Our Focus

Clarifying The Complex So Your Business Can Act with Confidence.

Start your CX Journey with Connection Direction. Let’s talk

Trusted Experts in Communications Systems

We work with our clients to ensure the right communication systems and tools are in place to drive productivity and profitability. Connection Direction recognizes that every business has unique objectives, goals, and challenges. Our team delivers services tailored to your organization’s specific needs and streamlines operations through technology and cloud-based solutions.

At Connection Direction, we focus on helping our clients evaluate the business impact of investments

associated with communcation technologies and contact center optimization strategies.

We focus on top business drivers for customer service success:
- Improving customer satisfaction and net promoter scores
- Enhance employee experience
- Reduce costs and improve efficiency
- Increase business agility and innovation
- Ensure compliance

About Us

At Connection Direction, we help organizations transform communication systems, optimize collaboration, and continuously improve customer experience (CX), enhancing both employee satisfaction and customer service in today’s fast-paced, technology-driven world.

We offer a comprehensive range of services, including CX strategy development, journey mapping, voice of the customer programs, service design, CX technology enablement, employee experience alignment, strategic planning, and digital product development. Our holistic and practical solutions are tailored to meet the unique needs of modern organizations, providing support at every stage of growth to ensure long-term success.

Connection Direction is committed to delivering the tools and technology needed for success. Our teams provide measurable value and exceptional customer experiences, creating lasting impact for both our clients and their customers. By combining innovation with a deep understanding of business needs, we help organizations grow, adapt, and thrive in an ever-evolving digital environment.

Planning

Executing

We assess the current environment, help define the vision and actions to meet goals, and develop the roadmap to make it happen.

We provide expert delivery
in communication design, technology selection and deployment, process design, and change management.

Educating

Analyzing

We serve as featured educators and certified providers, sharing our knowledge and insights through industry publications and workshops.

We conduct original research to explore industry trends
and lend our perspective
to aid decision-making.

We help companies optimize the value of their customer experience technology and operations.

Enterprise and Contact Center Expertise

At Connection Direction, our technology advisors provide strategic guidance to ensure a seamless

migration, implementation, and install of modern solutions to optimize your operational

efficiency and productivity.

Many organizations have considered or have moved their PBX, ACD, IVR, etc. to the cloud. We help

with traditional on-prem, hybrid, and cloud solutions and can assist with the move to the cloud.

We provide services in the following areas:

Moving from traditional ACDs and PBXs, to Cloud solutions
Omni-channel and multisite routing, skills, and reporting
Unified Communications
IVR, including speech recognition and text-to-speech
Web self-service, web chat, social media, and other assisted service
Mobile apps
CTI and CRM – working together
Knowledge Management
Workflow process automation
Workforce management (WFM)
Reporting, Analytics (Speech, Text, Data, Desktop, etc.)
Performance optimization, including scorecards/dashboards
SLA Management
Quality monitoring, logging/call recording
Voice of the Customer

Whether you're planning a move to the cloud or exploring new technology systems, Connection Direction provides a proven needs analysis, a comprehensive selection process with competitive benchmarking, and deep expertise in vendor evaluation.

Customized Migration Paths

Connection Direction offers tailored migration paths crafted to address your business’s specific needs, goals, and processes. Our team’s personal approach sets us apart, as we focus on truly understanding and supporting

the achievement of your business objectives.

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Delivering Results our Clients Value

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.

We specialize 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.

To learn more about how we can assist you, please contact us today.

Ready to learn more?

Turn every interaction into a memorable

CX journey, our team is here to help.

Send us a message to get the ball rolling.

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Discover how prioritizing customer engagement becomes the driving force behind lasting business growth and customer loyalty.