Connext Services helps small and mid-size call centers modernize their operations with AI-driven workflows, clear SOPs, and data-informed optimization. We connect the dots between people, process, and technology so your teams can deliver consistent, high-quality customer experiences.
Connext Services, LLC is a Maryland-based consulting firm specializing in call center operations and AI-enabled customer experience. Our team brings more than two decades of hands-on experience leading contact centers and customer-facing teams across nonprofit, financial services, banking, insurance, and government.
We’ve been on the floor, in the dashboards, and in the executive reviews. We know what it takes to balance service level agreements, staffing constraints, and real customer expectations — and we translate that experience into practical, repeatable solutions.
Whether you’re just starting to explore AI or looking to refine a mature operation, we help you:
We focus on a practical, AI-aware approach: start with the workflow, then layer in the right tools and automation.
Assess where AI and automation can realistically support your teams without breaking your customer experience.
Tighten up the fundamentals — from staffing and routing to reporting and QA — so every interaction counts.
Turn tribal knowledge into clear, easy-to-follow documentation that supports agents and reduces rework.
Connect your processes to the right AI tools — from agent assist to automated workflows and reporting.
We’ve led contact centers ourselves — not just advised them — so our recommendations reflect real-world constraints.
We start with your people and processes, then use AI where it makes sense and adds measurable value.
Our work is tailored to small and mid-size call centers that need practical, scalable solutions — not enterprise bloat.
You get SOPs, workflows, and dashboards that your teams can actually use, not just slide decks.
We listen first — to your leadership, your frontline teams, and your customers’ reality.
We review workflows, metrics, and tools to pinpoint what’s working and what isn’t.
We map improved processes, SOPs, and AI opportunities aligned to your goals and budget.
We support rollout, training, and adjustments so the changes stick and performance improves.
Share a bit about your team, your call center, and what you’d like to improve. We’ll follow up to schedule a brief discovery call.
Email: info@connextservices.net
Phone: 443-261-4979