The Viatel Tech Behind Otonomee, a World First, Fully Remote BPO

The Tech Beneath Remote-First, World-Class Support: Otonomee’s global, remote team delivers exceptional sales and customer service powered by Viatel’s secure and reliable technology solutions.

Viatel’s comprehensive solutions, including connectivity (DIA), colocation, voice and security provide the robust foundation enables Otonomee to provide exceptional support to clients in demanding sectors like e-commerce, health tech and SaaS.

Flexibility, agility, responsiveness: Otonomee values Viatel’s responsive service and reliable solutions, which allow them to focus on their core mission: delivering outstanding customer experiences without technology limitations.

Otonomee: company background

Otonomee , founded in 2020, is redefining business process outsourcing (BPO). As a geographically friendly (aka fully remote) company, they provide top-tier sales and customer support solutions to partners in ecommerce, health tech, and SaaS. Their distributed team of 350 employees across Ireland, Portugal, the US and soon to be in Japan, enjoys the flexibility of working from home, resulting in higher wellbeing, retention, and performance.  

Partnership with Viatel Technology Group

Rafal Rzakowski, Chief Technology Officer, identifies Viatel Technology Group (Viatel) as a trusted connectivity and digital services partner, playing a critical role in supporting scaling business operations. Otonomee leverages Viatel’s solutions, including Direct Internet Access (DIA), colocation and cybersecurity to deliver its own CX digital services. Working with Viatel ensures the stability and reliability essential for delivering exceptional support to partner companies 

Viatel is our connectivity partner of choice. On the Voice & UC side, we have toll free and non-geographic numbers with Viatel which are hugely important to the nature of our business.

As a fully remote company, Viatel colocation services serve as our infrastructural backbone, with points of presence and robust backup systems housed in their Dublin data centres. Viatel solutions underpin the CX digital services we provide to our customers and, essentially, a fully stable, reliable operation.

Solutions: 

  • DIA (Direct Internet Access) 
  • Colocation 
  • Non-geographic and toll-free numbers 
  • Cybersecurity services eg penetration tests 

Proven track record

Having previously partnered with Viatel during his time at Voxpro and TELUS International and established a proven track record over an extended period of time, Rafal was confident in bringing Viatel on board when he joined Otonomee in 2021.

Scaling rapidly for success

As Otonomee grows, scalability becomes paramount. Viatel’s responsiveness and adaptability align perfectly with Otonomee’s dynamic business model. The company offers their customers huge flexibility, adapting their delivery model in response to seasonal or product driven demands. This makes a flexible and responsive technology partner a business necessity. Rafal says,  

We are just four years old. We are still in start-up mode, but we are growing and as we scale rapidly, we know Viatel can move with us. Viatel is responsive and flexible and quick to deploy. We know Viatel can keep pace with us and, most importantly, with our customers. 

Security first

As for any company, cybersecurity is top of mind for Otonomee who deliver PCI compliant payment solutions as one of their many services. Integrating with customers’ core systems imposes a particular focus on the integrity and security of Otonomee’s systems. Rafal notes that,  

Our partner companies may have specific security requirements like regular penetration testing or vulnerability scanning. The growth in Viatel’s range of solutions in recent years mean they are ready and waiting to provide those services as we need them.

Futureproofing and service

Otonomee regularly collaborates with Viatel’s expert solutions architects about the technology required to underpin their scaling business. However, Rafal says,  

In fact, usually, we don’t speak! The Viatel team is exceptional. We know that support is always there when we need it, but the truth is, we rarely do.

True partnership

Eimear Nealon, Enterprise Team Leader with Viatel Technology Group is enthusiastic about working with Otonomee. 

It is incredibly exciting to work with a groundbreaking company like Otonomee that is shaking up an industry and changing how the world works. Both of our businesses combine the best of people and technology to support customers as they succeed and scale. Our companies have a lot in common and working together, we look forward to achieving our mutual global growth ambitions. 

Otonomee’s trailblazing approach, coupled with Viatel’s cutting-edge solutions, demonstrates the power of collaboration in driving innovation and transformative growth in today’s business landscape. Learn more about both companies, including how to reach us, below.

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Learn more about Otonomee 

Founded in 2020, in the grips of the pandemic by husband-and-wife team Aidan and Hilary O’Shea, Otonomee is a fully remote business process outsourcing (BPO) company. Otonomee’s growing workforce of 350 geographically diverse team members are located across Ireland, Portugal, the US, and soon to be Japan. Otonomee, a B Corp certified company, provides top-tier sales and customer support solutions to businesses in various sectors, including e-commerce, health tech, and SaaS. If enhancing customer satisfaction and support through outsourcing is on your mind, reach out to Otonomee on +353 (0) 21 701 1000 or info@otonomee.com  

 

Learn more about Viatel Technology Group

Viatel Technology Group specialises in cybersecurity and resilience, cloud transformation, secure connectivity networks, business communications and IT services. With over 26 years’ experience, Viatel Technology Group is an expert Microsoft Solutions Partner, a Deloitte Best Managed Company and the Guaranteed Irish Technology Company of the Year. Since 2020, nine strategic acquisitions and internally developed capabilities have transformed Viatel into a leading-edge digital technology and cybersecurity partner empowering thousands of Irish and multinational customers. Viatel Technology Group employs over 300 expert staff in Dublin, Limerick, Dundalk, and the UK. To discover how Viatel can give your company the competitive edge, email us at hello@viatel.com