Professional Services
Professional Services and CX Automation
Empowering organizations to efficiently optimize technology solutions, ensuring seamless implementation and delivery to maximum the value of their CX investments.
We work alongside you to upgrade your systems and platforms, improve operational efficiency, and maximize performance.
Enhance
Streamline
Optimize your systems, eliminate bottlenecks, and refine workflows to boost productivity and efficiency.
Work with us to seamlessly integrate advanced solutions, automate, and drive growth.
Integrate
Maximize Your Business Potential with Honed CX Professional Services. Let’s Connect!
Project Management & Delivery Across Applications
Connection Direction focuses on enhancing the efficiency and effectiveness of communication systems and contact center practice; while improving collaboration within your business units and teams. Our primary objectives include optimizing service delivery to enhance the customer experience, implementing advanced communication systems, collaboration tools, and establishing clear performance metrics to measure and ensure the success of your initiatives.
Utilize our team of on-premise to cloud migration experts to help companies set up, roll out, and optimize teams and line of business with governance, implementation, and training services that maximize ROI and user satisfaction.
As a specialized customer experienced advisory firm we achieve experience working with contact center and IP communications providers and integrators. Your business is unique, and you will require a partner that can provide the best solution, deployment services and ongoing support of your business.
Connection Direction utilizes a unique combination of services to ensure each business application achieves peak performance, scale, uptime, and the highest level of security.
Whether it's comprehensive or high-level our clients overall success is our primary focus. Below are some of our specializations and cloud expertise services we support our clients with.
Elevate IT's Role with Connection Direction Expertise
Implementing sustainable solutions that align with your business goals.
Achieving faster market delivery with reduced implementation timeframes.
Ensuring successful outcomes with deep insights into IT solutions.
Gaining comprehensive awareness of IT environment health.
Accelerating technology investments for quicker operational benefits.
Mitigating risks in modernizing legacy systems
Helping Organizations Migrate to the cloud and unlock endless possibilities for innovation, agility, and scalability.
Professional Services - Implementation Integrations - Project Management
Agent Desktop
ACD (Automatic Call Distributor)
AI Generative
AI Automation and Chatbots
Real-Time Agent Assist
CRM Salesforce, Microsoft Dynamics, Zendesk, Hubspot, Zoho
EHR Integrations (Epic, Cerner, Athena and more)
Qualtrics, Oracle, NetSuite, SAP, IBM, Slack, SugarCRM, Salesloft
BI Tools
Customer Experience Management
Customer Feedback
Survey Tools
Customer Journey Mapping
Customer Satisfaction
Loyalty Measurement
Cloud Connectivity
Cloud Voice
Dashboards
Gamification
Knowledge Management
Learning Management Systems
IVA - Intelligent Virtual Agent
IVR - Intereratice Voice Response
Cloud Connectivity
Data/Storage
eLearning
AI Predictive
Contact Center as a Service
Workforce Management
Omni-Channel
Live-Chat
MS Teams, Webex, Zoom Integrations
AWS and Google Cloud
ITSM (ServiceNow)
Data Center
Customer Feedback
Mobile Self-Service
Mobile Engagment
Omni-channel CRM
Omni-channel Desktop
Outbound Campaigns
Outsourcing
Predictive Analytics
Quality Management
Integrated Edge
Remote Agent Support
At-Home Agents
Social Media Engagment
Social Media Monitoring
SMS Analytics
MPLS
Statement of Work (SOW)
Advance Reporting
Intelligent Routing
REST APIs
Road Mapping
Speech Analytics
Unified Communications (UCaaS)
CTI (CRM Screen POP)
Speech to Text Transcription
Text Translation Services
CC and UC Training/Coaching
Machine Learning
Voice of the Customer (VOC)
Call Center Training/Coaching
PBX - IP, Cloud, Digital, Hybrid, On-Prem, Analog, Hosted
PSTN and POTs
Self-Service Automation
Schedule Adherence
Virtual Assistants and Bots
Virtual Queue Callback
24/7/365 Support
Voice Recognition
Voice Biometrics
Voice-Guided Devices
Softphones/Telecom
Voice Translation Services
VoIP (Voice over IP)
SIP Trunking
SD-WAN
WebRTC
Workforce Engagement
WFM Training
Work-from-home Audit
Communication and Call Center Services
In the heart of every successful call center lies a team trained to handle every aspect of customer interaction with unmatched skill and empathy. We provide training, workshops, and implementation services. We offer training packages for admins, supervisors, and agents instilling best practices and processes.
Understanding the importance of thorough training programs, our team is dedicated to enhancing your call center with complete training and development solutions.
By prioritizing training, we ensure your team is not only well-equipped but also excels in providing exceptional customer service.
Our Process
Designing and Planning
Analyze business goals to provide expert services in designing and planning tailored IT solutions.
Project Management
Ensure IT initiatives are executed on time, within budget, and to the highest standards through effective rigorous project management.
Implementation and Install
Achieve seamless implementation and installation. Leverage proven processes and migration, minimizing disruption to daily operations, ensuring a smooth transition.
Training
Empower teams with comprehensive, hands-on training designed to enhance proficiency and maximize the effective use of new technologies within your organization.
Support Services
Enhance system performance and reliability with proactive, ongoing support services that keep IT systems running smoothly, promptly addressing any issues and optimizing overall functionality.
We help companies optimize the value of their customer experience technology and operations.
Working with Connection Direction Is Easy.
1. Schedule A Call
We’ll talk about how to optimize your Customer Experience and elevate your Customer Engagement to meet the unique needs of your business.
2. Masters The Solution
Our team will help you learn the ropes of your solutions so you can get a holistic view of your business and take action.
