Sold by: Direct InteractionsÂ
Supporting your organization with an extremely cost-effective, flexible and reliable call center staffing model. Experience across the public sector including local, state and federal government agencies with a mission to create jobs for Americans with disabilities.
Overview
Empowering Customer Service with AI-Driven, Human-Centered Support
Direct Interactions is a leading, customer-obsessed contact center specializing in remote, U.S.-based customer service solutions. Founded in 2007 to create employment opportunities for Americans with disabilities, we now operate with a diverse team of approximately 1,000 agents across 48 states, including veterans, military spouses, caregivers, and individuals from underserved communities.
Our cloud-based contact center solutions deliver exceptional steady-state, emergency, and crisis response services for enterprises, nonprofits, and government agencies. Clients include the American Red Cross, United Way/211s, insurance companies, and federal, state, and local government agencies. We partner with State Departments of Health and Labor and collaborate with State Vocational Rehabilitation Services to enhance workforce participation for marginalized populations.
We leverage AI-powered analytics and a performance-driven quality framework to enhance customer service excellence. Our business visualization tools provide centralized dashboards for real-time monitoring of key service metrics, ensuring efficiency and responsiveness. Our cloud-based omnichannel platform enables seamless customer engagement across multiple communication channels, improving satisfaction and brand loyalty.
At Direct Interactions, we cultivate a culture of empathy and service. We hire Americans who "have been through it" to support Americans who are "going through it," creating genuine human connections in every interaction.
Explore how Direct Interactions can elevate your customer service experience with AI-enhanced, human-driven solutions.
Highlights
- Extremely flexible, cost-effective model
- Rapid surge capability
- Public and private sector experience including local, state and federal
Details
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Delivery method
Deployed on AWS
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Pricing
Custom pricing options
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Support
Vendor support
RFPteam@directinteractions.com 833-972-4162 https://directinteractions.com/contact-us/Â
Direct Interactions is dedicated to enhancing customer experience through cutting-edge technology, rigorous quality standards, and unparalleled customer service. Our core mission is to deliver outstanding call center services that truly transform people's lives.
Direct Interactions will assemble a team to meet your training, reporting, and quality control needs. We will provide management oversight and provide 24/7/365 support. Our executive management team is always available for client communications.
Supported by our online learning management system (LMS), Direct Interactions’ training team facilitates swift knowledge transfer for new hires, complete with reporting and accountability tailored to our remote setup.
Direct Interactions utilizes a robust and systematic quality assurance processes. Our established protocols closely monitor agent productivity, allowing our Quality Assurance team to promptly identify areas for improvement.
Direct Interactions will provide your personnel with full access to all reports and features of the Amazon Connect phone system. To illustrate a more robust and granular picture, Direct Interactions will employ our Power BI tool. Power BI is packed with data from Amazon Connect and multiple additional data sources to give a broad overview of our client relationships through reports, dashboards, and visuals.
Direct Interactions operates an internal help desk team of 5 technical analysts led by our IT Manager & Security Officer with management oversight provided by our CEO. . We utilize premier cloud technology solutions and process automation to enable rapid deployment and scalability of hundreds of call center representatives. We persistently seek inventive solutions to enrich our services, ensuring we remain at the forefront of the industry.