Aucera

Aucera is a leading global provider of customer experience management and contact center solutions, proudly building on a legacy that began over 60 years ago as DialAmerica. 

Originally launched as a division of Time Inc., the company evolved into a powerhouse under the leadership of William J. Conway, Sr., becoming one of the most trusted names in the domestic call center industry. 

Today, Aucera delivers more than 100 million customer interactions annually through a global network of nearshore and offshore operations.

The company now serves a wide range of Fortune 500 brands. It supports customer engagement across multiple channels, including phone, email, chat, and social media. Thousands of dedicated employees bring every experience to life through a combination of deep industry knowledge, advanced technology, and a people-first approach.

The name Aucera reflects the company’s core mission: “Listen and grow.” This identity highlights Aucera’s commitment to understanding each client’s unique goals while fostering long-term business growth. It also represents a pledge to empower employees by supporting their personal and professional development.

Aucera remains grounded in decades of experience and guided by a forward-thinking mindset. It continuously focuses on delivering meaningful customer connections, operational excellence, and lasting value in an ever-changing global market.

Aucera delivers high-quality outsourcing solutions through a global network of domestic, nearshore, and offshore contact centers. The company supports its partners with 24/7 operations, scaling quickly to match business growth and customer demand. 

Aucera’s strength lies in its people, experienced service teams, and hands-on leadership who prioritize consistency, care, and performance in every interaction.

Each solution is tailored to align with client goals, combining operational expertise, advanced training, and cost-effective strategies. 

Aucera’s outsourcing model provides the flexibility to meet diverse budget and service requirements while maintaining a strong focus on customer satisfaction and measurable business outcomes.

Aucera is a leading provider of the following solutions: 

• Omnichannel CX
  • Omnichannel Strategy Development
  • Channel Integration
  • Customer Journey Mapping
  • Personalization at Scale
  • Real-Time Engagement
  • Measurement and Optimization

• AI Robotic & Process Automation
  • Speech Analytics
  • RPA Integrations
  • Insights for Informed Strategies
  • Workforce Gamification

• Data Analytics & Consulting
  • Data Collection & Integration
  • Predictive Analytics
  • Agent Performance Optimization
  • Real-Time Monitoring
  • Custom Reporting
  • Business Intelligence Advisory
    

• ThinSourcingSM
  

• FlexForceSM Workforce Optimization

Aucera also offers the following outsourcing services:

• Inbound Customer Experience
  • Customer Service & Care
  • Billing & Payment Support
  • First Party ARM
  • Claims Assistance
  • Proxy Voting Service
  • Multilingual & Bilingual Support
  • Omnichannel Solutions

• Outbound Customer Engagement
  • Sales/New Customer Acquisition
  • Lead Generation & Qualification
  • Proactive Customer Outreach
  • Loyalty & Retention
  • Re-Engagement & Win-Back Campaigns
  • Cross-sell & Upsell
  • Secret Shopper Support
  • Proxy Voting Services
  • Omnichannel Solutions

• Technical Support
  • Multichannel Technical Support
  • (Tiers I, II, III)
  • 24/7 Availability and Workforce Scheduling Geodiversity
  • Specialized Training for Rapid and Proactive Issue Resolution

• Licensed & Specialty Agents
  

• • Pre-Enrollment Services
  • Enrollment Services
  • (Licensed and Non-licensed Agents)
  • Member and Provider Services
  • Wellness Outreach/Gaps in Care
  • Welcome and Survey Calls
  • Annual Notice of Change (ANOC)/Retention Campaigns
  • Recovery and Collections

• Back Office
  • Data Management and Entry
  • Documentation and Record Keeping
  • Return Merchandise Authorization Support (RMA)
  • Order Processing (Order Fulfillment and Inventory Tracking)
  • Printing and Mail

Aucera’s pricing

Connect with Aucera’s expert team to explore tailored solutions and get detailed insights into its pricing structure.

Aucera sets itself apart by blending cutting-edge technology with a people-first mindset to deliver exceptional customer experiences. Every interaction is driven by purpose, backed by values, and tailored to fit each client’s goals.

Personalized CX, not templates

Aucera rejects one-size-fits-all strategies. Its team listens, learns, and builds custom solutions designed around each client’s unique business model and customer expectations.

Human connection meets technology

Aucera combines AI-powered tools with real human insight. It creates seamless, secure, and responsive interactions that adapt to evolving consumer needs across every channel.

Mission-driven approach

Aucera reimagines connection, focusing on performance, loyalty, and long-term growth. Clients benefit from results-based strategies that put the customer at the center of every touchpoint.

Employee-centered culture

Aucera invests in its people, prioritizing well-being, career growth, and diversity. This leads to more engaged teams who deliver at a consistently high standard.

Core values that drive performance

Accountability, unity, creativity, empathy, results, and analysis form the backbone of Aucera’s culture. These values guide every client partnership and fuel continuous improvement.

Through these strengths, Aucera builds long-term relationships, adapts quickly, and consistently delivers better, smarter, and safer customer experiences.

Christopher W. Conway (CEO)

Christopher has been the CEO of Aucera since October 2023. He brings over 20 years of experience and a deep understanding of operations, making him a driving force behind Aucera’s long-term success. He has been an essential figure in the company’s growth since 1993. 

Chris began his career in the Business Process Management Department and went on to lead teams in Financial Services, Membership Services, and Inbound & Interactive Services. 

His strategic insight and leadership earned him the role of Executive Vice President and CFO in 2010. Four years later, he was appointed CEO after serving as President and COO. 

Aucera stands as a prominent provider of contact center solutions based in the United States.

Although there are currently no published reviews for Aucera, it is recommended to compare its services, global reach, and capabilities against other international contact center providers to gain a broader perspective on its position in the industry.

Aucera’s main headquarters is located in:

N/A

Further, you may virtually reach out the company through the following contact information:

Website https://www.aucera.com

LinkedIn http://www.linkedin.com/company/dialamerica

Facebook https://www.facebook.com/dialamerica/

In addition, you may email them at socialmedia@dialamerica.com or call 800-701-3131.