Resolution-ONE, a subsidiary of Over The Ridge LLC, was established in 2012, is a Service-Disabled Veteran Owned Small Business with offices in Tampa, Florida. We have call center experience executing hundreds of thousands of contacts for a total covered population of more than 9.8 million people.
We have been in partnerships with several clients across the nation, including private and government sector entities, conducting full-spectrum contact center and hotline services. Over the past two and a half years alone, we have trained over 175 staff for call center and hotline services. We have clients in multiple states, spread across a large geographic area.
We implement evidence-based management practices promulgated through a variety of contact center services across the country. We have years of experience interacting with the public on behalf of our clients in a confidential and caring manner to provide one-call resolution for our clients. Hence our name: Resolution-ONE.
Resolution-ONE develops customized call center plans in close coordination with our clients based on several variables, including: personnel, technology, supervision, integration complexity, and implementation time available. We adjust our data integration plans and staff as best suits the needs of our client.
Based on discussions with our client, Resolution-ONE provides an initial cadre of integration staff to serve as an implementation team and customer success team. This initial staff attends any specialized or requested client training towards understanding client culture, technology, and integrations needs. The staff Resolution-ONE provides will clearly demonstrate a multitude of racial, ethnic, cultural, and linguistic traits as reflective in the client’s customer base. Lastly, we are a US-based/US-only company and no staff from international locations would be proposed.
Selecting the right people, technology, supervision, and communication tools is the key element at Resolution-ONE. Our experienced team can integrate your existing data to improve efficiency (automated menus, voice-to-text functionality, artificial intelligence, etc.) and provide 24/7 Hotline Support, inbound answering services, and outbound call campaigns with comprehensive survey support and reporting.
Application and data integration is foundational to delivering new customer experiences and services. The Resolution-ONE team performs seamless integration with your data making use of “API’s.” API stands for application programming interface, which is a set of definitions and protocols for building and integrating application software. APIs simplify integrating new application components into an existing architecture and they help business and IT teams collaborate.
Our services include our Contact Center as a Service (CCaaS) technology platform for calls, chat, and customer relations management (CRM). Our proprietary CRM technology already integrates with the following CRMs and databases:
Resolution-ONE relies on the Microsoft Office 365 suite of products (including Teams for video conferencing) and its embedded security to accomplish administrative and operational tasks in a safe computing environment. Our CRM technology gives our teams the rapid communications ability they need to respond to incoming calls and maximize their outbound calls, along with an organized system to track all calls.
Resolution-ONE vets computers with appropriate access to the required applications, databases, and/or secure web-based platforms to each employee on our contracts, as needed. We are also quite cognizant of, and dedicated to, cybersecurity and privacy. Our practices align to the NIST Cybersecurity Framework.
Resolution-ONE’s proprietary ticketing system integrates or can be integrated with other vendors’ solutions, including:
We maintain full capabilities to provide service for chat bot, text messaging, Rapid Response outbound campaigns, and/or robocalls.
The Resolution-ONE leadership team, who are prior military, law enforcement, and current cybersecurity professionals, take security very seriously and have a thorough understanding of the impact and repercussions of mishandled data on an organization within the physical and cyber domains. The management team and operations supervisors routinely audit case files as part of their duties to ensure that no sensitive data is in places it should not be.
Data security controls include strong encryption and restrictive access controls for authentication. In addition to technical controls, there is a focus on process, procedures, and training to ensure client data is gathered and processed in a secure manner.
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