Contact Center

CX Engineered for Performance, Compliance, and Scalable Growth — Powered by People and Technology

Fortuna BMC is a veteran-owned, full-service contact center and workforce solutions firm specializing in large-scale CX operations, omnichannel outreach, and mission-critical public-sector program management.

We partner with enterprise integrators and consulting firms to deliver scalable, compliant, technology-agnostic, and performance-driven CX solutions through rapid agent deployment, full lifecycle operations, and a mature QA and training ecosystem.

Core CX & Contact Center Capabilities

When you partner with Fortuna for your Contact Center needs, you unlock a competitive edge through:

Full Lifecycle CX Program Buildout

Fortuna designs, builds, and operates turnkey CX programs including:

  • Strategic planning, solution design & workflow development
  • Tech stack integration (telephony, CRM systems, QA tools)
  • Script and knowledgebase creation
  • Launch playbooks and operational blueprints
  • Hybrid, remote, or on-site workforce models

Omnichannel Contact Center Operations

Fortuna designs, builds, and operates turnkey CX programs including:

  • Inbound & outbound voice
  • Email, SMS, chat, web support
  • Case management & intake
  • Specialist transfers & escalations
  • Real-time floor support & supervisor coaching
  • Omnichannel Contact Center Operations

Outreach & Enrollment Programs

Fortuna deploys outreach talent similar to high-performing inside sales environments:

  • Enrollment agents
  • Lead conversion and follow-up
  • Eligibility & benefits engagement
  • Public program participation campaigns
  • High-touch member/patient outreach

Workforce Scaling (Rapid Build)

Fortuna designs, builds, and operates turnkey CX programs including:

  • Scale teams from 10 to 300+ within weeks
  • Proven rapid-response surge capacity (documented across statewide programs)
  • Structured recruiting pipelines for healthcare, government, CX, and IT
  • Veteran-led talent operations and performance discipline

Training, QA, & Continuous Improvement

Fortuna is recognized for strong QA discipline, including:

  • Standardized QA scorecards and calibration
  • Daily/weekly trend analysis
  • Rapid Turnaround Training (24-hour correction cycles)
  • Coaching models for supervisors & agents
  • Performance dashboards & analytic

Operational Management & Governance

Fortuna designs, builds, and operates turnkey CX programs including:

  • KPI & SLA management
  • Executive reporting
  • Compliance frameworks (HIPAA, PHI/PII, state & federal requirements)
  • Dedicated Program Managers
  • Risk management and performance recovery plans

PAST PERFORMANCE

Relevant to CX Program

Medi-Cal DBO & Gainwell Technologies (Active Program)

Fortuna provides staffing, outreach agents, and specialized support for the Medi-Cal DBO (Dental Business Operations) and Contact Center programs.

Key Achievements:

  • Standardized QA scorecards and calibration
  • Daily/weekly trend analysis
  • Rapid Turnaround Training (24-hour correction cycles)
  • Coaching models for supervisors & agents
  • Performance dashboards & analytic

COVID-19 Statewide CX Programs

  • NY State Department of Health: Deployed trained agents for testing, symptoms, & clinical outreach
  • Texas DSHS: 300+ agents for statewide vaccine scheduling, one of the largest efforts in the U.S.
  • California DHCS: Built a 300+ seat crisis response center in under two months (end-to-end buildout and staffing)

Public Health & Social Services Programs

  • Statewide benefits enrollment outreach
  • Eligibility and case management support
  • Crisis support and community resources navigation

Enterprise Support Programs

  • Corporate BPO support
  • Customer success operations
  • Enterprise-level service and helpdesk operations

VALUE PREPOSITION

A Scalable, Trusted CX Delivery Partner

Fortuna is a veteran-led, enterprise-grade CX partner delivering scalable, compliant, and high-performance solutions for government and complex operational environments.

Fortuna consistently launches and scales teams of 50–300+ in compressed timelines, with process discipline proven in state-level operations.

Our teams execute with consistency, structure, and reliability—reinforced by a veteran-led leadership culture.
Accenture can outsource full or partial components of CX programs to Fortuna, including staffing, training, QA, analytics, and operations management.

Our track record spans:

Public Health, Eligibility/Benefits, Crisis Response, Complex Regulatory Environments (HIPAA, State Policies), High-Compliance Workforce environments

Fortuna is technology-agnostic and integrates seamlessly into Accenture client systems and CRMs. We can build out technology based on requirements or needs assessments as we offer full business consulting and project management in house.

We excel in high-volume, accuracy-sensitive programs requiring:

Fast Execution, Strong Compliance, Measurable Service Levels, Clear Recovery Plans, Continuous Improvement Cycles

Fortuna can serve as:

A Surge Partner, Capacity Extension, Specialized Provider for Regulated Service Lines, Stable Back-Office or CX Operational Vendor

Why Fortuna?

Proven track record with state-level, high-visibility programs

Demonstrated ability to launch large teams rapidly

Strong QA and training ecosystems

Veteran-led leadership with mission-driven accountability

Flexible, composable CX operations that fit Accenture’s delivery model

Scalable, repeatable, tech-integrated operations

Competitive pricing and low administrative overhead

High alignment with Accenture’s public-sector, health, and enterprise CX portfolios

Certifications & Identifiers:

DVBE – CA VBE – OH SDVOB – NY

Veteran-Owned | CAGE: 761D5 | UEI: NQLLGR6JHN17 | DUNS: 05-992-0182 | DVBE Ref Number: 1785679

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