Enterprise Connect Podcast | Technology Reseller News

“AI isn’t here to replace humans — it’s here to make customer service smarter, faster, and more efficient.” – Jill Blankenship, CEO, Frontline Group

In this special Enterprise Connect 2025 episode, Technology Reseller News publisher Doug Green sat down with Frontline Group CEO Jill Blankenship and CRO Matt Bramson to explore the company’s dual mission: delivering cutting-edge customer experience technology while keeping the human touch front and center.

Frontline’s Edge: A Foot in Both Worlds

Frontline isn’t just advising businesses on CCaaS — they’re living it daily through their own 350-seat contact center. This real-world expertise enables them to offer something unique: deployment strategies informed by frontline operations. That hybrid approach — combining software like NICE CXone and Zoom with agent services and consultative support — is what sets them apart.

AI That Supports Agents — Not Replaces Them

Rather than jumping on the “AI-first” bandwagon, Frontline brings a pragmatic view. AI is already embedded in their analytics, quality management, and workforce tools. Their focus? Using AI to empower agents, reduce repetitive calls, and improve both CSAT and agent retention. “We envision a future with AI-driven service,” said Bramson, “but customers still need human empathy.”

Resilient, Responsive, Ready

When a global company with nearly 10,000 agents lost its internal CX team overnight, Frontline stepped in — not in months, but in days. They deployed a full support team, onboarded agents, and stabilized operations fast. That kind of agility is made possible by deep platform expertise and decades of team experience.

Built for SMB & Mid-Market Success

Unlike traditional CCaaS vendors focused on large enterprises, Frontline tailors solutions for SMBs and mid-market firms in regulated industries like finance, healthcare, and government. Whether it's compliance, rapid onboarding, or integrating omnichannel AI solutions, Frontline helps these clients scale without sacrificing quality.

Looking Ahead: Human-Centered AI

Blankenship founded the company to solve real-world customer service challenges. Now, she’s leading it into a future where AI and human agents work in tandem. With a 98% client retention rate and a reputation for fast, flexible implementations, Frontline is poised to help more businesses navigate CX transformation in the AI age.

Learn more at frontline.group or connect with the team on LinkedIn. You can also meet them at Channel Partners in Las Vegas.