The Connection Contact Center

What The Connection Contact Center does

The Connection Contact Center is a U.S.-based business process outsourcer (BPO) founded in 1989 and headquartered in Bloomington, Minnesota, that delivers outsourced call center and customer experience services to enterprise clients. The company operates a virtual-first model in which all agent roles are work-from-home, supporting nationwide U.S. service delivery. Its core offering is 24/7 inbound and outbound call handling, available in virtual receptionist, shared, and dedicated configurations, supported by an omni-channel technology stack spanning Interactive Voice Response (IVR), live agents, email response, live web chat, and SMS/TextChat. Adjacent to operations, the company sells call center consulting and a training & development suite that includes curriculum development, eLearning modules, and a proprietary branded Learning Management System (LMS) with a client-branded Center of Learning portal.

The company monetizes primarily through subscription-based managed services contracts priced via custom quote, supplemented by professional services revenue from consulting and training engagements. Go-to-market is sales-led, combining enterprise field sales for Fortune 500 and large national accounts with inside sales for inbound mid-market inquiries, and supported by content marketing (industry blog, case studies, gated resources such as a workforce calculator and metrics report sample). Customer evidence indicates deeply embedded enterprise relationships, including a 10+ year client outsourcing 90%+ of sales and customer service activity and another whose scope expanded to 100% of inbound calls, email, and social media monitoring. The company holds SOC 2 and PCI DSS certifications relevant to enterprise and payment-handling workloads, and serves verticals including retail, membership/lifestyle, manufacturing, telecommunications, financial services, healthcare, government, utilities, education, and direct sales.

There is no public revenue disclosure, no disclosed funding history, no announced acquisitions or partnerships, and no claimed international footprint. Founder Fred Weiner continues to lead the company as President, with named executives including a CTO (Ken Unruh) and VP of Human Resources (Cyndi McDurmott). The operating profile is that of a mature, founder-led, bootstrapped BPO with stable enterprise anchors and incremental product extension rather than aggressive M&A or geographic expansion.

Name

The Connection Contact Center

Legal name

The Connection

Website

https://theconnectioncc.com

Company type

Private

Founded year

1989

Operating status

Operating

Headcount range

1,001–5,000 employees

Short description

The Connection Contact Center is a U.S.-based business process outsourcer founded in 1989, providing 24/7 inbound and outbound call center, omni-channel customer engagement, consulting, and training services to enterprise clients across multiple verticals.

Ownership category

akta.pro rank

Product category

Call Center Outsourcing Services

NAICS

Telephone Call Centers (56142), Telemarketing Bureaus and Other Contact Centers (561422), Telephone Answering Services (561421), Business Service Centers (56143), Management Consulting Services (54161)

SIC

Services-Help Supply Services (7363), Services-Management Consulting Services (8742)

akta.pro primary industry

General Customer Service & Contact Center Operations (BPAAAAAA)

akta.pro secondary industries

General Customer Service (Order/Account/Inquiries) (BPAAABAA), Sales Support & Customer Retention (Upsell, Win-back, Loyalty) (BPAAABAB), Technical Support & Helpdesk Contact Centers (BPAAAAAI)

Keywords

• Call center outsourcing
• Business process outsourcing
• Inbound call center services
• Contact center consulting
• Customer service training

Headquarters

HQ city

Burnsville

HQ country

United States

HQ region

North America

Offices1 record

Markets served

GTM type

B2B

Offering type

Services

Cost components

Personnel, Operations, Technology or R&D, Infrastructure, Marketing or Sales

Revenue model

1. Call Center Outsourcing Services: Full-service BPO call center outsourcing including virtual receptionist, shared or dedicated call center services, handling inbound and outbound calls 24/7.
2. Call Center Consulting: Advisory services leveraging 150+ years of combined industry knowledge to optimize contact center operations and elevate performance.
3. Training & Development Solutions: Comprehensive training programs including off-the-shelf and customized blended solutions, eLearning modules, curriculum development, and LMS implementation.

Pricing tiers

Go-to-market motion2 records

Distribution channels3 records

Marketing channels6 records

Core offering

The Connection Contact Center is a U.S.-based business process outsourcer (BPO) providing 24/7 premium inbound and outbound call center services, virtual receptionist solutions, and shared or dedicated call center outsourcing for enterprise clients. Its portfolio also encompasses omni-channel service delivery (voice, email, chat, IVR), call center consulting leveraging 150+ years of combined industry expertise, and comprehensive training and development solutions including curriculum development, eLearning, and a branded Learning Management System (LMS).

Product overview

The Connection Contact Center is a business process outsourcer (BPO) offering a unified portfolio of call center and customer experience services. The core offering centers on 24/7 Call Center Outsourcing (including Virtual Receptionist and dedicated/shared models), complemented by Omni-Channel Services spanning IVR, live agents, email, web chat, and TextChat. Adjacent to operations, the portfolio includes Call Center Consulting (leveraging 150+ years of combined expertise) and a full Training & Development suite (Curriculum Development, eLearning, and a branded Learning Management System). Supporting tools include Call Center Metrics Reports and a Workforce Calculator. All services integrate with their omnichannel service delivery to provide clients with a comprehensive, end-to-end customer experience solution.

