Our Services
Overview of Services
Technology is evolving at an extraordinary pace, offering opportunities for organizations to grow, improve, and thrive.
We help your team prepare and seize them.
Enhance systems and streamline workflows, improving customer engagements and performance.
Elevate
Unify a cohesive and unified experience for users facilitating more efficient interactions and data exchange.
Integrate
Optimize
Helping clients optimize and improve communications systems to maximize effectiveness and drive ROI.
Enhance Your Customer Experience Journey with Connection Direction. Let's Talk!
Trusted Experts in Communications Systems
We work with our clients to ensure the correct communication systems and contact center tools are utilized to maximize productivity and profits. Connection Direction recognizes your business has unique objectives, goals, and challenges. From transforming customer experiences with our design to streamlining operations through Cloud Solutions, we ensure your business thrives in the age of the customer.
At Connection Direction, we help our clients evaluate the business impact of investments associated with collaboration technologies and contact center optimization strategies.
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We focus on top business drivers for customer service success:
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Improving customer satisfaction and net promoter scores
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Enhance employee experience
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Reduce costs and improve efficiency
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Increase business agility and innovation
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Ensure compliance
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Our team specializes in supporting our clients and helping their business grow. Technology and other tools are the vehicles we use to do it. Explore our services further to learn how we can help transform your business.
Implementation
Solutions should propel your business forward — not slow it down.
We work closely with your teams to implement solutions to grow your business and improve customer engagements. To ensure functionality and efficiency, we can help match you with correct teams and solutions we’ve built and then we help train you on how to best utilize the solutions.
We walk with you every step of the journey making sure your team feels confident and empowered to take action in your organization.
Optimization
Whether you're new or seasoned, you should get the most out of your solutions.
Our team will help you evaluate your current platform and process with your objectives, goals, and challenges at the forefront.
We then ensure and enhance feature functionalities to streamline and automate processes in both Front Office and Back Office operations; maintaining the integrity of your platforms. Connection Direction helps organizations optimize, elevate, and orchestrates the experiences of customers and agents by empowering your workforce with AI and transforming communication systems and contact center to deliver customer experience excellence.
Ongoing Support
We take our responsibility as experts seriously. We don't implement these solutions and then let you go at it alone.
At Connection Direction we specialize in helping our clients' organization grow by delivering CX excellence. We provide on-going support services during and after you’ve completed implementation and training, supporting our clients to ensure project and adoption phases are successful. Post go-live, we offer comprehensive support services to resolve technical issues, act as an escalation point, assist with MACDs, provide on-demand consulting, troubleshoot administrative challenges, prepare your organization for solution updates, facilitate training workshops, offer Day 2 support, and more
Overview of Professional Services
Our Services
Talk with our team of Communication, Collaboration, and Customer Experience experts:
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Enterprise and SMB
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Communication Systems Assessment
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RFP/RFI Development
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Vendor Selection Management
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Implementation and Timelines
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Onboarding
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Training
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Coaching
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Project Management
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Contact Center and Technology Support
Let our experts help guide your business to improve customer experience and strengthen business results.
At Connection Direction, we help organizations, clients, and customers deliver an unparalleled customer experience.
As a cloud-first communication systems provider, we are dedicated to delivering continuous education and business improvement strategies to ensure our clients' success.
We holistically assess, tailor-fit, and deliver services and correct solutions that fulfill our clients unique needs and vision.
Helping our clients improve Communication Systems, Telecom, and Collaboration to ensure customer experience excellence.
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Our team specializes in Enterprise Communication Systems, Contact Center, Telecom, Collaboration and Workforce Engagement.
Our customer-focused approach is designed to understand, support, and bring your organization's vision to life. We help provide services that align with our clients specific goals, ensuring a personalized and successful experience.
Client Discovery is a vital component we emphasize to allow for a successful deployment. During our In-depth discovery process, we help to uncover and identify your key operational processes and specific business requirements to deliver the first-rate results customers have come to expect.
Harnessing AI for CX is revolutionizing the way businesses manage customer interactions.
At Connection Direction, we assist you in developing AI-powered customer experience (CX) products, crafting a personalized AI roadmap, and guiding you through each phase of the process. Our approach enhances your CX by optimizing your capabilities with strategies such as data enrichment, gap analysis, personalized experience design.
We help you identify possibilities beyond the hype and show you the latest advancements in AI for customer experience. From generative conversational tools to performance analytics and real-time coaching, these features are reshaping how business connect with their customers.
Learn how our team helps cut through the AI tape to help you utilize AI to your advantage and optimize your customer experience with a tailored approach. Equipping you with Advanced Reporting, Meta Data Enrichment, CX Automation, ML, NLP, Analytics, and Self-Service tools.
