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 communication technologies and contact center optimization strategies.
-
We focus on top business drivers for customer service success:
-
Improving customer satisfaction and net promoter scores
-
AI Customer Engagement services
-
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 suite of services, including CX strategy, AI-powered customer engagement, journey mapping, quality assurance and voice of the customer (VOC) solutions, work-from-home programs, service design, CX technology enablement, employee experience alignment, strategic planning, and digital product development. Our holistic, practical approach is tailored to the unique needs of modern organizations, supporting growth at every stage and driving 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.
OUR MISSION
To deliver impactful customer experiences through innovative solutions, empowered teams, and
a strong commitment to operational excellence. Our goal is to become the most trusted partner in the industry, setting the standard for customer experience and harnessing advanced automation and integration to drive scalable success.
We optimize performance by streamlining workflows with innovative IT systems that cut costs and save time. Our tailored tech solutions enhance scalability and ensure rapid execution for lasting success.
CORE VALUES:
Client-Centric
We put our customers' success first, aligning every technology decision with their business goals and growth.
Consultative
Our approach is one of problem-solving and providing insight-driven guidance.
Reliable
We provide dependable infrastructure and solutions that client can trust to support critical operations.
Outcome-Oriented
We focus on achieving the desired end-state and exceeding expectations.
Integrity
We act with transparency, accountability, and honesty in every client interaction, always.
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 strategy, technology selection and deployment, process design, and change management.
Educating
Analyzing
We serve as featured educators and certified providers, sharing our knowledge and insights expertise through modern 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
-
AI Customer Engagement
-
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.
Contact Us for further information on how we can assist you with your needs.
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.
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. We help our clients be successful in many areas of business and technology, but most importantly we help organizations do things correctly, the first time. If you have any questions feel free to give us a call, or reach out we are always happy to help!
To learn more about our specific services or interested in learning more, please contact us today
Ready to learn more?
Contact Us
Turn every interaction into a memorable
CX journey, our team is here to help.
Send us a message to get the ball rolling.
Schedule a Consultation
Discover how prioritizing customer engagement becomes the driving force behind lasting business growth and customer loyalty.
Connection Direction makes it easy to get proposal information for all our services and solutions. Request a proposal today.