Customer Service Experts

What Customer Service Experts does

Customer Service Experts (CSE) is a privately held contact center outsourcing company founded in 2010 and headquartered in Red Bank, New Jersey, with an 11-50 employee footprint and additional nearshore and offshore delivery capacity. The company provides live-agent customer support across phone, chat, email, SMS, social, in-app, and video channels for businesses in eCommerce/Retail, Financial Services, Professional Services, Utilities and Telecom, Travel and Hospitality, and Home Services. Core service lines include Contact Center Outsourcing, Professional Answering Service, AI Automation, BPO, Call Overflow, Order Taking, Lead Capture, and Scheduling, delivered through a six-pillar operational methodology (Discover, Document, Train, Launch, Monitor, Improve) that emphasizes brand immersion, custom scripts, and a multi-layered QA process auditing 10% of all interactions.

The underlying technology stack is an enterprise CCaaS platform with omnichannel routing, call recording, quality monitoring, and reporting, augmented by a platform-agnostic / bring-your-own-platform (BYOP) delivery model that allows CSE agents to operate within a client's existing contact center infrastructure. AI capabilities cover voice (IVR), text, and structured-data modalities, supporting automated order updates, fraud alerts, payment confirmations, card activation, and conversational responses, with intelligent escalation to human agents. CSE lists integrations with Shopify, Amazon Seller, Zendesk, Salesforce Commerce Cloud, Adobe Commerce, eBay, BigCommerce, Gorgias, and ShipStation, plus CCaaS, core banking, policy/claims, loan origination, and card platform integrations for financial services.

CSE generates revenue through managed-services contracts (per-minute, per-seat, or hybrid pricing for contact center outsourcing and BPO), recurring monthly subscriptions for professional answering services, and usage-based fees for AI automation. Pricing is quote-based and not publicly disclosed. The go-to-market is sales-led, combining inside sales for mid-market and enterprise field sales for larger accounts, with distribution through the company website, SEO-optimized industry landing pages, LinkedIn, and direct phone outreach. Named customers include Medify Air, GCOM, and Winston/Terrell Group. Compliance posture covers GDPR, CCPA, COPPA, FCC/FTC call center rules, TCPA, ISO-aligned information security, and SOC-style controls.

Name

Customer Service Experts

Legal name

Customer Service Experts

Website

https://cseconnect.com

Company type

Private

Founded year

2010

Operating status

Operating

Headcount range

11–50 employees

Short description

Customer Service Experts is a privately held contact center outsourcing company providing omnichannel live-agent support and AI-powered automation for eCommerce, financial services, utilities, travel, professional services, and home services businesses.

Ownership category

akta.pro rank

Product category

Contact Center Outsourcing

NAICS

Telephone Call Centers (56142), Telemarketing Bureaus and Other Contact Centers (561422), Telephone Answering Services (561421)

SIC

Services-Help Supply Services (7363)

akta.pro primary industry

General Customer Service & Contact Center Operations (BPAAAAAA)

akta.pro secondary industries

General Customer Service (Order/Account/Inquiries) (BPAAABAA), Order Management & Customer Fulfillment Support (BPAAAAAE), Sales Support & Customer Retention (Upsell, Win-back, Loyalty) (BPAAABAB), Appointment Scheduling & Service Dispatch Support (BPAAABAO)

Keywords

• Contact center outsourcing
• Customer support services
• Business process outsourcing
• Call center services
• Answering service solutions

Headquarters

HQ city

Red Bank

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. Contact Center Outsourcing: Full-service contact center outsourcing providing live agents for questions, issue resolution, account updates, and general customer care across communication channels. Revenue is generated through managed services contracts, typically billed on a per-minute, per-seat, or hybrid basis depending on volume and coverage needs.
2. Professional Answering Service: Professional call answering, routing, message taking, overflow support, and after-hours coverage. Typically structured as a recurring service with flexible coverage options (business hours, overflow, after-hours, 24/7).
3. AI Automation Services: Automation, agent assist, QA, reporting, and service insights bundled with live agent services or offered as standalone automation solutions. Revenue derived from usage-based automation and service insight fees.
4. Business Process Outsourcing (BPO): Customer care, appointment setting, lead qualification, order taking, and order entry services for B2B and B2C clients. Typically structured as managed services contracts with pricing based on volume and service scope.
5. Lead Capture Services: B2B and B2C lead capture services that convert leads into customers, increasing conversion rates through live agent engagement.

