Omnichannel contact center that routes on skill, not luck
Voice, SMS, email, web chat and social in one agent workspace, with skills-based routing, live supervisor tooling, quality management and analytics that connect handling behaviour to business outcomes.
Live queue snapshot
The tooling supervisors and agents actually use
Contact centre software fails when it is designed for the buyer rather than the person wearing the headset eight hours a day.
Skills-based omnichannel routing
Route by skill, language, customer value, prior agent relationship or any CRM attribute, consistently across voice, chat, SMS, email and social.
Unified agent workspace
One browser tab containing every channel, full customer history, CRM context and the knowledge base — instead of six windows and a lot of alt-tabbing.
Quality management and coaching
Automated call scoring, evaluation forms, calibration workflows and targeted coaching queues so quality reviews change behaviour instead of filling a spreadsheet.
Real-time and historical analytics
Live wallboards, queue metrics and agent state alongside historical reporting that ties handle time and first-contact resolution to CSAT and revenue.
CRM and helpdesk integration
Deep integration with Salesforce, HubSpot, Dynamics 365, Zendesk and ServiceNow — screen pop on answer, automatic activity logging, and click-to-dial from any record.
Self-service IVR and callbacks
Visual IVR design with speech recognition, plus queue callback so customers keep their place without holding — the single most reliable way to cut abandonment.
Better routing changes the numbers that matter
Most contact centres are not short of agents; they are short of the routing intelligence to put the right call in front of the right agent quickly. Fixing that improves abandonment, first-contact resolution and agent retention at the same time.
- Queue callback removes hold time as a driver of abandonment
- Skills-based routing raises first-contact resolution and reduces transfer rates
- Screen pop with full history removes 20–40 seconds of verification from every call
- Live supervisor visibility means intervention during the shift, not analysis afterwards
- Seasonal scaling by seat, so peak staffing is not an annual capacity project
Lower abandonment
Callback and smarter routing typically cut abandonment by around a fifth.
Shorter handle time
Screen pop and unified context remove repeated verification steps.
Better retention
Fewer mis-routed calls means less agent frustration and lower attrition.
Compliance built in
PCI pause/resume, consent capture and immutable audit logging.
Deployment in four phases
Typical 50–200 seat deployments go live within 30 days.
Operational discovery
We map queues, skills, escalation paths, opening hours, compliance obligations and the integrations your agents depend on day to day.
Configure and integrate
Routing logic, IVR flows, evaluation forms and CRM integrations are built in your tenant, with your real data in a sandbox for testing.
Pilot and train
A pilot team runs live traffic for one to two weeks. Supervisors are trained on the live tooling, and routing is tuned against real queue behaviour.
Rollout and optimise
Remaining teams migrate in cohorts, followed by 30 days of hypercare and a formal optimisation review against your baseline metrics.
What the platform handles
Every channel routes through the same engine, so a customer's history follows them regardless of how they reach you.
| Channel or capability | Availability | Notes |
|---|---|---|
| Inbound and outbound voice | All tiers | Skills-based routing, callback, whisper and barge |
| Web chat | All tiers | Proactive triggers, co-browse on Enterprise |
| SMS and MMS | Professional+ | Two-way threaded conversations tied to customer records |
| Professional+ | Threaded, SLA-tracked, routed on the same skill model | |
| WhatsApp and social | Enterprise | WhatsApp Business, Facebook Messenger, Instagram DM |
| Predictive and progressive dialling | Enterprise | With compliance guardrails and abandon-rate control |
| Workforce management | Enterprise | Forecasting, scheduling and adherence tracking |
| Speech and sentiment analytics | Enterprise | Transcription, keyword spotting, sentiment trend reporting |
Channels can be enabled individually; you are not required to buy the full suite to add one capability.
Per-agent pricing, billed monthly
Concurrent-seat licensing available for operations running multiple shifts across time zones.
- Inbound and outbound voice
- Skills-based routing
- IVR and queue callback
- Call recording
- Real-time wallboards
- 24/7 NOC support
- Everything in Voice
- Web chat, SMS and email
- Unified agent workspace
- CRM screen pop and activity logging
- Quality management and scorecards
- Historical analytics suite
- Everything in Omnichannel
- WhatsApp and social channels
- Predictive and progressive dialling
- Workforce management suite
- Speech and sentiment analytics
- PCI, HIPAA and data residency controls
- Named customer success engineer
All prices are illustrative USD list rates excluding local taxes and regulatory fees. Committed-volume and multi-year agreements are quoted individually — request a tailored quote.
Contact center questions, answered plainly
Still unsure? Our voice architects answer technical questions directly — no gatekeeping through sales.
A 50–200 seat deployment typically goes live within 30 days from kickoff. The variable is rarely the technology — it is how quickly routing logic and compliance requirements can be agreed internally.
Larger and multi-site operations usually run 8–12 weeks with cohort-based migration, so no single cutover carries the whole risk.
Yes, and most of our customers now run hybrid. The agent workspace is browser-based and needs no VPN; supervisors get identical visibility whether an agent is in the building or at home.
The practical requirements are a stable connection of around 1 Mbps per agent and a decent headset. We provide a pre-flight network test agents can run themselves before a shift.
We have deep, supported integrations for Salesforce, HubSpot, Dynamics 365, Zendesk and ServiceNow, covering screen pop, click-to-dial and automatic activity logging.
For other systems there is a REST API and webhook framework. In practice most bespoke integrations are working within a few days, and our team will build the first one with you.
When wait time exceeds a threshold you set, callers are offered the option to hang up while keeping their position. The system calls them back when an agent becomes available, connecting the agent first so the customer is never held again.
It is consistently the single most effective change available for abandonment rates, and it also flattens the peaks that drive agent stress.
PCI pause and resume on recording, consent capture with configurable retention, immutable audit logs of every recording access, and data residency pinning to EU, UK, US or APAC.
For outbound, the dialler enforces calling-window rules, abandon-rate limits and do-not-call list checks at the point of dial rather than as an after-the-fact report.
We rebuild them in the visual designer rather than importing them, which sounds like more work but almost always produces a better result — most legacy IVRs carry a decade of accumulated branches nobody uses.
During discovery we map your existing flow, identify the paths that carry real traffic, and rebuild deliberately. You review and approve before anything goes live.
See your queues modelled in a live tenant
Book a demo and we will configure one of your real queues — skills, overflow, opening hours and all — so you are evaluating the platform against your operation rather than a generic script.
30-day trial · 500 free minutes · No credit card required