US SaaS platform
Human-Led97%
CSAT on complex product support
Advanced SaaS, eCommerce and website issues resolved in under 16 minutes, with the Trinidad team leading the metric charge across the client's four delivery countries.
AI-run customer operations · Port of Spain · Nearshore to North America
DirecOne designs and runs customer operations where AI takes the first contact and trained people take the judgment calls. Twenty-six years on the floor, a 350-seat site in Trinidad and Tobago, and one question we ask before any tool: where does a person belong in this conversation?
Blue
AI handles the contact
Amber
A person takes the handover
Both
Designed, run and measured by DirecOne
Trusted across 26 years by
The point of view
We are not a call centre that added a chatbot. We are operators who decide where AI belongs in a customer conversation, and where it does not.
01 · Design
Consult before you configure.
We map your contact types, decide which setting each belongs in (AI-Run, AI-Assisted, Human-Led) and choose the tools to fit. Best available platforms, no house software to sell you.
02 · Run
One floor, both layers.
AI agents, live agents, supervisors and QA in one operation with one accountable team. The handover is engineered and rehearsed, not left to a fallback rule.
03 · Measure
Every interaction, not a sample.
100% scoring, weekly KPI packs, and a standing review of which contacts should move between settings as the AI and the team both learn.
DirecOne Relay
One operation.
Three settings.
AI-RunAI-AssistedHuman-Led
AI answers first.
Voice and chat agents take the contact, resolve the routine and the repetitive, and close the loop. A trained person is one handover away, and the handover is a designed moment, not a fallback.
Best for: high-volume care, order status, appointment setting, first-line tech support, outbound qualification.
People lead. AI keeps up.
Your customer talks to a person from the first second. Beside that person sits real-time guidance, knowledge surfacing, auto-summaries and 100% interaction scoring, so the conversation is faster and the record is complete.
Best for: complex product support, retention, collections, regulated conversations.
Judgment, delivered by people.
Some conversations are the relationship. Sales, escalations, executive accounts and anything where the answer depends on reading a person. AI stays in the background: quality, coaching, forecasting.
Best for: B2B sales, key accounts, escalations, brand-critical moments.
What we run
Eight things we do, each tagged with the setting it usually runs in.
01AI-Run
AI voice and chat agents
First contact handled by AI on your channels, with a designed handover to a trained person for anything that needs judgment.
Read more →02AI-Assisted
Agent assist
Real-time guidance, knowledge surfacing and auto-summaries beside every person on the floor.
Read more →03AI-Assisted
QA and speech analytics
Every interaction scored, not a 2% sample. Sentiment, compliance flags and coaching queues built from the whole record.
Read more →04AI-Run
Workflow automation
Routing, reporting, after-call work and back-office tasks that no longer need a queue or a person.
Read more →05Human-Led
Customer care and technical support
Omnichannel programmes run end to end: voice, chat, email, social, SMS. Complex product support at 97% CSAT.
Read more →06Human-Led
Sales as a service
Outbound, inbound and retention sales with AI-qualified leads and people who close.
Read more →07Capacity
Incubation and capacity
Stand up your own nearshore operation inside ours. 150 seats ready now, 350 at capacity, your brand on the floor.
Read more →08People
Learning and training
Classroom, nursery and certification programmes. A 30-agent class recruited, screened and live in as little as two weeks.
Read more →Why Trinidad and Tobago
The nearshore alternative that is actually near.
Most “nearshore” pitches are twelve time zones and a language away. Port of Spain is a three-hour flight from Miami, English is the official language, and the working day overlaps yours in full. The big offshore operators built their scale for a world where every call needed a person. That world is ending, and scale is not the advantage it was.
3.3h
Flight time to Miami
≤1h
From US Eastern, year round (no DST here)
0
Recorded Category 2+ hurricane hits on Trinidad. We sit south of the belt.
99.99%
Uptime commitment: dual fibre, UPS, generator
26+
Years running contact operations
350
Seats on site, 150 ready today
2 wks
To a 30-agent class live on a pilot
~600
Seats delivered for other BPOs entering T&T
Proof
Outcomes, not adjectives.
Client names withheld by agreement. Every figure is from the client’s own reporting or written reference.
National telecom operator
Human-Led15 yrs
continuous partnership
Internet and IPTV helpdesk, prepaid care, retention and renewals, directory assistance and service-order centre, 2005 to 2021.
International bank
Human-Led3
territories dialled from one floor
Five years of lead generation so successful that head office approved expansion into two further Caribbean markets from the same team.
“The team from Trinidad & Tobago often leads the metric charge among the four countries we operate out of.”
“Based on their performance, reliability, and long-term commitment to our operational success, I confidently recommend DirecOne.”
“We have compared you to the best we have seen.”
For BPOs and enterprises entering the region
Bring your brand. Use our floor.
We have stood up close to 600 seats for other operators who wanted a Trinidad presence without a two-year build. Recruiting, training, facilities, compliance and the AI layer come with the floor; the brand on the wall is yours.
Incubation and capacity
Port of Spain · 350 seats · 150 available
Start here
Tell us which conversations you have, and we will tell you which setting each belongs in.
A direct conversation with operations leadership. Expect a view on scope, a pilot design and a timeline before the call ends.