Who are we?

CCD is a premier, full-service contact center organization with it’s headquarters located in Santiago, Dominican Republic. We offer high quality costumer support, sales, and technical support to our clients’ callers.

 

Why CCD?

From our most complex process to our most valued clients, CCD strives for excellence through adherence to global standards and certification.

 

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Why the dominican republic?

Contact Centers in the D.R. represents a major investment sector. Besides a brief 90-minute flight from the U.S., the country offers a competitive platform for operational costs in this particular industry. CCD has access to a strategic business location and a rich bilingual workforce throughout the Caribbean.

 

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Top notch

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Costumer Satisfaction
When you entrust us with your costumers, we take responsibility for your most valuable asset. Our agents and our interaction centers are an extension of you, your values, and your brand. At CCD, we believe extraordinary costumer experience happens at the intersection of passion, experience, and unwavering dedication to excellence. Our agents make strong emotional connection with costumers, acting as trusted advisors and consultants. They know how to listen to costumers and help them clarify their needs.

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Technological Capabilities
Technological Capabilities CCD’s automated call distributor (ACD) complex is based on multiple clustered redundant presentations of Asterisk􏰂s ATSS (Asterisk Telecommunication Software Suite). The underlying architecture consists of SuSE LINUX running Apache, MySQL, and PHP for the transaction layer. CCD utilizes Asterisk ASTGUI application suite for all programs specific requirements including scripting, call flow/call treatment, and call type distribution/termination. This platform is highly extensible and scalable making it an ideal architecture for the diverse programs CCD operates on behalf of its clients. Importantly, the architecture easily integrates with most commercial ACD platforms weather premise or cloud based. CCD has implemented its ACD complex in a dual-homed redundant arrangement across two Tier IV, N+2 North American data centers. Our data centers are located in Suwannee, Georgia and Tampa, Florida respectively. CCD also deploys a number of application specific servers at the center level for a variety of purposes including: backup and recovery, voice and screen recordings, emergency and disaster recovery, and program specific requirements.

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Legal Compliance
CCD employs a full time, in-house counsel overseeing all legal and regulatory compliance processes and all confidentiality contracts. Our Quality Control and Compliance committee is responsible for adherence to all applicable local, national, and international legal requirements. Since it was founded, CCD has had no investigations nor negative resolutions of any kind.

Company Overview

CCD is a Nearshore Leader in exceptional customer experience. We are an American owned and operated management firm, focused on customer solutions with the highest American standards in Nearshore today. An extension of our customers in a Nearshore Environment. Over two decades of experience has led us to understand that assimilating the Corporate American sense of urgency can be the most challenging achievement in Nearshore.

Executive team

Kalil Diaz

Kalil Diaz

CEO

Carlos Ziegenhirt

Carlos Ziegenhirt

CCO

Jose Ant Guzman

Jose Ant Guzman

VP HR

 

Luis Arocha

Luis Arocha

VP Performance Excellence

David Jenkins

David Jenkins

CTO

Why CCD?

Our slogan, “Practical Innovations Applied,” can be found at every level of our day-to-day business. From our most complex processes to our most valued clients, CCD strives for excellence through adherence to global standards and certification. Our rigorous recruitment platform gives us access to a highly competitive and talented agent pool, and our carefully selected supervisors and managers help CCD to outperform our competition. Currently, CCD is proud to be the top English/Spanish outbound sales partner for the largest cable provider in North America, having beaten out two-dozen competitors for this position.

Why the Dominican Republic?

Contact Centers in the Dominican Republic represents a major investment sector. Although a brief 90-minute flight from the U.S., the country offers a competitive platform for operational costs for Contact Centers. The Dominican government has recognized and invested in this development, providing funds for ESL programs as well as a BPO/Call Center Academy at the Parque Cibernético Santo Domingo. One of CCD’s infrastructures is located in Santiago, the country’s second largest city. Santiago is home to an economic Free Zone and the country’s top university system. This gives CCD access to a strategic business location and a competitive bilingual workforce. Located in a valley shielded by mountains, Santiago is protected from potential weather events that disrupt other locations throughout Latin America and the Caribbean.