FrontLogix | Beyond Customer Care

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Who We Are

An innovative, next-generation CX outsourcing that streamlines customer engagement and delivers remarkable results at lower costs.


About FrontLogix

From the creators of industry-leading workforce management solution and one of the top 50 BPOs in the US, FrontLogix is an innovative, next-generation customer experience (CX) BPO.

As the result of decades of contact center experience, first as a BPO and then as a provider of sophisticated software solutions aimed at optimizing operational efficiencies, FrontLogix is a boutique CX BPO that provides personalized customer service solutions specifically tailored to client’s needs that drive outstanding results at a lower cost.

About FrontLogix

From the creators of industry-leading workforce management solution and one of the top 50 BPOs in the US, FrontLogix is an innovative, next-generation customer experience (CX) BPO.

As the result of decades of contact center experience, first as a BPO and then as a provider of sophisticated software solutions aimed at optimizing operational efficiencies, FrontLogix is a boutique CX BPO that provides personalized customer service solutions specifically tailored to client’s needs that drive outstanding results at a lower cost.

Our History

The Evolution of FrontLogix - A Synthesis of BPO Expertise and WFM Innovation

FrontLogix is rooted in a two-decade legacy of excellence in Business Process Outsourcing (BPO) and Workforce Management (WFM) software innovation. At its core, FrontLogix is a BPO company built around WFM principles.

Our visionary founder, Chuck Ciarlo’s first venture was a full-service direct marketing company. His entrepreneurial spirit further led him to establish 800 Direct, a BPO company renowned for delivering 24/7 contact center and customer relationship management services to Fortune 500 companies.

In 2002, Chuck founded Monet Software Inc., the industry’s first cloud-based workforce optimization solution for the contact center industry. Monet rapidly evolved into a worldwide provider for contact centers of all sizes, delivering a unified cloud-based suite that automated workforce management, call recording, quality assurance, agent analytics, and more.

Monet’s proven success led to its acquisition by industry titan Verint Systems (NASDAQ: VRNT) in 2019, now bearing the name Verint WFM Professional, where Mr. Ciarlo handled the day-to-day operations of Monet till his exit in 2022.

It is exactly this profound understanding and experience in the BPO and contact center sector that ultimately led to the establishment of FrontLogix in 2022 – a Next Gen CX BPO, built around WFM principles.
A photograph of Charles "Chuck" Ciarlo

“This unique combination forms FrontLogix’s backbone, offering our clients an in-depth understanding of their needs, backed by proven industry methodologies and cutting-edge technology.”

– Charles “Chuck” Ciarlo

Our History

The Evolution of FrontLogix - A Synthesis of BPO Expertise and WFM Innovation

FrontLogix is rooted in a two-decade legacy of excellence in Business Process Outsourcing (BPO) and Workforce Management (WFM) software innovation. At its core, FrontLogix is a BPO company built around WFM principles.

Our visionary founder, Chuck Ciarlo’s first venture was a full-service direct marketing company. His entrepreneurial spirit further led him to establish 800 Direct, a BPO company renowned for delivering 24/7 contact center and customer relationship management services to Fortune 500 companies.

In 2002, Chuck founded Monet Software Inc., the industry’s first cloud-based workforce optimization solution for the contact center industry. Monet rapidly evolved into a worldwide provider for contact centers of all sizes, delivering a unified cloud-based suite that automated workforce management, call recording, quality assurance, agent analytics, and more.

Monet’s proven success led to its acquisition by industry titan Verint Systems (NASDAQ: VRNT) in 2019, now bearing the name Verint WFM Professional, where Mr. Ciarlo handled the day-to-day operations of Monet till his exit in 2022.

A photograph of Charles "Chuck" Ciarlo

"This unique combination forms FrontLogix's backbone, offering our clients an in-depth understanding of their needs, backed by proven industry methodologies and cutting-edge technology."

- Charles "Chuck" Ciarlo

It is exactly this profound understanding and experience in the BPO and contact center sector that ultimately led to the establishment of FrontLogix in 2022 – a Next Gen CX BPO, built around WFM principles.

Our History

The Evolution of FrontLogix - A Synthesis of BPO Expertise and WFM Innovation

FrontLogix is rooted in a two-decade legacy of excellence in Business Process Outsourcing (BPO) and Workforce Management (WFM) software innovation. At its core, FrontLogix is a BPO company built around WFM principles.

