St Ann, 63074, MO,
United States
Customer Direct Technographics
Discover the latest software purchases and digital transformation initiatives being undertaken by Customer Direct and its business and technology executives. Each quarter our research team identifies on-prem and cloud applications that are being used by the 376 Customer Direct employees from the public (Press Releases, Customer References, Testimonials, Case Studies and Success Stories) and proprietary sources.
During our research, we have identified that Customer Direct has purchased the following applications: NICE CXone Reporting for Workforce Analytics in 2024, Microsoft 365 for Collaboration in 2017, Vonage Enterprise for Call Center in 2017 and the related IT decision-makers and key stakeholders.
Our database provides customer insight and contextual information on which enterprise applications and software systems Customer Direct is running and its propensity to invest more and deepen its relationship with Nice Systems , Microsoft , Vonage or identify new suppliers as part of their overall Digital and IT transformation projects to stay competitive, fend off threats from disruptive forces, or comply with internal mandates to improve overall enterprise efficiency.
We have been analyzing Customer Direct revenues, which have grown to $96.0 million in 2024, plus its IT budget and roadmap, cloud software purchases, aggregating massive amounts of data points that form the basis of our forecast assumptions for Customer Direct intention to invest in emerging technologies such as AI, Machine Learning, IoT, Blockchain, Autonomous Database or in cloud-based ERP, HCM, CRM, EPM, Procurement or Treasury applications.
HCM
Vendor |
Previous System |
Application |
Category |
Market |
VAR/SI |
When |
Live |
Insight |
|---|---|---|---|---|---|---|---|---|
| Nice Systems | Legacy | NICE CXone Reporting | Workforce Analytics | HCM | n/a | 2024 | 2024 |
In 2024, Customer Direct implemented NICE CXone Reporting as part of a NICE CXone deployment to modernize its contact-center and CRM operations across North America, and to enable a work-from-home model with a unified omnichannel agent experience. NICE CXone Reporting was deployed within the Workforce Analytics category to provide centralized automated and custom reporting for supervisors and operational managers.
The deployment configured automated and custom reporting capabilities, centralized supervisor reporting workflows, and instrumented omnichannel agent performance views to support remote agents and contact center supervision. Operational scope covered contact center operations, supervisor teams, training functions, and CRM-related workflows across North America, and the rollout aligned reporting and coaching processes around the new analytics output. The implementation delivered outcomes including reduced supervisor report-creation time, reduced monthly training costs by ~50% and improved monthly agent retention by ~15%.
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Collaboration
Vendor |
Previous System |
Application |
Category |
Market |
VAR/SI |
When |
Live |
Insight |
|---|---|---|---|---|---|---|---|---|
| Microsoft | Legacy | Microsoft 365 | Collaboration | Collaboration | n/a | 2017 | 2017 |
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CRM
Vendor |
Previous System |
Application |
Category |
Market |
VAR/SI |
When |
Live |
Insight |
|---|---|---|---|---|---|---|---|---|
| Vonage | Legacy | Vonage Enterprise | Call Center | CRM | n/a | 2017 | 2018 |
In 2017, Customer Direct implemented Vonage Enterprise as its Call Center platform. The selection was driven by the completeness of Vonage's enterprise-grade UCaaS cloud platform, an advanced omnichannel contact center product suite, and an award winning SD WAN product.
Deployment centered on the Vonage Enterprise cloud hosted UCaaS core, with the omnichannel contact center product providing voice, SMS and web chat routing, interactive voice response, automatic call distribution, and supervisor and agent consoles. Configuration included skill based routing, real time monitoring dashboards, and standard reporting capabilities aligned with Call Center operations. Automation for common contact flows was implemented through contact center workflow and IVR configuration.
Network and site connectivity were augmented using Vonage SD WAN to deliver consistent quality of service for voice and multimedia sessions, creating an architecture that combined cloud telephony with edge network orchestration. Operational ownership resided with Customer Direct's contact center and customer support functions, with centralized administration through Vonage Enterprise management tools. The implementation emphasized centralized policy controls and role based access for supervisors and administrators.
Rollout was structured to align telephony, omnichannel routing and network services under a unified Vonage Enterprise administration model, supporting day to day contact center operations. The case materials highlight that platform breadth across UCaaS, omnichannel Call Center capabilities, and SD WAN guided the decision rather than isolated feature comparisons.
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Call Center | CRM |
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2018 | 2018 |
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CRM | CRM |
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2019 | 2019 |
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Customer Experience | CRM |
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2018 | 2018 |
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Marketing Automation | CRM |
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2018 | 2018 |
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Marketing Automation | CRM |
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2019 | 2019 |
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IaaS
Vendor |
Previous System |
Application |
Category |
Market |
VAR/SI |
When |
Live |
Insight |
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Application Hosting and Computing Services | IaaS |
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2013 | 2013 |
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Application Hosting and Computing Services | IaaS |
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2017 | 2017 |
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Application Hosting and Computing Services | IaaS |
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2020 | 2020 |
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Content Delivery Network | IaaS |
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2019 | 2019 |
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