Skip to content
OneSupport Talk to an expert
OneSupport · System mapCustomer experience · Cloud contact center · Managed ITUS · CA · MX · 24/7

OneSupport runs the contact center, cloud platform and managed IT between a customer's hello and a resolved issue.

Every customer conversation runs on a network they never see. OneSupport designs, implements and operates that network: the contact center, the cloud platform it runs on, and the managed IT underneath, for mid-market and enterprise organizations across North America.

Plan your program Follow a conversation
Voice, chat, email and SMS lines start at the customer's first contact, pass through the OneConnect unified platform, AI-driven routing, the agent desktop and CRM write-back, and end at Resolved. The self-service line leaves the main route at an AI self-service station that resolves routine requests on its own. The managed IT line runs from device alerts through monitoring, the service desk, remote support and hardware lifecycle, with a transfer to the agent desktop. A workforce management line watches routing and agents in real time.

Six lines, one network. Select a line to follow its route from hello to resolved.

Certified & compliantSOC 2 Type IIHIPAAPCI DSS

§01 · Who we are

Who OneSupport is

OneSupport is a customer experience and technology partner. We build, launch and run contact center, cloud platform and managed IT programs for organizations that need support to grow without the growing pains.

Our teams work as an extension of yours, pairing hands-on operations with the technology to back them up, so every customer interaction reflects the standard you would set yourself.

Headquarters
San Marcos, Texas
Delivery
United States, Canada, Mexico
Operating since
30+ years of distributed workforces
Ownership
Privately held
Coverage
24/7, every channel

§02 · Services

Four lines of service. One operator.

Each service stands on its own. Run together, they share one platform, one operations team and one record of every customer.

  1. Every touchpoint mapped, measured and tuned, so friction gets caught before it costs you a customer. Programs are built around how your customers actually move, with dashboards and predictive analytics that show friction while the customer is still in the journey.

    Explore Customer Experience
    Stations on this line
    1. Map
    2. Measure
    3. Tune
    4. Operate

  2. Voice, chat, email, SMS and digital self-service on one cloud platform with one agent desktop. Agents carry full context across every switch, AI-driven routing matches your demand, and every interaction writes back to your CRM. Built to absorb volume spikes and add channels without a re-platforming project.

    Explore OneConnect
    Stations on this line
    1. Voice
    2. Chat
    3. Email
    4. SMS
    5. Self-serve
    6. CRM

  3. Proactive monitoring catches problems before your team feels them, with expert support on call around the clock. Fewer outages, faster fixes, and IT that stops being a distraction from the business you actually run.

    Explore Managed IT
    Stations on this line
    1. Monitor
    2. Alert
    3. Remote fix
    4. Resolve

  4. From procurement to end of life, your device fleet is tracked, deployed and retired on a schedule you set, at enterprise scale. One partner handles the logistics so your team doesn't have to.

    Explore Hardware & Logistics
    Stations on this line
    1. Procure
    2. Deploy
    3. Track
    4. Retire

§03 · How it works · Section A–A

Everything below street level.

Two layers run every program: the cloud platform that carries each channel, and the operations team across North America that runs the floor. Follow one conversation down through both.

01 · L0 Street

A customer says hello.

By phone, chat, email, text or your help center, at any hour. Whatever the channel, it lands on the same platform.

02 · B1 Platform

OneConnect knows who it is.

One platform, one agent desktop, one customer record. The history travels with the conversation, so nobody has to repeat themselves.

03 · B1 Platform

Routine requests resolve on their own.

AI-driven routing and self-service handle predictable work around the clock, matched to your strategy and demand. Agents keep their time for conversations that need a person.

04 · B2 People

The rest reach someone who already knows the account.

Agents see the full account before they say hello. Every one of them was found by our own in-house recruiting team to represent your brand.

05 · B2 People

The floor adjusts in real time.

Our workforce management team runs staffing, routing, scheduling and live performance monitoring, and shifts capacity when demand spikes so your SLAs hold.

06 · B3 Systems

Every interaction writes back.

Your CRM stays accurate, and dashboards surface friction as it happens instead of in next month's report.