Our visionary founder, Chuck Ciarlo’s first venture was a full-service direct marketing company. His entrepreneurial spirit further led him to establish 800 Direct, a BPO company renowned for delivering 24/7 contact center and customer relationship management services to Fortune 500 companies.

In 2002, Chuck founded Monet Software Inc., the industry’s first cloud-based workforce optimization solution for the contact center industry. Monet rapidly evolved into a worldwide provider for contact centers of all sizes, delivering a unified cloud-based suite that automated workforce management, call recording, quality assurance, agent analytics, and more.

Monet’s proven success led to its acquisition by industry titan Verint Systems (NASDAQ: VRNT) in 2019, now bearing the name Verint WFM Professional, where Mr. Ciarlo handled the day-to-day operations of Monet till his exit in 2022.

A photograph of Charles "Chuck" Ciarlo

"This unique combination forms FrontLogix's backbone, offering our clients an in-depth understanding of their needs, backed by proven industry methodologies and cutting-edge technology."

- Charles "Chuck" Ciarlo

It is exactly this profound understanding and experience in the BPO and contact center sector that ultimately led to the establishment of FrontLogix in 2022 – a Next Gen CX BPO, built around WFM principles.
People at work in the office

Our Mission and Vision

FrontLogix was founded with a single mission: to be the most successful, creative, and ground-breaking customer care service provider! We approach each of our clients with fresh eyes to develop unique strategies aligned with their needs. We transform customer engagement into customer loyalty and increase customer lifetime value. FrontLogix is not just another customer service provider; we are a unified front that listens, responds, and resolves key issues.

Our Mission and Vision

People at work in the office
FrontLogix was founded with a single mission: to be the most successful, creative, and ground-breaking customer care service provider! We approach each of our clients with fresh eyes to develop unique strategies aligned with their needs. We transform customer engagement into customer loyalty and increase customer lifetime value. FrontLogix is not just another customer service provider; we are a unified front that listens, responds, and resolves key issues.

Our Solutions

We offer personalized solutions to build stronger customer relationships, increase sales, and improve retention rates. We work with you to develop strategies that drive customer engagement and loyalty. We’ll help make the most of your customer data to create new customer experiences and optimize your business processes. Better customer service means more satisfied customers, saving you time and money!

Answering your call with a smile

Our Solutions

We offer personalized solutions to build stronger customer relationships, increase sales, and improve retention rates. We work with you to develop strategies that drive customer engagement and loyalty. We’ll help make the most of your customer data to create new customer experiences and optimize your business processes. Better customer service means more satisfied customers, saving you time and money!

Answering your call with a smile

Our promise in numbers

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Support
0 %
Satisfaction
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AVAILABILITY
0 +%
CSAT Score

65% of customers will abandon a brand if the customer care is inadequate, not knowledgeable, or unavailable. We promise our CX Specialists will always understand your customers’ needs, never abandon your brand, and exceed expectations.

We use the latest technology and proven solutions combined with trained and experienced customer care representatives.

We prove you can have a 100% success rate while showing compassion, care, and understanding.

Your dedicated team of our Customer Experience Specialists is always here for you and your customers. They are ready and waiting whenever your potential or existing customers need them, regardless of time zone, business hours, or communications channels.

We understand customers have all sorts of queries. We anticipate their questions and always provide quality resolutions. We’ll not only help your customers, but we’ll make them feel appreciated, heard, and motivated to love your brand even more.

Customers hate being on hold. They want their issues resolved. We’re here to do precisely that – thoroughly help your customers in seconds!

Our customer service representatives will know you, learn about your business and anticipate your needs. They’ll work with customers to identify root causes, communicate clear timelines, and provide comprehensive solutions.

Your average customer uses at least three devices for communication and wants a seamless shift  between all of them. Friction-free transition is the foundation of our next-generation customer experience across all channels: Email, Chat, SMS, Social Media, and In-App Messaging.

Our CX Specialists will learn everything about your business, offers, customers, competition, strengths, and weaknesses. They are highly educated and trained to listen to your customers, understand their questions, and provide appropriate solutions to keep them happy.

