names only relationships and integration points that are real, current, and would hold up if you called the other party directly.
Start with what is ours
We build our own. Then we integrate.
Most BPOs rent their technology and can only resell what a vendor hands them, at the vendor's pace. Our telephony, CRM, quality platform and AI layer are built in house by our own engineers.
That changes what a partnership is for. We do not partner to acquire capability we lack, we partner and integrate so that the platform meets you inside the tools your business already runs.
Integration points
Where the platform meets your stack.
These are systems ADHKI and ADPCX integrate with in live delivery today. They are listed as integration points rather than as commercial partnerships, because that is precisely what they are.
ITSM
IT service management
ServiceNow · Jira Service Management · Freshservice · Zendesk · Halo, the tooling ADPCX Tech Support operates inside for Level 1 delivery.
Identity
Identity and endpoint
Microsoft 365 · Entra ID · Intune · Active Directory · Okta · Google, for service desk delivery, and for CX Pass single sign-on across our own stack.
Infrastructure
Cloud infrastructure
The platform runs on cloud infrastructure with geo-redundancy across the estate, alongside our own compute, GPU capacity racked and secured inside our own sites for the AI workload.
On accuracy
We will not list a partner we cannot evidence.
Naming a formal partnership tier that does not exist is the single easiest claim on a website to check, and the most damaging to get wrong. Where the group holds a named partner status with a technology vendor, it will appear on this page with the tier stated. Where the relationship is an integration rather than a partnership, it is listed above as an integration.
Formal partner tiers are being confirmed with each vendor and will be published here as each one is verified.
Where this connects
Related capability
Ask us what we integrate with.
If the system you depend on is not listed, tell us. Our engineers build connectors around real accounts rather than waiting for a vendor roadmap.
Home/About Us
About the Group
Who we are, and how we got here.
Content for this page is being finalised — check back shortly.
This page is being built out. In the meantime, you can meet the senior team behind the Group on the Team page.
Home/About Us
Leadership & team
Who you are actually dealing with.
The senior team behind the UK's largest privately owned CX group.
The people
Meet the Group Leadership Team.
A senior team that has spent decades building the UK's largest privately owned CX group, operators, technologists, finance leaders and brand experts, with the depth and stability to support an enterprise partnership at scale.
Baneet Kaur
Executive Director, CallCare · Group Director, CC33 · Managing Director, iCXperience
Linkedin
Baneet drives organisational management and commercial efficiency across the Group, with a strong focus on operational performance. She champions customer satisfaction, team development and continuous improvement, helping teams perform at their best while supporting the continued growth of the business.
David Freedman
Director, Confero
Linkedin
David brings an extensive background in management, sales and marketing, alongside executive experience in the contact centre outsourcing industry dating back to 1994, which led him to found Confero in 2001. An entrepreneurial and positive leader, he is driven by both personal success and client satisfaction, with a strong track record of building and growing successful companies.
Iain Banks
Group Director of Global Enterprise
Linkedin
Iain leads the Group’s enterprise growth agenda and the commercial strategy behind ADHKI, bringing more than 25 years of experience in the BPO sector, including at Ventrica. He also leads ADHKI’s proof-of-concept approach, giving clients the opportunity to see AI working on their own customer flows before making a financial commitment.
Reuben Singh
Director & CEO
Linkedin
Reuben oversees the overall strategy and growth of the iCXperience network, drawing on extensive experience in scaling customer service operations and building successful businesses. He focuses on driving sustainable growth, developing strong client partnerships and delivering leading BPO solutions across the UK.
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Senior leaders across operations, technology, finance, compliance and client relationships, supported by more than 5,000 people across three continents. Flat structure, no silos, and decision-making close to the front line.
The Network
Companies within the group.
We bring together specialist businesses, operating teams, and technology under one privately owned group.
A leading provider of outsourced customer services, delivering bespoke CX solutions.
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24/7 outsourced call answering and specialist contact centre services.
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Professional telephone answering and communication services for businesses.
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Specialist contact centre solutions providing exceptional customer support.
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Bespoke call handling, message taking, and customer service delivery.
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A boutique contact centre focused on driving sales, retention, and service.
Visit website
Multilingual omnichannel customer care and operational delivery.
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Purpose-built outbound sales floor and revenue partner, driving conversion for B2C clients.
Visit website9
Brands owned across the group
2 of 20
In the UK top BPO list
9
More businesses in acquisition
250+ yrs
Senior management tenure
Wider Strategic Portfolio
Part of our wider Strategic portfolio.
AI-driven customer experience technology designed to seamlessly integrate with human agents.
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The Group's flagship virtual PA and 24/7 telephone answering service, trusted for 25+ years.
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Specialist outsourced customer engagement and telemarketing services.
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Intelligent business process outsourcing for modern enterprise needs.
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Premium customer experience and operations tailored to your business.
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Expert telephone answering, order taking, and customer support solutions.
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FCA-authorised inbound and outbound contact centre serving blue-chip clients since 2001.
