CXM services across the customer lifecycle

High-touch, customized customer experience management services

Customer experience is more important and more complicated than ever before. Customers today want to interact as easily as possible across multiple channels: how, when, and where they want.

Connexus clients value the high-touch approach we bring to creating custom CX programs. We get you the talent you need, when and where you need it. We apply best-in-class processes and technology, test and validate performance, and then scale as needed. We excel at complex programs, but we are equally adept at bringing excellence to the ordinary.

See how we can partner to add value.

Customer Support

We deliver inbound, outbound and omnichannel services throughout the customer lifecycle, as well as member and patient CX across the care continuum. We embrace technology as an enabler so our people can deliver efficient and effective service.

Key Services:

  • Marketing / promotional / coupon audits
  • Consultation bookings
  • Social media monitoring
  • Review management
  • Tech support / helpdesk
  • Service support
  • Call escalation
  • Loyalty programs and subscription
  • Account info (balances)
  • Saves & retention
  • Resolution and callbacks
  • CSAT and NPS programs
  • Service recovery

Sales Services

Our inbound and outbound sales services grow revenue and deepen customer relationships. We support sales operations from pre-purchase through upselling and cross-selling, while delivering insights on Voice of Customer, context and channel analysis.

Key Services:

  • Voice of Customer
  • Context analysis
  • Channel optimization
  • Pre-purchase product support
  • Product inventory sourcing
  • Upselling
  • Remarketing
  • Store-brand card programs
  • Customer callbacks
  • Inventory, shipping, etc.

Orders and Transactions

We immerse ourselves in your businesses so we can truly act as an extension of your team in everything we do. We build custom training and development programs that allow us to support CX issues, such as shipping, billing, warranties, returns, and refunds, even as our clients’ products and services grow or change.

Key Services:

  • Data validation and entry
  • Order change and cancellation
  • Bulk/Gift order entry
  • Shipping support
    (home delivery vs. in-store)
  • Call routing for retail locations
  • Product activation
  • Registration, warranties
  • Return/refund/rebate
  • Exceptions and recalls
  • Billing and delivery queries
  • Fraud research and resolution

Technical Support

Our strength in technology and deep integration experience position us to deliver multi-tiered support to your internal users and end customers. Our cloud-based infrastructure and flexible delivery model improves resiliency, security and compliance.

Key Services:

  • Desktop / Laptop / Tablet
  • Mobile & App
  • Password management
  • PCI DSS Level 1
  • SOC2 Type 2
  • NIST standards framework
  • Cloud-based solutions
  • Virtual, on-premise and hybrid options
  • Onshore, Nearshore, Offshore & Gig solutions
  • BCDR
  • Fraud and alert monitoring
  • Carrier ticket management resolution and callback

Value-added BPO

We go beyond traditional CXM with value-added BPO services that accelerate revenue growth, deepen customer relationships and control costs. We provide project management, provisioning and implementation for UCaaS and SD WAN, and manage complex processes like MACD, among other services.

Key Services:

  • Project management, provisioning and implementation services for UCaaS, SD WAN, Managed Firewall, Endpoints, etc.
  • Direct and channel order support
  • Customer satisfaction and experience management throughout setup
  • Multi-tier support
  • MACD
  • Application support
  • End-user helpdesk
  • Expertise and flexibility across UC, CRM, BI and other crucial systems
  • Proprietary platform to drive agent productivity
  • Consulting and professional services

Our talent becomes an extension of your team

Human capital management is one of our core strengths. This means we get you the people you need – when and where you need them.

Our approach to talent

  • Cast a wide net to recruit the right people.
  • Interview and assess skills from problem solving to personality traits and business acumen to empathy
  • Develop 360-degree training programs tailored to drive customer engagement
  • Provide ongoing coaching and development to ensure your team gets up to speed quickly and benefits from continuous learning
  • Offer defined career paths to help retain the best people and keep them engaged

Proven approaches to CX leadership drive success

Our formula for success is simple. We combine passionate people with market-leading technology and a culture of accountability and continuous improvement. Taken together, passionate people delivering compelling experiences mean great outcomes for our clients!

What do we bring to the table:

  • Customized programs aligned to your specific goals
  • Proven best practices that launch programs more quickly and successfully
  • Skilled teams and passionate leadership: our account managers act as highly-engaged “mini-CEOs” — they are laser-focused on ensuring the success of your business.
  • Timely and actionable insights
  • Transparency, collaboration and continuous improvements


We’re partners to some of the world’s most valued brands:

Healthcare & Wellness

Retail & E-Commerce

Technology-Enabled Companies

Business & Financial Services


Public Sector & Government

Contact Us!

A heritage of market leadership and CX best practices