Pricing tiers

Go-to-market motion2 records

Distribution channels3 records

Marketing channels4 records

Core offering

Customer Service Experts (CSE) provides inbound and outbound contact center outsourcing, offering live-agent customer support across omnichannel (phone, chat, email, social, in-app, video) with AI-powered automation, agent assist, quality assurance, and reporting. The company also delivers professional answering services, business process outsourcing (BPO) for appointment setting, order taking, lead capture, and call overflow, supported by brand-immersion onboarding, custom scripts, and daily QA audits covering 10% of all interactions. Services are delivered from US-based leadership with domestic, nearshore, and offshore delivery centers to match client coverage needs and budgets across industries such as eCommerce, Financial Services, Home Services, Professional Services, Utilities/Telecom, and Travel/Hospitality.

Product overview

Customer Service Experts (CSE) offers a unified contact center outsourcing platform combining live agent support with AI-powered automation. The core product portfolio includes Contact Center Outsourcing, Professional Answering Service, AI Automation, Live Phone Answering Services, Business Process Outsourcing, Call Overflow Service, Order Taking & Order Entry, Customer Service, Lead Capture, and Scheduling. These services are delivered across omnichannel capabilities (phone, chat, email, SMS, social, in-app, video) with flexible coverage options (business hours, overflow, after-hours, 24/7). Industry-specific solutions include eCommerce Contact Center Outsourcing for online retail operations and Financial Services Contact Center Outsourcing for regulated industries. The architecture combines trained live agents with automation, agent assist, quality assurance, and reporting tools to provide scalable customer support.

Differentiator

Problem solved

Functional benefit

Products and services

• Contact Center Outsourcing
• Professional Answering Service
• AI Automation
• Business Process Outsourcing (BPO)
• Live Phone Answering Services
• Call Overflow Service
• Order Taking & Order Entry
• Lead Capture
• Scheduling
• eCommerce Contact Center Outsourcing
• Financial Services Contact Center Outsourcing

Quantifiable outcome

• Full-service contact center deployed and operational in under 24 hours for Medify Air
• +2 more outcomes

Named customers3 records

Segments6 records

Ideal customer profiles3 records

Technology focussed Yes

API detail

Has API

No

API docs

API detail

Core technology

AI maturity

App detail

Integration14 records

AI capability8 records

Feature4 records

Scale indicators4 records

Recent moves6 records

Expansion highlights6 records

Broad incumbents

• Foundever (formerly Sitel Group): Global CX and contact center outsourcer serving BFSI, retail, and tech. Competes with CSE in financial services and eCommerce outsourcing deals at the mid-market and enterprise tiers.
• Teleperformance: Largest global contact center outsourcer with multilingual, multi-region delivery and regulated-industry capabilities. Sets the upper-bound competitive bar for CSE's verticals.
• Concentrix: Global contact center BPO with deep vertical solutions including financial services and eCommerce. Represents the scale leader CSE competes against in mid-market RFPs.
• TTEC: Global customer experience and contact center BPO with technology-enabled CX solutions including AI and analytics. Overlaps with CSE across the eCommerce and Financial Services verticals.

Direct peers

• MAP Communications: US contact center BPO providing answering services, order entry, and customer support. Comparable service mix, size, and target verticals to CSE.
• Working Solutions: US-based contact center BPO offering live agent support across multiple verticals with a flexible distributed agent model. Highly comparable to CSE in size, channel mix, and SMB/mid-market focus.
• AnswerNet: US-based answering service and contact center BPO with 24/7 live agent coverage. Closely mirrors CSE's professional answering service and overflow offerings.
• Liveops: Cloud-based contact center BPO with remote agent network and vertical solutions. Comparable omnichannel delivery and SMB/mid-market positioning to CSE.
• Ansafone Contact Centers: US-headquartered contact center outsourcer offering inbound/outbound, answering service, and BPO across multiple verticals. Similar scale and service mix to CSE.
• Arise: Platform-based contact center services with a distributed agent network serving consumer brands, retail, and financial services. Comparable to CSE's omnichannel + multi-geography delivery model.

Market position

Strengths5 records

Weaknesses5 records

Competitive moat4 records

Key risks6 records

Key highlights7 records

Customer concentration

• LinkedInlinkedin.com/company/cseconnect

Compliance8 records

Revenue estimate

Valuation estimate

Number of profiles

Profiles7 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 Customer Service Experts