Differentiator

Problem solved

Functional benefit

Products and services

• Call Center Outsourcing 24/7 premium-level inbound and outbound call center services, including shared and dedicated outsourcing models, offered to enterprise and Fortune 500 clients at a fraction of the cost of an in-house team.
• Virtual Receptionist Live-operator virtual receptionist service that answers inbound calls, takes messages, and handles customer inquiries around the clock for organizations that need a professional front-line phone presence.
• Call Center Consulting Advisory consulting service, delivered by industry practitioners with 150+ years of combined experience, that helps existing call centers optimize operations, elevate performance, and refine strategy.
• Call Center Training & Development Interactive online training courses designed for new and existing call center agents, using scenario-based learning to drive retention and performance throughout an agent's career.
• Omni-Channel Services Multi-channel customer contact service spanning Interactive Voice Response (IVR), live agent outsourcing, email response, live web chat, and SMS/text messaging, delivered through a unified contact center technology platform.
• Training & Development Solutions Enterprise learning solutions that combine custom curriculum development, eLearning modules, and a branded Learning Management System (LMS) to deliver and track training for client employees globally.

Quantifiable outcome

• Handle 100% of incoming calls and email for enterprise clients
• +2 more outcomes

Named customers5 records

Segments10 records

Ideal customer profiles3 records

Technology focussed No

API detail

Has API

No

API docs

API detail

Core technology

AI maturity

App detail

Feature5 records

Scale indicators2 records

Recent moves5 records

Expansion highlights4 records

Broad incumbents

• TTEC (TeleTech Holdings): TTEC is one of the largest global BPO and customer experience outsourcers, offering omni-channel contact center, CX consulting, and AI-enabled services. It is comparable to The Connection as an enterprise-focused outsourced call center operator, though it operates at materially greater scale and geographic breadth.
• Concentrix: Concentrix is a Fortune 500 global CX solutions and BPO provider serving many of the same verticals as The Connection (retail, financial services, healthcare, communications). It is the most direct large-scale comparable on enterprise customer engagement outsourcing.
• Foundever (formerly Sitel Group): Foundever is a large global CX/BPO operator offering omni-channel customer service, sales, and technical support across verticals including retail, financial services, and media. Directly comparable business model and target customer profile to The Connection, with significantly larger scale and global footprint.
• Alorica: Alorica is a privately-held, U.S.-headquartered CX outsourcing provider offering voice, chat, email, and social support to enterprise clients across industries. Comparable to The Connection as a U.S.-centric omni-channel BPO targeting similar enterprise verticals.
• Teleperformance: Teleperformance is the world's largest customer experience management company, providing outsourced contact center and digital services globally. Comparable to The Connection on core outsourced contact center services, though substantially larger and more international.

Direct peers

• Arise Virtual Solutions: Arise operates a virtual / work-at-home contact center model servicing enterprise clients in retail, financial services, and consumer products. Closely comparable to The Connection on its virtual-first operating model, omni-channel service delivery, and mid-market/enterprise client mix.
• Liveops: Liveops is a U.S.-based, cloud-based contact center BPO running a virtual agent network serving enterprises in insurance, healthcare, retail, and telecom. Directly comparable to The Connection on virtual agent delivery, enterprise focus, and U.S.-based operations.
• AnswerNet: AnswerNet is a U.S.-based outsourced call center and answering service provider offering inbound, outbound, virtual receptionist, and order entry services. Closely comparable to The Connection on service mix (especially virtual receptionist) and mid-market customer base.

Emerging players

• Five9: Five9 is a cloud contact center software provider enabling enterprise customers to run their own omni-channel operations. Not a labor-outsourcing peer, but a key technology competitor/advisor that enterprise buyers compare against outsourced BPOs like The Connection.
• Genesys: Genesys is a major cloud and on-premises contact center platform vendor with its own professional services and partner-delivered managed services. Comparable to The Connection's omni-channel technology platform offerings and as an alternative path enterprise buyers may choose over outsourced labor.

Market position

Strengths5 records

Weaknesses5 records

Competitive moat4 records

Key risks6 records

Key highlights7 records

Customer concentration

• Xx.com/theconnectioncc
• Facebookfacebook.com/theconnectioncc
• LinkedInlinkedin.com/company/the-connection

Revenue estimate

Valuation estimate

Number of profiles

Profiles3 records

Funding overview

Funding rounds

Investors

Funding detail is available on the Subscription and Enterprise plan.Contact sales →

M&A

Investments

M&A and investment is available on the Subscription and Enterprise plan.Contact sales →

Frequently asked questions about The Connection Contact Center