With agents across the Philippines, Colombia, and beyond, Callnovo needed endpoint security that worked across distributed sites. Here's how we built an internal management layer on top of Bitdefender's API — and why we offer EDR to clients who need it.
Neil Fernandez has spent 35 years in customer service and 10 years at Callnovo. In this candid interview, he shares what running a BPO operations floor really involves — the 5 messaging apps, the power outages, the toilet paper on his desk, and why product knowledge matters more than perfect English.
Eileen W shares how Callnovo built a multilingual customer service operation for a visa application center in East Asia — with embassy-grade security, strict workflows, and a team serving applicants in 8+ languages.
Callnovo released a fullstack vibe-coding template built for Claude Code — 20 skills, 3 agents, and a workflow that builds production apps from prompts. Here's why a customer service company is shipping developer tools, and what it says about how we actually operate.
Reflections from Twilio Signal 2025 on the convergence of AI and communications, meeting CEO Khozema Shipchandler, and what Signal 2026 means for customer engagement.
Most "product broken" calls aren't about the product. A support agent shares real stories about alignment, emotional labor, and why repeat issues aren't the customer's fault.