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CLOUD CUSTOMER EXPERIENCE PLATFORM

Meet OneConnect.

Your Cloud-Native Contact Center

 

AI-driven, omnichannel engagement built for speed, scale, and seamless customer experiences — ready to flex no matter how fast things move.

 

Platform &
Managed Operations
Technology, configuration, and operational oversight delivered as a unified solution.
Context-Driven
Customer Journeys
Routing and workflows adapt dynamically based on customer history and intent.
Agent-First
Workspace Design
A streamlined interface that reduces tool switching and speeds up resolution.
Open Integration
Framework
Designed to connect with CRM, ticketing, identity, and enterprise data systems.

PLATFORM OVERVIEW

One Platform.
Every Channel.
Every Customer.

OneConnect brings together routing, automation, analytics, and integration capabilities within a single, unified environment that supports both CX services delivery and operational control. The platform is designed to support high-volume, regulated, and mission-critical programs where reliability and visibility are essential.

 

Voice
Live Chat
Email
SMS
Social Media
Virtual Agents
01 / 06
AI & Intelligent
Automation
Chatbots, virtual agents, and smart workflow automation resolve routine inquiries instantly with NLP precision — offloading volume while elevating every interaction.
NLP Engine Virtual Agents Workflow AI
02 / 06
Adaptive Interaction
Routing
Smart routing connects customers to the right agent at the right time — fewer transfers, faster resolutions, higher CSAT.
Skills-Based Omnichannel
03 / 06
Predictive
Analytics
Live dashboards, sentiment analysis, and behavioral insights continuously optimize service quality and agent performance.
Real-Time Sentiment AI
04 / 06
CRM
Integration
Native connectors for Salesforce, Zendesk, Dynamics, and HubSpot — giving agents full 360° customer context.
Native API 360° Context
05 / 06
Enterprise Grade
Security
End-to-end encryption, multi-factor authentication, and strict access controls protect data at every interaction point. Built for regulated industries out of the box.
SOC 2 Type II HIPAA Ready E2E Encryption
06 / 06
Workforce
Management
Dynamic scheduling, QA tools, real-time coaching, and performance tracking to build high-performing support teams.
Scheduling QA & Coaching

SECURITY & COMPLIANCE

Built For Regulated Industries – Compliant Out of the Box.

OneConnect is built with security and compliance at its core. Integrated controls, monitoring, and managed governance support secure operations in regulated environments without sacrificing cloud flexibility.

✔  HIPAA
✔  PCI DSS
✔  SOC 2
✔  End-to-End Encryption
✔  Multi-Factor Auth
✔  Role-Based Access

HOW IT WORKS

Seamless From Day One.

1
Integrate
Connect OneConnect to your existing CRM, tools, and data sources in days — not months.
2
Configure
Build custom routing rules, AI agents, and omnichannel workflows tailored to your business.
3
Deploy
Go live fast across voice, chat, email, SMS, and social with a unified agent experience.
4
Optimize
Use real-time analytics and AI insights to continuously improve performance and scale with confidence.
OneConnect · PLATFORM ARCHITECTURE
Customer Channels
Voice / IVR
Live Chat
Email
SMS / Mobile
Digital / Social
Self-Service / Bot
Routing & Automation
Intelligent Call Routing
Skills-based routing to the right agent.
AI-Powered IVR & Self-Service
Virtual agents handle routine inquiries 24/7.
Virtual Queue (Callback)
Callback option — no hold time required.
Omnichannel Orchestration
One queue across every channel.
Agent & Integration Layer
Unified Agent Desktop
Full context and CRM data in one view.
CRM & Ticketing Integration
Connects to Salesforce, Zendesk, HubSpot & more.
AI-Assisted Knowledge Base
Surfaces answers and workflows in real time.
Interaction Recording & QA
Full capture with audit trails for compliance.
Operational Visibility
Live Performance Dashboards
Live queues, activity, and SLA tracking.
Workforce Management
Dynamic scheduling and workload balancing.
CSAT & Outcome Reporting
Post-interaction surveys and trend analysis.
Client Reporting Access
Custom views for clients and stakeholders.
Foundation
Cloud Infrastructure & Security
Cloud-Native PaaS SIP / PSTN Trunking 99.99% Uptime SLA Auto-scaling
SOC 2 Type II MFA + RBAC End-to-End Encryption PCI-Aware
REST API Middleware / iPaaS Redundant Architecture
Fully managed by OneSupport engineers
Outcomes
↑
Resolution Rate
Fewer transfers, faster first-contact resolution
↓
Handle Time
Agents have full context before the conversation starts
↑
CSAT Scores
Consistent experience across every channel
↓
Operational Cost
Automation handles routine volume at scale
✓
Compliance Ready
SOC 2 audited, PCI-aware, full audit trail
∞
Infinite Scale
No artificial queue limits — cloud-native infrastructure
OneConnect is fully managed by OneSupport — configuration, updates, and platform operations handled end-to-end

CONNECT WITH OUR TEAM

Build a CX Program
That Performs

Discover how structured CX operations can improve customer satisfaction, efficiency, and service consistency.