Case Study: Customer Direct achieves an 80% virtual workforce and improved customer experience with Vonage

A contact center that creates an exceptional customer experience

Customer Direct is a St. Louis–based BPO founded in 1997 that delivers 24/7 multichannel, multilingual reservations, customer care and back‑office services with 350+ onsite and growing work‑from‑home agents. The company’s disparate, on‑premises PBX systems, limited bandwidth and underutilized MPLS constrained its ability to recruit remote talent, deliver reliable omnichannel service, ensure business continuity, and pursue new client opportunities.

Customer Direct moved to Vonage’s enterprise UCaaS, omnichannel Contact Center (CX Cloud) and SmartWAN SD‑WAN, gaining a unified communications platform, advanced routing and workforce management, prioritised voice QoS and real‑time failover. The solution let the company scale its virtual workforce from 20% to 80%, reduce agent churn by 25%, improve customer and agent experiences, boost MPLS performance and support faster growth and international expansion.

Customer Direct

Rob Nolan

Chief Executive Officer