We build, fix, modernize and run contact centers.

Call Center Power is an independent contact center consultancy and systems integrator, founded in 2015 and headquartered in Leesburg, Virginia. Four standalone practices, and no stake in which one you need. Our leadership team brings more than 30 years each in call center operations and outsourcing, and we have used it to rescue at-risk contracts, modernize aging platforms and turn struggling operations into centers of excellence.

BuildOutsourcing and BPO sourcing FixConsulting and staff augmentation ModernizeContact center technology RunManaged services
Company Facts

The details buyers and advisors ask for

Everything a procurement team, channel advisor or compliance reviewer needs in one place.

Founded
2015
Ownership
Privately heldOwner operated, no outside investors
Headquarters
Leesburg, Virginia43294 Fieldsview Court, VA 20176
Employees
30+
Delivery Coverage
AMER, EU, APAC24/7 follow the sun support
BPO Partner Network
250+ partnersVetted, matched and introduced
Channel Affiliations
Telarus, AVANTTechnology services distributors
Government Procurement
Carahsoft GSA ScheduleCompliant path for federal agencies
Why Independence Matters

We are not captive to any one answer

Most firms in this market can only recommend the thing they sell. That shapes the advice long before anyone looks at your data.

An outsourcing firm has one answer

Outsource. Often the right answer is to keep the captive center and turn it into a center of excellence. Often it is a hybrid, where the internal team handles the core and a BPO covers seasonality, surges, nights and weekends. We can recommend and deliver all three.

A BPO can only sell itself

We compare it against more than 250 others. Discovery and our marketplace narrow the field to the best two or three, we make the introductions, and you choose. We are not competing for the seat.

A platform vendor will not tell you to stay

We will, when staying is right. We implement and support Amazon Connect, Genesys Cloud CX, Zendesk and Zoom Contact Center, which means we do not need you to switch to any of them.

What We Do

Four standalone practices

Each one is a complete engagement on its own. Most clients start with one and grow into others.

Operational Consulting

Workforce management, quality assurance, training, recruiting, data and analytics, and performance optimization. The work that turns a struggling captive center into one worth keeping.

Explore consulting →

Outsourcing

Requirements, partner matching against more than 250 vetted BPOs, shortlist introductions and ongoing vendor management. You contract directly with the partner you choose.

Explore outsourcing →Find an outsourcing partner

Technology and CCaaS

Platform evaluation, implementation, migration and optimization across Amazon Connect, Genesys Cloud CX, Zendesk and Zoom Contact Center.

Explore technology →Get a technology evaluation

Managed Services

We run the platform for you. Incident response from 60 minutes on P1, release management, system optimization and strategic guidance across three service tiers.

Explore managed services →
Credentials

What we hold, what our people hold, what the platforms hold

Three different things that often get blurred together. Here they are kept separate, because a procurement team will ask.

Call Center Power holds

Company level partner designations, verifiable with each vendor.
  • AWS Advanced Tier Services Partner
  • AWS Service Delivery Partner, Amazon Connect
  • Amazon Connect Customer Delivery designation
  • Genesys certified partner
  • Zoom Agency Partner
  • Zendesk certified implementation partner
  • Available on the Carahsoft GSA Schedule
  • AWS Top Ambassador Award 2023

Our team holds

Individual certifications carried by the consultants and engineers who deliver the work.
  • All 19 AWS certifications across Professional, Specialty, Associate and Foundational
  • 6 Amazon Connect specialization badges
  • 31 Zoom accreditations across deployment, sales and support
  • Genesys Cloud CX: Architect, Developer, Scripting, Quality Management, Outbound, Workforce Management
  • CISSP, CCSP, CCSK cloud security
  • FinOps Certified Practitioner
  • PMP and Agile Product Owner

The platforms hold

Compliance that belongs to the technology we deploy, not to us. We architect within it.
  • Amazon Connect: FedRAMP authorized
  • Zoom Contact Center: SOC 2 Type II, HIPAA compliant
  • Zendesk: SOC 2, GDPR, HIPAA ready on eligible plans
  • Genesys Cloud CX: enterprise security and data residency controls
  • We design and operate inside HIPAA, PCI and FedRAMP environments on behalf of clients in healthcare, finance and government
Selected Clients

Organizations we have delivered for

Healthcare systems, federal agencies, financial institutions, retailers and technology companies.