Organizations leverage our technology deployment services to empower your business and drive a seamless transformation. Our proven methodology guides you from planning through post-sales, covering implementation and beyond. We ensure success in both project delivery and adoption, providing continuous engagement and acting as a point of escalation for any client issues.
At Connection Direction, we have honed our implementation and deployment process to ensure a seamless end-to-end experience, and customized adoption to maximize functionality of your solutions and platforms.
Our technology advisors provide strategic guidance to ensure seamless migration, implementation, and replacement of your cloud solutions to optimize your operational efficiency and productivity
Our team is dedicated to guiding you through the transformation journey, ensuring optimal business outcomes with a delivery process tailored to your unique needs, timeline, and resources.
Connection Direction's Business Process Improvement (BPI) is a specialized service we provide for our clients, incorporating modern methodologies and practices to help leaders and organizations thoroughly analyze their procedures and understand improvement areas.
Why are your customer’s contacting you (reason code) and what is the process for resolution? During the contact center current state discovery, Connection Direction will identify key business process (within and outside the contact center) improvements that need to be addressed in the future state requirements.
We help identify opportunities to enhance accuracy, effectiveness, and efficiency, for our clients to improve processes, achieve immediate and long term goals.
During our BPI process we also manage critical aspects of the technology selection process, including RFI development, financial analysis (ROI/TCO), labor strategy (BPO), operations modelings, and more
Maintaining a competitive edge and ensuring customer satisfaction are essential in today’s business environment. At the forefront of organizational success lies customer interactions, customer experience, and customer success as they are pivotal in shaping the overall brand image and building lasting customer relationships.
Modern solutions and platforms can be complex, confusing, and costly to evaluate.
At Connection Direction, we help our clients with vendor management, sourcing, technology education, and cloud delivery.
Our comprehensive services suite is meticulously designed to empower businesses to navigate the dynamic demands of customer engagement with confidence and excellence.
Connection Direction brings extensive experience working with the leading vendors across a diverse industries and clients of all sizes. Our Select partnerships and in-depth market expertise allows us to ensure our clients get the maximum value from solutions and platforms.
Using the requirements and RFP documents, we will leverage our industry expertise to identify the top potential vendors, evaluating their capabilities, services, and pricing. We will consider your specific needs and use cases, coordinating demos to fit your schedule. After each demo, we will assist in ranking the vendors to help you select the optimal solution.
We deliver results our clients value. Honest, straight forward client experience. Every Time.
Save Time and Frustration
Focus your Resources on High-Value Activities for Better Results
CX Insights
Our Insights and Expertise Help Illustrate the Full Picture to Allow for Your Successful Deployment
Maximize Your CX Investments
Optimize Process and Adopt Best Practice to Achieve Results and Maximize Your Return on Investment
Cloud Optimization
Leverage Our Cloud Optimization Services for Enhanced Performance and Cost Efficiency
Trusted Partners In CX Success
We help companies optimize the value of their customer experience technology and operations.
Empowering Our Clients to Harness the Promise of Technology
Unified Data Security
Cloud
Optimization
Network
Productivity
Helping Organizations. Connecting People. Aligning Systems with Operations Execution.
CX Maturity and Future State Analysis
As the customer experience landscape shifts, the need to invest in value-added partners and processes becomes increasingly crucial. Our team supports clients by implementing expert processes and solutions that ensures operational excellence. By integrating these partners and processes, we transform communication systems and contact centers into strategic assets. We are dedicated to helping our clients fully harness this potential.
Connection Direction offers a wide range of innovative services, tools, and solutions to help our customers address issues correctly, effectively, and securely while ensuring operational execution.
Ask us how we help our clients deliver CX excellence.
Collaboration and Cloud Contact Center - FAQs
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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.
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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.
-
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.
-
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!
-
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.
-
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
-
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.
-
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.
-
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.
-
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.
-
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.
-
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.
-
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.
-
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.
-
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.
-
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.
-
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.
-
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.
-
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.
At Connection Direction our clients rely on us for expert guidance in communication technologies and the infrastructure that supports them, ensuring the best people, process, tools, and technology.
Our team specializes in designing, implementing, and managing agile, secure digital platforms that enable customers to transform their businesses at a smart pace and innovate the way they interact with their customers, members, and employees. If you are planning on moving to the cloud, Connection Direction provides a proven needs analysis, a selection process including benchmarking to competing products. And a deep network for vendor experience ranking.
To discover more about how we help our clients and organizations, please contact us today.
Delivering Results for out Customers
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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.
Request a Proposal
Connection Direction offers a seamless migrations to cloud. Maximizing the value of your solution and vendor partnership.