Leading Edge Connections

Leading Edge Connections (LEC) is a US-based contact center outsourcing and consulting firm that helps businesses reduce operational costs, scale customer support, and improve retention. With a physical presence across 38 states and delivery options that span on-site, fully remote, nearshore, and offshore, LEC gives companies a practical path to outsourcing without the typical tradeoffs in quality or control. Their 98% partner retention rate and an average cost reduction of 25 to 50 percent reflect outcomes that clients come back for. LEC operates on two tracks simultaneously. As an outsourcing provider and BPO company USA businesses turn to for contact center staffing, they deploy omnichannel support teams across voice, digital, and messaging channels. As a consulting firm, they go deeper, running full assessments of client contact center environments. Those assessments cover site and location strategy, AI and automation infrastructure, CRM integrations, workforce recruiting and training, KPI management, QA frameworks, regulatory compliance, and customer journey mapping. Few outsourcing partners do both at this level. Their proprietary L. E. C. Methodology shapes every engagement. The process starts with discovery sessions to map a company's specific challenges and goals, moves into a comprehensive operational assessment and strategy build, then transitions into hands-on implementation with a focus on long-term performance. It is a structured, repeatable approach that avoids the common consulting trap of delivering a report with no one to execute it. LEC was founded in 2018 by Eric Sims and Jon Juliano, two operators who spent over 20 years inside traditional BPO environments before deciding to build something different. They identified persistent gaps in talent development, technology adoption, and process rigor, and structured LEC specifically to address those weaknesses. Headquartered in Buffalo, New York, the company has since built out an ecosystem of AI automation tools and hyperautomation capabilities that sit alongside its call center USA delivery model. That combination makes LEC a viable partner for companies evaluating both tactical outsourcing needs and longer-term customer support transformation. Companies exploring back office support, customer support outsourcing, or a full-scale contact center buildout can book a consultation directly through the LEC website to walk through what a partnership would look like for their specific situation.