Emory Healthcare NYU Langone Health UNC Health Toyota Connected Transportation Security Administration FDIC BlueCross BlueShield Mountain America Credit Union Capital Rx WellDyne HST Pathways Custom Ink WorldStrides Westgate Resorts Exclusive Resorts DTE Energy CPI Security TitleMax Constant Contact Deluxe
Start Here

Not sure which one you need?

Tell us what your contact center looks like today and what you are trying to fix. We will come back with an honest read on the answer, including when the answer is to change nothing.

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Doug Deker CEO
With over 30 years in Call Center Operations and Business Process Outsourcing, Doug specializes in optimizing operations as well as finding outsourcing partners across the globe. His extensive background includes executive roles in Fortune 500 companies and setting up call centers in over 20 countries.
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Dave Deker CRO
Dave, with a background in global sales and business development from companies like Scoop News Group and CQ Roll Call, excels in driving revenue growth. He is an expert in client relationships, marketing, and retention, enriched by his roles at 1105 Media and Access Intelligence.
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Brian Redden COO
Brian brings over 30 years of experience in managing extensive contact center operations across multiple sectors and has now joined us to lead Professional Services for Call Center Power's Enterprise Clients. His expertise spans captive in addition to outsourced operations in the US and Latin America.
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James Cammareri SVP, Channel Development
James is a senior business executive with over 30 years in customer experience, specializing in contact center operations and BPO management. He is known for driving results, building strong teams, and fostering lasting client relationships through innovative engagement strategies. Prior to Call Center Power, James held leadership roles at AmplifAI Solutions and COPC Inc.
"Toyota Connected has collaborated with Call Center Power for more than six years to provide a team of dedicated and experienced professionals to help us run our call center operation. CCP also supports evaluation of emerging technologies with a customer-centric process design. Our customers depend on us to be there in critical situations and embraces this challenge in their support of our mission. Doug and team are a joy to work with!"
Dan FisherCall Center Operations Director - Toyota Connected
"Thank you, Brian and team, for your partnership throughout the implementation. Your support and collaboration have been invaluable, and we appreciate all the hard work and dedication you have shown."
Ganesh PersadCorporate Director - Emory Healthcare
"Call Center Power is incredible at helping us define our needs and keeping us focused on goals that come from those needs. It is also amazing to work with a team that is flexible and can quickly make adjustments to those goals."
Martina Juarez-LopezOperations Director - University of Colorado at Denver
"In a short time, Call Center Power familiarized themselves with our business, listened to our needs, and created an engaging solution that resonated with the team. We are very lucky to partner with Call Center Power and wouldn’t hesitate to use them again for future needs."
Kate DesvenainDirector of Client Services - Academic Travel Abroad
"Call Center Power did an incredible job helping us to evaluate our operations, and delivered not just a set of cogent recommendations for improvement but also incredibly collaborative support in implementing sustainable change."
Duncan YoungCEO – Envision Experience
"The last 16 months have been full of learnings, challenges and excitement. Navigating the RFP process, Vendor Selection, Operational Improvement, Technology Implementation, to name a few — these undertakings have been monumental. Your partnership and support through it all has been highly valued and greatly appreciated. I know our paths will cross again in the future!"
Stephanie HoiriisAssistant Director - Emory Healthcare
"The team at Call Center Power have been incredibly helpful in providing guidance throughout the process and assisting our team in establishing new processes and making the needed changes to optimize our organization's call center."
Jenna HollowayVice President, Operations - Market Force Information
"Call Center Power provided our team valuable insight into our call center operations. They documented workflows and procedures and shared best practices that allowed us to understand where we needed to improve. Partnering with Call Center Power was a great experience!"
Alexandra WalkoDirector - New York University Langone Health
"Call Center Power quickly assessed our situation and identified an innovative solution to not only add experienced agents to our team but also curb costs. We could not have taken our call center operation to these new heights without Call Center Power.'
Edson OldsCalvert Education
"Our team is incredibly thankful for our partnership with Call Center Power. Lynx Central wouldn’t be where it is now without Call Center Power's support. It’s been a true pleasure, and I hope to stay connected for the future!"
Carrie JohnUniversity of Colorado Denver

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