07 · B3 Systems

The infrastructure underneath stays up.

Managed IT monitors the environment around the clock, and hardware lifecycle services keep every device procured, tracked and retired on schedule.

§04 · Footprint

Led from Texas. Staffed across North America.

OneSupport agents work across the United States, Canada and Mexico, managed from our headquarters in San Marcos, Texas. Your customers get culturally fluent, bilingual support on their own continent, without offshore hand-offs or 12-hour delays.

United StatesHQ · San Marcos, TX
Canada
Mexico
30+ yearsrunning distributed agent workforces from our Texas headquarters.
Direct accessto the decision-makers, with no layers of account management between you and an answer.
Footprint to fita delivery mix across the three countries, tailored to your customers and languages.

§05 · Why OneSupport

Why organizations partner with OneSupport

Traditional outsourcers hand you a contract. We recruit every person on your program ourselves, lead them from Texas, where you can reach the people making decisions, run them on technology our own engineers build, answer to no shareholders when your needs change mid-contract, price the work the way your volume actually moves, and keep all of it on this continent.

  1. 1100% in-house recruiting

    We don't outsource finding the people who staff your outsourced team. A dedicated internal recruiting team hires specifically to represent your brand.

  2. 2Texas-based leadership

    Management sits in San Marcos, Texas: faster answers, clearer communication and real accountability without red tape.

  3. 3Technology built for CX

    A full-stack development team designs and configures the workspaces and platforms behind each program: custom integrations, automation and self-service.

  4. 4Privately held

    No public shareholders and no corporate approval layers, so decisions happen quickly and solutions can be customized deeply.

  5. 5Flexible engagement

    Per minute, per hour, per call or hybrid. End-to-end, or technology only. The model fits your volume today and changes with it.

  6. 6North American footprint

    Agents across the US, Canada and Mexico. Culturally fluent, bilingual support with no offshore hand-offs.

§06 · Engagement

One owner, from first workflow to live floor.

Programs usually break at the hand-offs between whoever designs them, whoever builds them and whoever runs them. OneSupport owns all three, from the first workflow session to the agent on the line.

  1. Phase 01

    Design.

    Every workflow mapped before day one.

    We learn how your business actually runs, then design the program around it.

    • Workflows built around your process
    • Staffing sized to your volume
    • Escalation paths defined up front

  2. Phase 02

    Implement.

    Built and launched without disrupting you.

    We stand up the platform, integrations and team alongside your current operation.

    • Platform configured to your workflows
    • Integrations wired in before launch
    • Zero-disruption cutover

  3. Phase 03 · Ongoing

    Operate.

    Day-to-day ownership of the outcome.

    Once you're live, real people manage performance in real time.

    • Real-time workforce management
    • Live monitoring instead of static reports
    • Direct accountability, no layers
Engagement models
  • Per minute
  • Per hour
  • Per call
  • Hybrid
  • End-to-end
  • Technology only

§07 · Compliance & industries

Built for complex environments.

Structured customer experience and support programs for regulated, high-volume and high-demand industries.

Security posturePlatform-level

Audit-ready by default.

Compliance is built into the platform instead of bolted on, so audits get shorter and risk stays off your roadmap.

Compliance standards
SOC 2Type IIIndependent attestation of security controls over time.
HIPAAHealthcareProtected health information in patient and member support.
PCI DSSPaymentsCardholder data in payment-related conversations.
Full documentationRead our security posture

Regulated & public3 industries

Infrastructure & industrial3 industries

Technology & consumer3 industries

§08 · Start here

Plan your route.

Tell us where your support stands today and where it needs to go. We'll tell you what's possible. No pitch decks, and no long discovery calls before we've earned them.

Call(800) 580-3355
Emailinfo@onesupport.com
Headquarters350 Barnes Drive, Ste. 109
San Marcos, TX 78666
AWhere does your support run today?

BWhich lines do you need?

CHow should we run it?
Your routeModel: help me decide

Choose a starting point and at least one line to draw your route.

DWho should we talk to?

A OneSupport specialist follows up to talk through what you're working with. We never share your details.