Company

About CONTACT.WORK

We build a contact center platform that brings calls, chats, AI agents, speech analytics, and reporting into one system, and we implement it for customers end to end ourselves. Since 2008, we have delivered more than 500 projects, and our team of 30+ specialists handles development, implementation, and support.

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2008year founded

500+projects delivered

30+specialists on staff

1 dayto launch in our cloud

What we do

Development, implementation, and support

We handle the full scope of work around the CONTACT.WORK platform, from initial setup to day-to-day support. One team runs every stage, so nothing about your project gets lost in a handoff.

DevelopmentWe extend the platform when standard features are not enough: new modules, integrations with your CRM, ERP, and website, AI workflows, and interfaces for agents and customers. We work in short iterations from discovery to launch, or we can assign developers to your team.→ImplementationWe launch your contact center end to end: we study your processes, set up telephony, IVR, and channels, connect your CRM and other systems, prepare servers and the network, and train agents and supervisors. Run the system in our cloud or on your own servers.→SupportWe stay with you after launch: tier 1 and tier 2 support for users and agents, updates and new features, and training for new hires. Your questions go to the specialists who implemented your system, so they don't bounce between departments.→

History

How we grew

2008First implementationsAsterisk and vTiger CRM as the first building blocks of a contact center.
2012Our first productA cross-platform C# application for auto dialing and B2C sales.
2015Our own connectorWe built our own Asterisk connector, with SuiteCRM as the web interface.
2023A new platformOmnichannel: calls, chats, email, and live chat in one interface.
2026AI agentsAI agents that answer faster using the knowledge base, AI models, and speech analytics.

Expertise

Our expertise

Open sourceProven open-source softwareLinux servers and clusters, corporate network infrastructure, private clouds, open-source AI models, Asterisk and FreeSWITCH telephony, PostgreSQL databases, and other open-source software for business. No license fees and no lock-in to a single vendor. We know these tools inside out and adapt them to each customer's needs.TelephonyAsterisk, FreeSWITCH, KamailioTelephony for inbound and outbound calls: carrier lines over SIP, T1, and GSM, IVR, call queues, an auto dialer, call recording, and a browser-based WebRTC softphone. We build everything from office phone systems to fault-tolerant clusters that handle thousands of concurrent calls, with load balancing, redundancy, and call quality monitoring.CommunicationsContact centers, portals, integrationsWe build the systems companies use to talk to customers and partners: contact centers for calls, chats, and email, customer and partner portals, customer service, and technical support desks. We have deep experience integrating with CRM, ERP, and other business applications through dedicated API and MCP connectors.

Team

Our team

You get a team of more than 30 full-time specialists with years of experience in digital communications.

DevelopersSoftware developmentBuild out the platform and customize it for each customer: feature modules, integrations with other systems, telephony connectors, reports, speech analytics, and AI agents.

Implementation specialistsLaunching solutionsConfigure the system around your processes: call queues and routing, IVR, outbound campaigns, agent workspaces, and permissions. They connect carriers, migrate data, and train users.

EngineersTechnical supportMonitor servers, telephony, and call quality, install updates, own backups and security, and work through customer tickets.

Since 2008, we have been looking for the best ways to sell to and support customers. Today's platform with AI agents is the third generation of our system, and we spent years refining each version together with the people who use it every day.

Pavel IvanovFounder, CONTACT.WORK

18 yearsin business

3platform generations

Q&A

Frequently asked questions

How long have you been in business?

Since 2008: 18 years and more than 500 customer communication projects.

Is the platform your own, or do you resell someone else's?

We built it ourselves on an open stack: Asterisk for telephony, PostgreSQL for data, Redis and NATS for events between services, Node.js microservices on the back end, a React web interface, and a WebRTC softphone that runs right in the browser. None of these components carry license fees, so the platform can also run on your servers, and we build customizations ourselves without depending on a third-party vendor.

Where does the platform run?

Wherever you run it – in our cloud, on your servers, or in a hybrid deployment – you get the same features.

Who will work on our project?

Our in-house team of 30+ specialists handles development, implementation, and support, with no subcontractors.

What kinds of companies work with you?

Everyone from small businesses to large enterprises and outsourced contact centers.

Solutions →

Can you customize the platform for our processes?

Our team builds customizations and integrations on the Pro and Maxi support plans.

Integrations →

How does support work?

Support comes from the same team that implemented your system. Coverage depends on your support plan, and the Pro and Maxi plans add weekends or 24/7 coverage.

Where do we start?

Book a demo and get a quote for the features you need – all on one page.

Demo and quote →

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Glossary

Terms on this page

Cloud deployment (cloud): The platform runs on the vendor's servers, and agents connect over the internet. Learn more →
CRM – customer relationship management: Where a company keeps its customers, deals, and full communication history. Learn more →
Connector: A prebuilt module that links the platform with telephony, a CRM, or another system. Learn more →
Speech analytics: The system analyzes recorded calls automatically: topics, script adherence, customer emotions. Learn more →
IVR (interactive voice response): A phone menu: the caller hears a greeting and picks the right department. Learn more →
Server cluster: A group of machines that share the load and back each other up. Learn more →
Call queue – callers waiting to be answered: Callers waiting for an available agent. Learn more →
WebRTC: Calls right from the browser, with nothing to install. Learn more →
Softphone: A phone app that runs on a computer or in a browser. Learn more →
ERP – enterprise resource planning: Orders, inventory, and finance in one system. Learn more →
SIP (Session Initiation Protocol): The protocol that sets up calls in IP telephony. Learn more →
Call recording: Calls are saved so they can be replayed and disputes settled. Learn more →
Fault tolerance: The system keeps running even if a server, disk, or network link fails. Learn more →
Contact center quality management: Calls and chats are scored against a scorecard to find mistakes and coach agents. Learn more →
Customer portal: A secure area of the website where customers track their requests. Learn more →
API (application programming interface): The way programs exchange data with each other without a person in the loop. Learn more →
MCP (Model Context Protocol): An open protocol that lets AI work with the data and actions of other systems. Learn more →
Backup: Data is regularly copied to a separate place so it can be restored if something goes wrong. Learn more →
Hybrid deployment: Part of the system runs on the company's servers, part in the vendor's cloud. Learn more →
BPO (business process outsourcing): Part of the company's work, such as customer service, is handed to an outside provider. Learn more →
Supervisor: Leads a team of agents: watches the queue and quality, helps and coaches. Learn more →
On-premises deployment: The system runs on the company's own servers, not in the vendor's cloud. Learn more →
Support tiers: A support tier: tier 1 handles common issues, tier 2 handles complex ones. Learn more →
Omnichannel customer service: All channels in one agent workspace, with the customer's full history alongside. Learn more →
Knowledge base: All answers, policies, and prices in one place – for agents and AI. Learn more →

Blog

Fresh from the blog

All articles →

Services · 7 min read Custom development of your contact center platform for your processes When contact center settings are not enough: integrations, modules, AI workflows. How to tell development from configuration and estimate the payback. Read the article → Management · 9 min read How many agents does your contact center need? Erlang C in plain English Calculate contact center staffing with Erlang C: workload, service level, shrinkage, and headcount by shift – all in one worked example. Read the article → Integrations · 7 min read CRM and phone system integration: what it does and how it works How to connect your phone system to your CRM: calls and recordings in the record, screen pop, click-to-call. What to decide first and how to check it works. Read the article →

Updated: November 10, 2026