Cloud Contact Center Platform
Meet OneConnect
Purpose-built for enterprise CX operations. Intelligent routing, omnichannel engagement, real-time analytics, and AI-powered automation, all in one managed platform designed to run at scale.
Enterprise telephony with intelligent IVR, skills-based routing, and multi-site failover built in.
Chat, email, and SMS unified under one interaction framework with full context preservation.
Conversational AI, agent assist, and workflow automation that reduce handle time and cost.
Live dashboards, KPI wallboards, and historical reporting across every channel and queue.
One platform.
Every channel.
Every conversation.
OneConnect powers every interaction from first contact to resolution. Intelligent routing matches customers to the right resource in milliseconds. Unified dashboards give supervisors complete visibility. And deep integrations with CRM, ticketing, and workforce tools mean the platform fits inside existing operations, not the other way around.
Everything the modern contact center requires
OneConnect delivers enterprise contact center capabilities as a fully managed cloud platform - purpose-built to support high-volume, complex, and regulated CX environments.
Intelligent Routing and Voice Infrastructure
Enterprise-grade telephony with skills-based and AI-assisted routing, IVR, inbound/outbound campaign management, and multi-site redundancy built in.
Unified Digital Channel Management
Chat, email, and SMS managed through a single agent desktop with full interaction history, context preservation, and channel-level SLA monitoring across every queue.
Operational Visibility and Performance Reporting
Real-time supervisor dashboards, historical reporting, speech and interaction analytics, and configurable KPI wallboards that give operations teams full program visibility.
Conversational AI and Agent Assist
AI-powered virtual agents handle routine inquiries autonomously. Agent assist surfaces real-time guidance, knowledge articles, and next-best-action recommendations during live interactions.
Virtual Agent
Resolves routine inquiries end to end, 24/7, with escalation to a live agent when intent calls for it.
Agent Assist
Real-time guidance and knowledge articles surfaced in the agent desktop mid-interaction.
Intent Detection
Reads the reason for contact on the first utterance and routes on it, not on menu depth.
Workflow Automation
Triggers downstream actions in CRM and ticketing so after-call work handles itself.
AI that supports agents, not one that replaces them
Every automation in a OneConnect deployment is designed alongside the people running the program. Virtual agents and assist tools take on repeatable work; agents keep judgment calls, escalations, and anything a customer needs a person for. We build and test each workflow with the operations team before it goes live, so automation fits how the floor actually works rather than replacing it.
Download the AI Case Study →
It fits inside the stack you already run
CRM, ticketing, and workforce tools connect through supported integrations and a documented REST API, so interaction data lands where your teams already work. No parallel system of record.
You run the program. We run the platform.
OneConnect is not software you are handed and left to administer. OneSupport engineers own the build, the integrations, the tuning, and the uptime — so your operations leaders spend their time on queues and outcomes, not on releases and telephony tickets.
Live in under 90 days
Migration runs in parallel with your current environment. Nothing cuts over until routing, integrations, and agent readiness have been proven against live volume.
Discovery
Queue inventory, routing logic, integration surface, and compliance requirements documented against your current environment.
Deliverable — Migration planBuild
Telephony, IVR flows, skills and routing rules, and CRM integrations configured in a parallel environment.
Deliverable — Configured tenantPilot
A single queue runs live on OneConnect. Agent desktop training, QA calibration, and reporting validation happen here.
Deliverable — Proven queueCutover
Remaining channels and queues migrate in staged waves with rollback available at every wave, then handoff to managed operations.
Deliverable — Full productionBefore you book the demo
Still deciding whether OneConnect fits your environment? Our team will walk through your current stack, routing logic, and compliance requirements before you commit to anything, and lay out exactly what migration would look like for your queues.
Do we have to replace our CRM or ticketing system?
No. OneConnect integrates with Salesforce, Zendesk, ServiceNow, HubSpot and others through supported connectors and a documented REST API. Your system of record stays where it is.
Can we migrate one queue at a time?
Yes. Implementation runs a single pilot queue live on OneConnect before anything else moves, then migrates remaining channels in staged waves with rollback available at each wave.
Who administers the platform day to day?
OneSupport engineers do. Configuration changes, routing updates, IVR flows, integrations, and monitoring against the 99.99% uptime SLA are part of the managed service, not your team's backlog.
How does the platform handle regulated environments?
The platform is SOC 2 Type II audited, HIPAA-aligned, and PCI-aware, with MFA and role-based access control, end-to-end encryption, and full interaction capture with audit trails.
Can agents work remotely?
Yes. The agent desktop is browser-based and the infrastructure is cloud-native, so distributed and hybrid teams operate on the same queues, routing, and reporting as on-site staff.
Let's show you the platform
Schedule a live demo of OneConnect. We'll walk through your current environment, show you how the platform maps to your operations, and put together a proof of concept - no pitch deck required.
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