Strolid & Frontline Group Redefine Contact Centers with Virtual CX

In a move that blends empathy, intelligence, and execution, Frontline Group has entered into a strategic alliance with Strolid to bring vCons (Virtualized Conversations) into the modern contact center. This new data standard for call intelligence is set to transform how conversations are captured, analyzed, and operationalized without losing the human touch.

At the core of this collaboration lies a shared vision: AI should serve people, not replace them. The partnership is led by Frontline Group CEO Jill Blankenship and Strolid CTO Thomas McCarthy-Howe, co-author of the IETF’s vCon Internet-Draft. Together, they are setting a new benchmark for customer engagement, enabling contact centers, including those supporting at-risk communities, to capture every interaction as structured, AI-ready insight.

“Technology should amplify humanity, not replace it,” said Jill Blankenship, founder and CEO of Frontline Group. “With vCons, our agents gain perfect recall. Every interaction becomes actionable, transparent, and transformational.”

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Turning Conversations Into Intelligence

Unlike traditional tech integrations, this collaboration represents the convergence of two mission-driven companies. Frontline, a 400-person team generating $25M annually, has built a trusted reputation for delivering people-first support across healthcare, finance, and public service. Strolid complements this with its vCon Conserver platform, providing a secure and scalable infrastructure to operationalize empathy at speed.

The rollout begins with Frontline’s BPO operations, including its Frontline Connect platform. This ensures that conversations across voice, SMS, chat, and email are instantly structured, secure, and searchable. Beyond internal use, vCons will soon power pilots with 211 contact centers across the U.S., turning crisis calls into real-time, actionable intelligence. With 32 people dialing 211 every minute, the need for smarter systems is both urgent and undeniable.

Thomas McCarthy-Howe, CTO of Strolid and vCon author, said, "When we see our technology helping organizations transform crisis conversations into community intelligence that saves lives and connects people to essential services, we're reminded that meaningful connections, whether in automotive retail or social services, are what drive lasting business success. vCons don't replace the human element; they amplify it by giving Frontline's partners superhuman memory to spot patterns in chaos and respond with unprecedented precision. When embedded in a mission-driven partner like Frontline, you don't just see innovation. You see outcomes."

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Building Trust and Driving Outcomes

The introduction of vCons aligns seamlessly with Frontline’s mission of redefining care through clarity, speed, and human connection. This deployment strengthens Frontline’s AI-enhanced, human-first positioning while integrating with major platforms like NICE, Microsoft, and Zoom.

The speed of deployment is also noteworthy. Frontline is already scaling internal use cases reducing onboarding time, guiding agents in real time, and enhancing reporting accuracy through SCITT-verified dashboards.

From Vision to Reality

This initiative is not a distant vision it is already in motion. Synthetic data models are already in use, with pilot programs involving 211s set to launch this quarter. For public-sector contact centers, vCons represent a practical infrastructure upgrade, not a test experiment.

“We’re not chasing trends,” Blankenship added. “We’re building the care model the future requires, faster, smarter, more human. With vCons, we don’t just answer calls, we remember people. And we respond better every time.”

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