Leading Edge Connections

Leading Edge Connections (LEC) is a contact center and customer experience company that helps businesses outsource customer interactions and keep the customers they win. If you are looking for a BPO company USA buyers can scale with, LEC pairs hands-on call center teams with consulting, so you get both the people and a plan for how they should work. The company runs on-site programs from its Buffalo, NY base and adds remote, nearshore and offshore talent where the work calls for it. Support covers omnichannel customer service, and LEC builds its own AI automation tools and applications alongside the live teams, which makes it an AI-ready BPO for companies that want automation without losing the human side of customer support. LEC also sells contact center consulting. Its assessments look at site and location strategy, technology and infrastructure (AI, automation, omnichannel platforms and CRM integrations), recruiting, training and coaching, KPI management, quality assurance and compliance, and the full customer journey. The work follows the L. E. C. Methodology: Listen & Learn through deep discovery sessions, Evaluate & Engineer with a full assessment and a data-driven strategy, then Customize & Cultivate to put the changes in place and guide long-term results. LEC says it holds a 98% partner retention rate and reports an average cost reduction of 25-50% for the businesses it works with. It lists a presence in 38 states, which gives US companies a practical option for call center USA coverage and outsourcing that does not depend on a single location. The company was founded in 2018 by Eric Sims and Jon Juliano, who each spent more than 20 years in traditional BPO environments. They started LEC to close the gaps they saw in talent, technique and technology, then added consulting and hyperautomation as the industry changed. Its stated core values are transparency, empathy, collaboration, opportunity and a leading-edge mindset. If you want to move customer support or sales and retention calls out of house, or you want an outside team to audit the contact center you already run, LEC is worth a conversation. Get in touch to book a call or request a quote.