3. Take It To the Next Level
Make confident decisions for your business with Connection Direction supporting you along the way.
Take Your Call Center to New Heights: Performance Optimization Strategies
In the dynamic world of customer service, call center performance optimization is key to outpacing competition and achieving unparalleled customer satisfaction.
At Connection Direction, we specialize in contact center success, providing call center performance optimization, expert guidance, comprehensive services, training, education, migrations, and staff augmentation. Our focus is on enhancing the efficiency and effectiveness of your call center.
By implementing targeted improvement strategies, we help your operation maximize productivity and exceed customer expectations. As a result, your call center will be marked as a leader in service excellence.
Frequently Asked Questions
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Support ServicesThank you for reaching out. For faster support help please reach out you us at support@connectiondirection.com and our team will contact you in 24 hours.
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Contact CenterWe usually respond in a few minutes
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Contact CenterThank you for reaching out to us! Please tell us a little more about how we can help you and our team with be in contact in the next 24 hours.
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CollaborationThank you for reaching out to us! Please tell us a little more about how we can help you and our team with be in contact in the next 24 hours.
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Schedule AppointmentHello! Thank you for reaching out to us. Please tell us a little more about how we can help you and our team with be in contact in the next 24 hours. For faster service please reach out to us directly at cx-info@connectiondirection.com. We look forward to working with you!
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Telecom and IP CommunicationsThank you for reaching out to us! Please tell us a little more about how we can help you and our team with be in contact in the next 24 hours.
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Professional ServicesWe usually respond in a few minutes Thank you for reaching out to us! Please tell us a little more about how we can help you and our team with be in contact in the next 24 hours.
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How can we assist today?Collaboration and Cloud Calling
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EducationWe usually respond in a few minutes. Please feel to reach out to our education advisory board for more information on our services and specialized education segmentation advisory. hello@connectiondirection.com
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What security measures are in place for a Cloud Contact Center?Rest assured, our Cloud Contact Center prioritizes security with rigorous compliance standards, data encryption, and consistent monitoring to protect sensitive information.
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Will my team receive training on how to use the Cloud Contact Center?Yes, Connection Direction provides comprehensive training and resources to ensure your team is skilled and comfortable with the new system from day one.
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How quickly can I see results after implementing a Cloud Contact Center?Many clients notice immediate improvements in efficiency and customer feedback, with ongoing analytics to optimize performance continually.
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Is transitioning to a Cloud Contact Center a complex process?With Connection Direction expertise, we ensure a smooth, step-by-step transition tailored to your business needs, minimizing disruption and complexity.
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Can a Cloud Contact Center integrate with my existing CRM systems?Yes! Our solutions are built to work in harmony with your existing CRM platforms, adding value without replacing the systems your team is accustomed to.
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How can a Cloud Contact Center improve customer satisfaction?By offering multi-channel support and instant access to customer histories, our Cloud Contact Center ensures personalized and efficient service for higher customer satisfaction.
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Can I expect any downtime when transitioning to Cloud Collaboration?Our expert team at Connection Direction works closely with you to plan and execute a smooth transition with minimal to no disruption, ensuring your business stays operational throughout the process.
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Are there options for scaling Cloud Collaboration solutions as my business grows?Absolutely. Our Cloud Collaboration offerings seamlessly adapt to the changing demands of your business and are scalable and flexible, allowing you to easily add or adjust services as you need.
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What kind of support can I expect after implementing Cloud Collaboration tools?Post-implementation, Connection Direction provides comprehensive support, including training, troubleshooting, and ongoing assistance to ensure your team maximizes the benefits of your Cloud Collaboration solutions.
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How do I add a new question & answer?To add a new FAQ follow these steps: 1. Manage FAQs from your site dashboard or in the Editor 2. Add a new question & answer 3. Assign your FAQ to a category 4. Save and publish. You can always come back and edit your FAQs.
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How do I edit or remove the 'Frequently Asked Questions' title?You can edit the title from the FAQ 'Settings' tab in the Editor. To remove the title from your mobile app go to the 'Site & App' tab in your Owner's app and customize.
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Can I insert an image, video, or GIF in my FAQ?Yes. To add media follow these steps: 1. Manage FAQs from your site dashboard or in the Editor 2. Create a new FAQ or edit an existing one 3. From the answer text box click on the video, image or GIF icon 4. Add media from your library and save.
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Can contact center workflows be customized for different industries?Yes, workflows are highly adaptable. For instance, healthcare can tailor workflows for appointment scheduling, while retail can focus on order processing, returns, and inventory management. Financial institutions can customize workflows to manage regulatory compliance and handle account inquiries efficiently.
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What compliance standards do cloud contact centers follow?We help protect your business by ensuring our platform meets compliance standards like GDPR, HIPAA, and PCI-DSS. This way, your data stays secure and meets industry regulations. Our compliance expertise ensures that your cloud contact center meets all industry regulations, protecting your customers and your business.
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What contact center and technologies do you specialize in?With Connection Direction our leading technologies include, automatic call distributors (ACD), interactive voice response (IVR) systems, PBX, Telecommunications, customer relationship management (CRM) systems, and workforce management tools.
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What factors should I consider when choosing a cloud contact center provider?We help you evaluate your specific needs, focusing on scalability, security, and integration capabilities. Our professional services guide you toward a solution that aligns with your business goals and customer service objectives.
Ready to learn more?
Contact Us
Schedule a consultation
Turn every interaction into a memorable CX journey. Our team is here to help you deliver customer experience excellence. Send us a message to get the ball rolling.
Discover how prioritizing customer experience becomes the driving force behind lasting business growth and customer loyalty.
Connection Direction offers a seamless migrations to cloud. Maximizing the value of your solution and vendor partnership.