Frontline Group
Procurement partnerAbout
Frontline Group is an AI-enhanced, human-first customer experience (CX) and business process outsourcing (BPO) company founded by Jill Blankenship. It operates as a portfolio of brands including Frontline Call Center, Frontline Services, Ternio, and Frontline Connect, providing outsourced contact center staffing, technology implementation, managed services, and proprietary contact center software. The company serves SMBs, mid-market, and enterprise clients seeking to outsource or optimize custom...
Details
VenSearch Intelligence
Ideal Customer
- Frontline Group explicitly targets SMBs, mid-market companies, and enterprises, as stated in its 2025 executive announcement, though its boutique, consultative approach and BPO staffing flexibility make it particularly well-suited to small and mid-market companies seeking outsourced contact center support or CX platform implementation without large in-house IT teams.
- Companies in healthcare, telecom, and tech support with distributed or remote workforces benefit most from the Ternio mobile agent platform and the work-from-home BPO model.
Key Differentiators
- Frontline Group positions itself as an 'AI-enhanced, human-first' CX and BPO provider that is simultaneously a technology implementer, outsourced staffing operation, and software developer—an integrated full-circle model it claims competitors cannot match with siloed offerings.
- It touts over 1,200 successful implementations with a guaranteed go-live in 45 days or less, a claimed 100% customer satisfaction track record on implementations, and more than 75 software integrations.
Industries Served
- Frontline Group serves a range of industries through its call center, BPO, and technology services.
- Verticals explicitly called out include healthcare and medical (with HIPAA-compliant agents supporting appointment services, health plan and insurance support, and medical device support), telecom and ISP (fiber internet, VoIP, IPTV), hardware and software (tiered tech support and help desk), and online education.
Service Coverage
- Frontline Group operates primarily across the United States with a fully distributed, work-from-home workforce model.
- By 2010, the company had established a presence with employees spanning 16 states, and today its remote team operates in 20+ states.
Partnerships
- Frontline Group holds certified implementation partner status with NICE CXone, Five9, Zoom, and ConnexAI, and is also a certified reseller of NICE and ConnexAI.
- The company has strategic alliances with Microsoft and integrates with a broad ecosystem of platforms including Salesforce, HubSpot, Zendesk, Zoho, Microsoft Dynamics 365, NetSuite, RingCentral, Twilio, Oracle, Tableau, DocuSign, and others.
Company Size & Ownership
- Frontline Call Center was founded by Jill Blankenship in 2005, with Frontline Services added in 2013 and Frontline Management launched in 2018.
- Employee count estimates vary across sources, ranging from approximately 82 to 96 employees per Datanyze and Growjo, though the company's 2025 Inc. 5000 press release references 'over 400 employees' including alliance and partner network personnel.
Compliance & Certifications
- Frontline Group's call center division advertises HIPAA-compliant agents specifically trained for healthcare use cases including medical device support and health plan services.
- No publicly documented SOC 2, PCI-DSS, ISO 27001, or FedRAMP certifications were found for Frontline Group (frontline.group) itself.
Compiled from public sources by VenSearch · Last researched October 13, 2026
Offerings
7 offeringsCustom Application Development
Frontline Group develops bespoke contact center applications tailored to clients' specific operational needs, including custom CTI console integrations, database connectors for NICE CXone, API integrations, and workflow automation tools. Offerings include the Frontline Agent Console for Zendesk and a Database Connector supporting Oracle, SQL Server, MySQL, and other platforms. These custom solutions are designed to fill gaps that off-the-shelf software cannot address.
CX Platform Implementation Services
Frontline Group is a certified implementation partner for NICE, Five9, Zoom, and ConnexAI, providing structured rollout, change management, cross-team coordination, and end-user training for cloud-based contact center platforms. Implementations are designed to go live in as little as 45 days with a track record of 100% customer satisfaction. The service includes connectivity design, final testing, and post-launch managed support.
Frontline Call Center
Frontline Call Center is an outsourced contact center staffing service providing flexible, high-quality customer support across inbound and outbound communication channels including phone, live chat, and email. It operates with a work-from-home workforce model and serves clients across industries including healthcare and telecom. Agents are deployed on dedicated or blended staffing models tailored to each client's needs.
Frontline Connect
Frontline Connect is Frontline Group's proprietary contact center enablement platform that automates agent workflows, guides agents through scripted steps, and turns contact center insights into deployed workflow fixes. It provides a unified knowledge base, workflow design tools, and omnichannel support to improve agent efficiency and customer experience consistency. The platform is used within Frontline's own BPO operations and is also offered to external contact center clients.
Frontline Management
Frontline Management is a consultancy and fractional support service launched in 2018, offering fractional Human Resources, Finance Control Services, and Operations consulting. It is designed to help companies address pain points, get organized, and identify operational gaps without the cost of full-time executive hires. Services are tailored to SMBs and growing businesses seeking scalable leadership support.
Frontline Services
Frontline Services is a professional and managed services division offering implementation services, managed services, professional services, custom application development, and call center technology consulting. It helps businesses optimize contact center workflows, scheduling, and performance management. Services include CX platform integration, connectivity design, deployment, and ongoing operational support.
Ternio (TernioSwitch)
Ternio is a mobile software application that transforms any mobile device into a full-featured contact center terminal, enabling agents to operate from virtually anywhere. The TernioSwitch app integrates seamlessly with existing contact center platforms such as NICE CXone and RingCentral, extending the reach of traditional contact centers to remote and field-based workers. It is designed to increase efficiency and productivity for companies with distributed or mobile workforces.
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