OneTouch Direct

OneTouch Direct is a global contact centre company, founded in 1998, that runs multichannel customer interactions and outsourced customer-experience solutions for Fortune 500 companies. The firm employs staff across operations totalling more than 3,250 workstations in four countries (headcount and specific countries are not disclosed), handling over 6 million customer interactions a year. Its work spans financial services, telecommunications, insurance and healthcare.

The company describes a people-first culture that places weight on both employee and customer experience, and positions itself as a supportive environment in which agents can build careers. It emphasises agent advancement and growth, and frames its use of artificial intelligence as a complement to, rather than a replacement for, genuine human connection in customer interactions. Roles centre on contact centre operations, multichannel customer interactions, technical support delivery and lead generation.

Service lines comprise Customer Acquisition, Customer Retention, Technical Support and Lead Generation. Two AI-enabled tools are in use: Sales Assist, which supports agents during interactions, and Supervisor Alerts, which flags issues to supervisors to improve contact centre performance. The company also invests in security and compliance infrastructure, holding PCI certification and SOC 2 Type 2 certification and operating in line with ISO 27001.

Reported performance measures include a 94% customer-satisfaction score and an average client-retention period of 11 years. OneTouch Direct has maintained partnerships with Fortune 500 companies since 1998. Further information is available at https://onetouchdirect.com/.