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Innovative customer journey and CRM technology platform.
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A senior team that has spent decades building the UK's largest privately owned CX group, operators, technologists, finance leaders and brand experts, with the depth and stability to support an enterprise partnership at scale.
About us
Founded in 2006.
iCXperience is a collection of regionalised BPO providers, which is what makes iCXperience the UK's largest privately owned BPO operation.
Nine brands, twelve operational centres across three continents, and more than 5,000 seats of capacity. Each brand stays true to its own heritage and customer base; the group provides the scale, the technology and the collective wisdom behind them.
Our core values.
Six words we are prepared to be measured against.
01
Agility
Able to move quickly and easily.
02
Innovation
Successfully implement a new idea.
03
Collaboration
Working as a team to produce results.
04
Transparency
Reacting with an honest approach.
05
Empowerment
Empowerment with confidence.
06
Accountability
Accountability for making decisions.
Our DNA
How we actually run.
No bureaucracy. No borrowed money. No silos. Smart, tight, agile, and one person away from running the entire group.
01
Purpose over everything
Each brand has its own purpose, story and market position, and we keep them sharp rather than flattening them into one. Every brand needs to excel at what it does.
02
Agility is our superpower
We test live. Prototype, launch, learn, then invest. Real customer demand is our only market research, and whoever responds first usually wins the work.
03
Think like owners
Flat structure, big-picture thinking, no silos. If you are in the room, you are one person away from running the group. That is not hierarchy. That is trust.
The four operating arms
Capital, operations and AI, converging.
Pillar 01
iCXperience
The aggregator. The UK's largest privately owned BPO group, founded 2006.
Pillar 02
ADP Call Centres
The operator. Twenty-five years of UK contact centre delivery, since 2000.
Pillar 03
Liberate Group
The acquirer. Strategic capital and corporate capability, the buy, integrate, optimise engine.
Pillar 04
ADHKI
The fusion. The AI × CX engineering arm, founded 2023 and built on 2bn interactions.
Workforce & talent
Fewer people. Paid more.
Our bet is that AI makes the agent worth more, not redundant. More capable, more multi-skilled and more technology-literate people, with the hunting and the typing taken off them, and every agent expected to be materially more effective in the period ahead.
The workforce model
Onshore, offshore and engineering.
Twelve centres across three continents, and a workforce mix stated plainly rather than implied.
- United Kingdom, nine centres, 1,742 employed staff. Permanently employed UK customer experience executives. UK boots, UK accents, UK accountability.
- South Africa, two centres. Cape Town and Durban. BPESA accredited, enterprise scale, premium offshore delivery.
- India, one technology hub. Bangalore. AI and platform engineering behind ADHKI and ADPCX.
- Group total, 2,628 people across every operating site, with 5,000+ seats of capacity.
Where we are investing
Growth stops being a headcount question.
Solving volume with headcount is no longer the answer. Hiring far more engineers is, and that is a genuine change in instinct for a group that has always grown by adding seats.
Recruitment
+400% engineers
A four-fold increase in software engineers being recruited, led out of Asia. These are the people who build and deploy every agent version that lands on the floor.
The new skill
Prompts & instructions
The skill that actually decides output quality. Less about coding, more about the instructions we write, and teachable across this group fast.
Infrastructure
Compute capacity
GPU capacity expanding across the estate, racked and secured inside our own sites. The building and the seats, for an operation made of microchips.
Training
Training on our own data
Mapping years of recordings onto our own scripts is the training programme, and the capability to do it is already in house.
Development, flexibility and retention
What is real today. And what we will publish next.
Gartner scores talent retention, employee experience and workforce flexibility as named criteria. Where a formal metric does not exist yet, this page says so rather than inventing one.
Career paths
Promotion from within
Nine brands across twelve sites means genuine internal mobility, and consolidation onto three platforms means an agent trained on one site can now work on another rather than starting again.
Onboarding
The ramp is getting shorter
Guidance in the moment shortens time-to-competence dramatically. Day-one agents sound like year-five agents, and training time, error rates and escalations all move together.
Development
Coaching from evidence
Team leader time spent coaching rather than sampling, pointed at the specific behaviour, with the contact attached, and tracked for whether the coaching actually changed anything.
Flexibility
Isher Pay · every day a pay day
Pay-as-you-earn instant earnings for agents. 67% of UK workers say they prefer flexible pay to monthly payroll (EY).
Employee voice
Ideas come from the floor
Nobody in a boardroom knows where the wasted minutes are, agents do. What gets built next is driven by what team leaders and agents tell us is wasting their day.
Honest gap
Retention metrics, to be published
We do not publish a group retention rate today. Rather than invent one, we are formalising the measure and will publish it here as a near-term addition.
The aim
Double the workforce. Quadruple the client base.
That gap is exactly what the technology has to close, by finding the wasted minutes, one process at a time. It is why we are still buying contact centre businesses while most of this market is selling them.
Careers
The people who evolve fastest will run what comes next.
We are hiring across engineering, operations and client services, and expanding our software engineering team by 400% to build what the floor tells us it needs.
