Driven by Resources.

What we do is merely step one. It’s how we do what we do. We’re agile, nimble, quick on our feet and always hungry for opportunity for our clients. That means we either have what it takes to solve a problem or we’ll get what we need to get the job done. Here are some of our offerings. We’d love to learn how we can help you grow.


Beyond traditional.

We deliver best-in-class customer engagement solutions that take your customers through a progressive lifecycle, helping them achieve new levels of service and building loyalty with your brand. The difference between wins and losses is merely inches, so the customer experience can be the single most impactful differentiator to your business. Finding a partner who can deliver on this is where we set ourselves apart. As stewards of the customer journey, we pride ourselves on our approach to custom service offerings with Omnichannel engagement tools, building an exceptional customer experience by focusing first with the end in mind.

Best In Class Tools.

Each of our core service offerings are backed by the industry’s most recognized leaders in advanced technologies. With Genesys omni-channel solutions, we’re equipped to take your customer engagement strategy to the next level. Combined with our development and integration teams, our solutions conveniently allow our clients to offer additional customer touch points with significantly less effort. Not only will we assist you to develop these channels for your desired contact strategy, we can integrate your existing platform(s) to create a consistent experience, regardless of where it happens.

Some of our solutions include:

  • IVR Self Service
  • Voice (Inbound and Outbound)
  • Chat
  • SMS
  • Email
  • Web Inquiry
  • Social Media
  • Back Office Workflow
  • Retail or Kiosk Contact Management
  • Agentless Outbound Messaging (Voice and SMS)

Our core service offerings, available in 7 different languages globally:



Acquiring new customers isn’t the real task at hand. We help you gain customers who fully understand, use and actively promote your product or service. That’s where our value comes in. When we engage with your business, we go all in—creating a customized strategy that turns your ideal customers into loyal fans. We leverage all the right communication tools, data analytics, dynamic scripting, multi-channel contact preferences and real time omnichannel including intelligent IVR’s and sales verification, all to systematically support an intuitive acquisition strategy. And we perform post sale follow up to maintain happy customers who will remain customers for the long haul and be your best marketing for future growth. But while our technology, processes and innovation lead the industry, it is truly our people that make a world of difference.

ERC’s Acquisition and Onboarding Services cover business to consumer and business to business projects and may include:

  • Market Research
  • Targeted Prospect List & Data Mining
  • Lead Generation
  • New Acquisition
  • Up-sell / Cross-sell
  • Winback
  • Fulfillment
  • Onboarding and Welcome Calls



You can expect a full immersion into the customer CX. It’s what we do all day, every day. Price and product or service are important but loyalty and retention are king. So we see every interaction as an opportunity to do more, but in a way that your customers want to interact. It goes back to custom strategies for every client, a multi-channel technology, robust self-service automation and the single most talented, committed and experienced workforce around the world. Our teams stay quick on their feet, conquering every facet of the customer experience lifecycle. And then we have actionable analytics, delivered by our black belt Performance Management Team.

When coupled with the industry’s most dynamic, experienced and insightful Client Services (CS) team, we don’t just talk the talk, we walk the talk. Whether its NPS, FCR, CSAT, Quality or a sudden spike in AHT, our PMT and CS teams work collaboratively to quickly identify data gaps, trends or customer feedback necessary to instantly inform, take action and resolve situations for our clients before our competitors even recognize the potential for an issue in the first place.

ERC’s Customer Care, Loyalty and Retention Services cover business to consumer and business to business projects, and may include:

  • Market Research
  • Business Optimization (via Data Analytics and Workforce Management)
  • Billing and General Inquiries
  • Troubleshooting and Problem Resolution
  • Ticketing Solutions
  • Dispatch Services
  • Claims Processing
  • Claims Authorization
  • Back Office Support
  • Loyalty and Winback
  • Retention Campaigns
  • Up-sell / Cross-sell
  • Large Scale Event Notifications
  • Fulfillment
  • Onboarding and Welcome Calls



We were at the top of our game. Then we took it steps higher. The acquisition of Laurus International meant more than global growth. The company was born from a technology incubator, internationally recognized for software development in the areas of virtualization, access control and ticketing solutions for large corporations. So we added tremendous technical support expertise and niche troubleshooting tools and processes. And with over 500 installations in 39 different countries, technical support became a core part of our DNA and runs deep within our core service offerings.

Whether we are supporting household or commercial mechanical or digital appliances, electronics, computer appliances, Software (both SaaS and On-Premise), network or ISP related services, ERC’s premium technical support teams are expertly trained, have access to the most innovative diagnostic and productivity tools and provide exceptional care to your end customer.

ERC’s Solutions Community is comprised of L2 and L3 certified premium technical support teams effectively organized around functional specialties and work collaboratively to tackle every challenge, constantly sharing best practices in a productive community. We haven’t met a problem we can’t solve.

Our Premium Technical Support Services cover business to consumer and business to business including Enterprise level projects, and may include LII and LIII remote troubleshooting and problem resolution with expertise in:

  • Virus Detection and Resolution
  • Windows Registry
  • Application Manager
  • Exchange / Outlook
  • Networking (Wired and Wireless)
  • Routers and Modem / Internet Configuration
  • Hardware and Software Installation
  • Help / Escalation Desk (including Ticketing System)
  • Claims Authorization (Whole Home Warranty) with Expertise in:
    • Household Electronic Devices
    • HVAC
    • Electricians
    • Plumbers
  • Back Office Support



Of course we’ve invested in the best technology out there. But the real key to our success is our people. They resolve an impressive number of accounts and save customers money, with a different kind of dialog. Whether we’re working First Party Pre Charge Offs on our clients’ behalf or Third Party, we have a way of converting yesterday’s customers into tomorrow’s loyal fans.



We don’t shy away from challenging accounts. Even more than that, we seek them out. That’s why we’ve become experts in Post Charge Off accounts, specializing in later stage accounts, secondary through warehouse. We’ve innovated a way to get that cash back with a combination of analytics, scoring, models and a completely different script. And we succeed with this formula across all the industries we serve.