We at FrontLogix firmly believe that served customers are satisfied customers. Every situation has an ideal solution, and we are here to provide it.

FrontLogix only succeeds when you do. We identify global and local trends, master emerging technology, and empower our employees to provide the most relevant ideas and approaches.

Yes, smartphones are ubiquitous. Customers are digital, engaging with multiple apps and using self-checkout, self-payment, and voice commands. But if something goes wrong, we want to hear a human’s voice on the other side of the line. Technology is a powerful enabler, but we believe humans help humans best. That’s why FrontLogix believes in automated experiences utilizing both technology and human.

What We’ll Deliver

Improved Customer Retention, High CLV, Repeat Sales, Improved GM, Improved Churn Rate

97+%

Renewal Rate

50+%

NPS

92+%

Customer Effort Score (CES)

100%

Call Quality

What We’ll Deliver

Improved Customer Retention, High CLV, Repeat Sales, Improved GM, Improved Churn Rate

97+%

Renewal Rate

50+%

NPS

92+%

Customer Effort Score (CES)

100%

Call Quality

Remote, Flexible, Sustainable, Global

FrontLogix’s Work From Anywhere strategy aligns perfectly with the future of work. It’s more than a trend. It’s our philosophy – we now have a work “site” anywhere we want as long as we have the right people on board. This cloud-based global “office” delivers perfectly for both clients and employees.

No longer limited by physical sites, we’re expanding everywhere!

The Work From Anywhere model allows us to cover more languages and client-friendly time zones. Focusing on security and transparency results in superior management, high-quality results, and more productivity. Additionally, it’s easier and faster to find, recruit, hire, and onboard agents from an expanded talent pool.

Women talking on phone
Programmer working on multiple screens
Mother and daughter looking at screen
Black man smiling while working on lap top

Why North Macedonia?

Located in Southeastern Europe, North Macedonia is growing to be one of the best outsourcing destinations globally for many reasons:

Education

N. Macedonia is home to a large number of intelligent, well-educated, well-trained, and hard-working young people. Many people have bachelor's degrees (in communications, human resources, customer service, or something similar), and many more have post-graduate and even Ph.D. degrees.

Fluency in English

English has been recognized as an obligatory second language in all educational programs in N. Macedonia, and a large percentage of the population is fluent in the language. Furthermore, many young people in N. Macedonia speak at least three languages, can type sixty words per minute (far faster than the global average), and have diverse knowledge and interests.

Location

Despite its small size North Macedonia has two international airports, excellent links to the rest of the globe, and is within driving distance of numerous EU countries. It's also bright and warm for most of the year, and it looks and feels a lot like California, minus the ocean, but with the awesomely great food, rich culture, and fascinating past and history.

People

Macedonians are incredibly polite, unbelievably compassionate, outrageously friendly, and always willing to help. This is ideal for providing an incredible customer experience through energetic, well-trained, educated, tech-savvy, and experienced agents who will always be there for you.

Technology

After participating in a high-tech project, North Macedonia became the first country to have complete access to a wireless broadband connection in 2006. People are tech-savvy and enjoy keeping up with technological advancements and trends.

Education

N. Macedonia is home to a large number of intelligent, well-educated, well-trained, and hard-working young people. Many people have bachelor's degrees (in communications, human resources, customer service, or something similar), and many more have post-graduate and even Ph.D. degrees.

Fluency in English

English has been recognized as an obligatory second language in all educational programs in N. Macedonia, and a large percentage of the population is fluent in the language. Furthermore, many young people in N. Macedonia speak at least three languages, can type sixty words per minute (far faster than the global average), and have diverse knowledge and interests.

People

Macedonians are incredibly polite, unbelievably compassionate, outrageously friendly, and always willing to help. This is ideal for providing an incredible customer experience through energetic, well-trained, educated, tech-savvy, and experienced agents who will always be there for you.

Technology

After participating in a high-tech project, North Macedonia became the first country to have complete access to a wireless broadband connection in 2006. People are tech-savvy and enjoy keeping up with technological advancements and trends.

Location

Despite its small size North Macedonia has two international airports, excellent links to the rest of the globe, and is within driving distance of numerous EU countries. It's also bright and warm for most of the year, and it looks and feels a lot like California, minus the ocean, but with the awesomely great food, rich culture, and fascinating past and history.