Where we are hiring
Four areas, across twelve sites.
Roles are listed and applied for through each operating brand. Tell us where you want to work and we will point you at the right one.
Bangalore & UK
Engineering & AI
Software engineers, platform engineers and AI specialists building ADHKI and ADPCX. Twenty projects under way, all built in house, nothing here is integration work on somebody else's product.
- Platform and back-end engineering
- AI / ML engineering and model routing
- Prompt and instruction design
- QA and deployment
UK & South Africa
Operations & delivery
Team leaders, operations managers and service delivery leads across nine UK centres and two South African sites.
- Contact centre team leadership
- Service delivery management
- Quality and coaching
- Resource planning
Twelve sites
Customer experience executives
Permanently employed, not agency. Inbound, outbound, chat and specialist handling across nine brands.
- Inbound customer service and retention
- Outbound sales and conversion
- Emergency and specialist handling
- Digital and chat
London & regional
Client services & commercial
Account directors, client services managers and commercial leads working with enterprise clients on the AI transition.
- Enterprise account management
- Commercial and bid
- Transformation and consulting
- Marketing and brand
Live vacancies are published by each operating brand. For group and engineering roles, or if you are not sure which brand fits, write to us directly.
Why here
Privately owned. Flat. Moving.
01
You are one person from the top
No plc reporting cycle and no outside shareholders to convince. If you are in the room, you are one person away from running the group.
02
Twenty products, all ours
Not licensed, not resold. Engineers here ship things that go live on real client accounts within weeks, not roadmap items.
03
Growing while others sell
Two businesses acquired this year and nine more in process, in a market where most operators are heading for the door.
Talk to the people who can actually decide.
Privately owned and flat. If you are in the room, you are one person away from the people who run this group.
Home/News & Insights
News & insights
Written by named people. With titles.
Insight written and signed by the people who actually do the work.
Insights & News
Latest thoughts from our CX ecosystem.
Explore the trends, technologies, and strategies shaping the future of customer experience, directly from the minds leading our global operations.
A Customer Experience Platform Built on Operational Reality
Goda Gavenyte on ADPCX, the customer-experience platform engineered from the realities of live BPO environments, informed by a 17-company User Insight Panel.
Read article
Customer Experience is Shifting from Efficiency to Emotional Memory
Goda Gavenyte on why, in an AI-enabled world where answers are ubiquitous, tone, timing and empathy — not information — have become the real differentiator in customer experience.
Read articleWant to talk to one of them?
Every author on this page works in the operation. If a piece is relevant to a problem you have, we will put you in front of the person who wrote it.
Home/Contact
Contact
Start with a conversation. Not a procurement process.
Tell us what you're solving for, and we'll come back with the right people.
The primary route into this group is a free proof of concept on one of your own flows. The workshop is free, the journey mapping is free, and the working solution is free until you tell us it works.
Three ways in
Pick the one that matches what you need.
CX buyer
Book a proof of concept
For CX and customer service leaders. Ten weeks, five of them free, on your real flows and your real systems. Twenty enterprise places in cohort one, first come, first served.
- Free AI workshop with our transformation team
- Journey mapping on flows we already run
- A business-ready working solution, live in your workflow
- Priced only once you say it works
IT buyer
Talk to us about your Level 1 queue
For IT Directors and Heads of Service Desk. We run your Level 1 IT queue inside your existing tooling, nothing to buy, nothing to migrate.
- 7am-7pm seven days, 24/7 optional
- Inside ServiceNow, Jira SM, Freshservice, Zendesk, Halo or your own stack
- Escalation thresholds agreed at service design
- 30+ specialists across the stack
Delivery
Talk to us about delivery
For anyone consolidating vendors, reshoring volume, or looking for dedicated client-branded capacity across the UK, South Africa or India.
- 12 sites across three continents
- 5,000+ seats of flexible capacity
- One contract, one wallboard, one SLA
- ISO 27001, FCA-aligned, UK data residency
Or tell us directly
Send us the details. We’ll take it from there.
No forms to route through a general inbox, this comes straight to the team.
Group head office
Twenty One Knightsbridge.
Twenty One Knightsbridge
London SW1X 7LY
United Kingdom
ISO 27001FCA-alignedGDPR & UK DPA
PCI-DSSNHS Digital aligned
Our estate
Twelve centres, three continents.
- United Kingdom · 9 centres. London (Group HQ), Manchester (2 sites), Sheffield, Liverpool, Bradford, Swansea, Bristol, Ipswich (2 sites)
- South Africa · 2 centres. Cape Town (premium offshore), Durban (scaling delivery hub)
- India · 1 technology hub. Bangalore (ADHKI and ADPCX engineering)
If you already work with one of our nine brands, your existing account team is the fastest route in, and the contract, ISO scope and data agreement are already in place.
Twenty places. First come, first served.
If you spend over £100,000 a year with the group today, the whole proof-of-concept journey is available to you at no cost. Tell us which account and we will do the rest.