Human Intelligence Meets
Smart Technology
At One Eleven Communication, we believe every customer interaction holds untapped value. By combining human expertise with AI-powered intelligence, we transform contact centers into strategic engines that drive measurable business outcomes. From increasing revenue and loyalty to protecting brand reputation and optimizing operational efficiency, our innovations ensure that technology amplifies human performance rather than replacing it.
Our approach integrates intelligent automation, structured operational frameworks, and real-time analytics into client operations, creating experiences that are seamless for customers and empowering for agents. The result is a contact center where every conversation contributes to tangible business impact.
Contact Center Technology & Innovation Experts
Our in-house teams of Systems Innovation, Business Innovation, and Analytics specialists bring deep expertise in designing, implementing, and optimizing modern contact center platforms. We do more than deploy technology — we tailor every solution to your strategic objectives, ensuring that CX programs are transparent, efficient, and consistently high-performing.
Key differentiators of our innovation approach include:
- Integration of human and AI capabilities to enhance decision-making and agent performance
- Customization of leading CCaaS, CRM, and analytics platforms to match business goals
- Structured workflows and operational frameworks for governance, compliance, and scalability
- Real-time dashboards and reporting to monitor performance and outcomes
- Our methodology ensures that each program delivers measurable value, increases agent confidence, and improves customer satisfaction without compromising the human connection.
Technology & Automation
We implement, integrate, and customize the world’s leading CX tools, including CRM, CCaaS, CSAT, and analytics platforms, with a focus on operational efficiency and customer-first outcomes.
Delivered capabilities include:
- Omnichannel orchestration across voice, chat, email, and messaging platforms
- Real-time agent assist and AI-guided workflows
- Automated quality assurance and compliance monitoring
- Intelligent self-service tools for deflection and workflow automation
- Integrated performance dashboards and operational analytics
- Predictive and intent-based routing to optimize contact assignment
Business Impact:
Our approach ensures that your sales team consistently engages the right prospects, at the right time, with the right messaging. By blending human expertise with intelligent automation, we reduce cycle times, enhance first-contact resolution, and increase meaningful client engagements.
AI in the Contact Center
Our AI-powered contact center solutions provide full-spectrum intelligence to empower agents, optimize operations, and improve customer experiences. We focus on actionable insights, real-time guidance, and automated capabilities that elevate FCR, reduce AHT, and lift CSAT/NPS without sacrificing human empathy.
Flagship capabilities include:
- Real-time AI agent guidance & next-best-action recommendations to support decision-making and enhance first-contact resolution
- Predictive and intent-based routing to connect customers with the right resource at the right time
- Automated QA & 100% compliance monitoring for consistent, risk-free operations
- Conversational, sentiment, and emotion AI to detect intent, frustration, and opportunity during live interactions
- Real-time performance and behavioral insight dashboards for supervisors and managers
- Intelligent self-service & deflection engines to reduce repeat contacts and handle surges efficiently
- Workflow automation and process orchestration to streamline repetitive tasks
- Analytics-driven coaching and performance nudges to continuously improve agent behavior and outcomes
Business Impact:
By embedding AI into agent workflows, we help organizations achieve faster resolution, improved operational efficiency, more satisfied agents, and stronger customer loyalty, all while maintaining a human touch.
CRM & Knowledge Base
Implementation
Accurate, easily accessible information is the foundation for effective customer engagement and AI success. We design, implement, and optimize CRM systems and knowledge bases that empower agents to deliver precise, consistent, and timely responses.
Delivered capabilities include:
- Custom CRM configuration aligned to business goals and workflows
- Knowledge base design, integration, and optimization for rapid agent access
- AI-assisted content suggestions to support real-time interactions
- Structured information architecture to reduce errors and increase efficiency
- Continuous updates and maintenance to ensure data accuracy and reliability
Learning & People Development
Technology alone cannot transform customer experience. We focus on people-first development, ensuring your teams thrive alongside advanced tools and intelligent automation.
Our approach includes:
- Adult learning principles and micro-learning modules for skill retention
- AI-driven coaching and reinforcement nudges integrated into daily workflows
- Measurable skill uplift through performance tracking and reporting
- Culture of continuous improvement and operational excellence
- Ongoing support to maintain proficiency with evolving technology
Business Impact:
Our training and development programs increase agent confidence, reduce attrition, enhance service quality, and drive measurable customer outcomes.
Ready to Bring Intelligent Innovation to Your Contact Center?
Partner with One Eleven Communication to unlock the full potential of your contact center. Our approach ensures that every conversation, channel, and process delivers measurable outcomes while empowering your teams to perform at their best.
