Your Customer Experience.
Never a Rented Call Floor.

Customer experience outsourcing means a partner handles your customer-facing interactions — inbound and outbound calls, email, live chat, and social — with trained agents, technology, and management on your behalf. Aureon is a U.S.-based customer experience and contact center outsourcing provider headquartered in West Des Moines, Iowa, delivering outsourced customer service, call center, help desk, and technical support for more than 40 years. Unlike a shared call center, Aureon assigns a dedicated team to your account so agents learn your products, systems, and standards.

A traditional call center sells you access to a shared pool of agents who handle several client accounts at once, following scripts because they have no room to learn any one business deeply. A dedicated CX team is assigned to your account only. The same agents show up every day, are trained on your products, systems, escalation paths, and tone, and are scored against your standards. The coverage can look identical on paper; what differs is agent knowledge, continuity, and whether anyone can tell you how your customers were actually treated.

Yes. Aureon's agents are Midwest-based with a neutral dialect and are trained to act as an extension of your business — not an offshore script reader. Your customers reach real people who understand your brand and can represent it professionally on every interaction.

Yes. Aureon handles inbound call answering and customer service, inbound sales support with cross-sell and up-sell, and outbound calling for follow-ups, outreach, and campaigns — alongside email, live chat, and social. The mix is scoped to your business during setup, so your dedicated agents focus on the interactions that matter most.

Yes. Many clients run a hybrid model where their internal team handles standard volume and Aureon covers nights, weekends, holidays, and peak spikes. Work-at-home agents on virtualization technology provide 24/7/365 coverage with built-in business continuity, so customers are answered even during an outage or a sudden surge in volume.

Aureon uses Automatic Call Distribution (ACD) and Interactive Voice Response (IVR) to route each contact to the right agent quickly and reduce hold times and transfers. Call recording, agent scoring, CSAT tracking, and reporting are included so quality is measured rather than assumed. Communications are encrypted with secure access controls and regular security updates, so you get enterprise-grade routing and security without purchasing or maintaining the platform yourself.

Pricing depends on the services selected, expected volume, channel mix, hours of coverage, and the level of agent training required. A dedicated team typically costs more per hour than a shared pool because the agents work only for you. Aureon conducts a discovery conversation to understand your current operation and goals, then builds a proposal scoped to your business — usually structured around per-agent, per-hour, or per-interaction models, delivering predictable monthly cost in place of the unpredictable expense of hiring and retaining an internal team.

Only if you want it to. Most engagements start as an extension of an existing team — covering after-hours, overflow, a specific channel, or a single product line — and expand from there. Others hand over customer-facing support entirely so internal staff can focus on higher-value work. Aureon scopes the model around what your business actually needs rather than a fixed package.