Orbit — 365 × CDM

◆ The platform

A single platform for the whole operation.

Built for a modern assistance BPO — explore the capabilities we're building toward.

🛰️ Command Centre Live oversight

One screen for live case volumes, provider availability, SLA compliance, guardrail coverage and system health — refreshed in real time.

🗂️ Case Management Queue at scale

Filter, tag, triage and track every case — with AI and human agents working the same queue, confidence scores visible on each.

⏱️ SLA Monitor Client accountability

Live service-level tracking per client and campaign, with breach attribution down to the case and the agent — proof of performance.

🔀 Flow Builder No-code design

Design client-specific case journeys visually — set exactly how much each step is AI-assisted, with guardrails enforced throughout.

🧩 Action Library Full case lifecycle

Purpose-built building blocks — entitlement checks, dispatch, photo capture, sub-jobs, invoicing, NPS — across discover → execute → verify → settle.

🚗 Vehicle Intelligence In-context

Live NEVDIS + RedBook lookups from a rego or VIN in seconds — no swivel-chair between systems mid-call.

🔋 Decision Support Vertical tooling

Scored, ranked recommendations (e.g. battery fitment) surfaced to the agent — faster, more accurate, fewer errors.

🎨

Important — these are concepts, not the finished product

The final UI and customer/agent experience is still in active development. What you're seeing here represents the concepts and capabilities we're building toward — not the finished screens. As we progress, we will shape the final experience together with call-centre feedback and 365's operational experience, so the platform reflects how your people actually work. This is Orbit taking shape — with your input built into it.

◆ People at the centre

The human in the loop isn't optional — it's the design.

AI takes on the repetitive, high-volume work. That doesn't remove your people — it elevates them. The role shifts from doing every task by hand to conducting the operation: monitoring the AI, stepping in on the exceptions, and orchestrating the whole flow. Your agents become the conductors — and conductors are more valuable, not less.

Today · doing

Manually handling every routine step
Repetitive data entry & lookups
Chasing information across systems
Volume-limited by headcount & handle time

➜

Tomorrow · conducting

Monitoring — overseeing AI-handled cases in real time
Escalation — owning the moments that need judgement & empathy
Orchestration — directing the AI enablers, not competing with them
Higher-value work, better outcomes, room to scale

🎼 The AI does the doing. Your people do the conducting.

◆ Trust by design

Security & compliance, front of mind.

We're protecting CDM's people and operation with the same rigour we protect our clients' and customers' data. One standard, applied to everyone.

🔒

Data protected end-to-end

Customer and client data is secured in transit and at rest, on enterprise-grade AWS infrastructure — with access controlled and audited.

🛡️

Guardrails on every flow

Orbit enforces guardrails across every workflow — blocking, warning and logging — so the AI always operates inside agreed, safe boundaries.

🧾

Full auditability

Every action — AI or human — is traceable. Complete visibility for compliance, client assurance, and continuous improvement.

👥

Protecting CDM's people

Clear governance around what AI can and can't do protects your agents too — no one is exposed to decisions the system should never make alone.

🌐

Access & identity controlled

Role-based access (Auth0), least-privilege by default — the right people see the right data, and nothing more.

📋

Compliance-ready

Built to meet the data-handling and privacy obligations our clients and regulators expect — a standard we extend to our partners. [specific frameworks — to confirm]

365 × CDM

This is Orbit.