--:-- in San Marcos, TexasAnswering 24/7 across North America
Every exceptional experience starts with one hello.
OneSupport designs, staffs, and runs customer support for mid-market and enterprise organizations. We operate the contact center, the OneConnect platform it runs on, and the IT and devices behind it, with agents across the U.S., Canada, and Mexico.
One hello runs through four layers. We run all four.
A single customer call depends on the platform that routes it, the agent who answers, the equipment they use, and the systems underneath. Most companies buy those from four vendors and manage the gaps. With OneSupport, one team is accountable for the whole path.
OneConnect Cloud Contact Center
Voice, chat, email, SMS, and self-service in one cloud platform. The call reaches the right agent with the customer's full history attached.
- Omnichannel routing
- AI self-service
- Real-time analytics
- CRM integration
Customer Experience
Bilingual agents we recruit, train, and manage ourselves, in programs designed around how your customers actually move through your business.
- Phone, chat, email, and digital
- Overflow and seasonal
- After-hours
- Journey optimization
Hardware & Logistics
Workstations and devices procured, deployed, tracked, and retired on a schedule you set. One partner handles the logistics so your team doesn't have to.
- Procurement
- Deployment and depot
- Device support
- End-of-life retirement
Managed IT & Remote Support
Proactive monitoring catches problems before your team feels them, with expert support around the clock. Fewer outages and faster fixes.
- Proactive monitoring
- 24/7 remote support
- Security-ready operations
Resolved
One partner accountable for every layer of the call.
Support in your customers' language, from their side of the border.
Bilingual, culturally fluent agents across the United States, Canada, and Mexico, led from our headquarters in San Marcos, Texas. No offshore handoffs and no overnight delays.
- 100% North American deliveryAgents in the U.S., Canada, and Mexico, with a footprint shaped to where your customers are.
- Texas-based leadershipDirect access to the people accountable for your program.
- 100% in-house recruitingWe find, hire, and train the people who represent your brand.
- Close time zonesYour team and ours work the same business day.
48 half-hour intervals in a day. We staff every one.
Your team keeps its hours. We cover the rest.
Set your in-house schedule. The dial shows the hours that fall outside it, which our agents can staff, plus extra capacity when volume peaks during your day.
123hours a week fall outside your team's schedule. We can staff every one of them.
- Your teamYour in-house hours.
- After-hoursNights, weekends, and holidays answered by trained agents.
- OverflowExtra capacity for peaks and seasonal surges during your day.
Not your typical outsourcing partner.
Six decisions we made differently from offshore-first outsourcing, and what each one means for you.
- Footprint
Every agent works in North America.
Our teams operate across the U.S., Canada, and Mexico, led from Texas. Your customers get support in their own time zones.
Instead ofOffshore handoffs and 12-hour delays
- Leadership
You talk to the people who decide.
Leadership is based in Texas, so questions reach decision-makers directly and answers come back fast.
Instead ofLayers of account management
- Technology
Our own engineers build around your business.
An in-house full-stack team designs the workspaces, integrations, automation, and self-service behind your program.
Instead ofWhatever an off-the-shelf platform supports
- Recruiting
We recruit every agent ourselves.
A dedicated internal recruiting team finds the people who represent your brand, and your customers feel the consistency.
Instead ofHiring handed to staffing subcontractors
- Ownership
No shareholders stand between you and a yes.
We're privately held, with no corporate approval layers. When your requirements change mid-contract, we can adapt quickly.
Instead ofChanges queued behind approval cycles
- Engagement
You pay the way your volume moves.
Per minute, per hour, per call, or hybrid. End-to-end or technology only. The model can change as your business does.
Instead ofA fixed contract built for someone else
The platform and the floor, in one view.
Every program runs on two connected layers: OneConnect, which handles every channel, and our workforce management team, which runs the floor in real time. You see both.
Every channel. One conversation.
A customer who starts in chat and calls back later never explains twice. Every touch lands on the same case.
- AI self-service
"My connection keeps dropping during video calls."
- Omnichannel routing
Troubleshooting steps sent. Same case, same history.
- Unified desktop
Customer calls back. The agent already has the full history.
- CRM write-back
Fix confirmed. Case closed and written back to the CRM.
Staffing that moves with demand.
Our workforce team adjusts staffing, routing, and schedules interval by interval. It has run distributed agent teams from Texas for more than 30 years.
Audit-ready by default.
Compliance is built into how we run the platform and the floor, not added afterward. Audits get shorter and risk stays off your roadmap.
Review our security posture- SOC 2Type II
An independent audit of how our security controls operate over time.
- HIPAAHealthcare
Safeguards for protected health information in patient and member support.
- PCI DSSPayments
Controls for handling cardholder data in payment conversations.
Design. Implement. Operate. One team the whole way.
CX programs tend to break at the handoffs between the people who design them, the vendor who builds them, and the team that runs them. We remove the handoffs by owning all three.
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
Implement
Launched without disrupting you
We stand up the platform, integrations, and team alongside your current operation.
- Platform configured to your workflows
- Integrations connected before launch
- A planned, low-disruption cutover
Operate
Day-to-day ownership of the outcome
Once you're live, real people manage performance in real time and answer for the results.
- Real-time workforce management
- Live monitoring and reporting
- Direct accountability
Take the whole program, or just the part you need.
Engagements range from a full outsourced program to platform only. Pick a starting point to see what we'd run for you.
Built for complex environments.
Regulated, high-volume, and high-demand industries, where a missed call costs more than a ticket.
Regulated & publicFinancial Services, Healthcare, eGovernment. Infrastructure & industrialUtilities, Telecommunications, Manufacturing. Technology & consumerTechnology, Retail, Automotive.
Three groups, nine industries. Each one links to how we support it.
Say hello.
Tell us what you're working with and we'll tell you what's possible. No pitch decks, and no long discovery calls before we've earned them.
- You tell us what you're running todayVolumes, channels, systems, and what isn't working.
- We come back with what's possibleA clear read on scope, approach, and how an engagement could be structured.
- If it fits, we design it togetherWorkflows, staffing, and integrations mapped before day one.
San Marcos, TX 78666
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