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Platform
CallsQueues and routingIVR (phone menu)Smart transferAuto dialerBrowser-based softphoneClick-to-call
Messaging and customer dataUnified inboxForm builderCustomer portalCustomer success platform
ManagementHistorical reportingReal-time monitoringShift scheduling
Deployment and securityIn our cloudOn your serversHybrid deploymentData security
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IndustriesRetailReal estateBanking and insuranceTravelHealthcareEducation
Customer serviceFAQ self-serviceOrder status without an agentAfter-hours coveragePeak days without overloadConversation quality assurance
SalesLead qualificationAppointment bookingRepeat salesLoyalty program
Outbound communicationPayment and overdue remindersNotifications and confirmationsPost-interaction survey
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For customersVoice AI consultantAI consultant in chat
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Integrations
CRM systemsSalesforceHubSpotDynamics CRMSAP CXZoho CRMPipedrive
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Language: English
Demo

Platform

One platform for every customer conversation

CONTACT.WORK gives your contact center everything it needs day to day: inbound calls and IVR, an auto dialer, callbacks for missed calls, a browser-based softphone, forms, reporting, shift scheduling, and real-time queue monitoring. The platform connects to your CRM and other business systems and runs in our cloud, on your servers, or in a hybrid setup. What sets it apart: licenses are free, the platform is fully customized to your processes, and every customer interaction – calls, chats, and email – lands in a single customer timeline.

Get a quotePricing

Calls

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Queues and routingA route for every call: a dedicated account manager for regular customers, even workload for agents, schedules, and callbacks at peak hours.Learn more →IVR (phone menu)Self-service answers without an agent, options tailored to each caller, and calls that reach agents along with the choices the caller made.Learn more →Missed-call callbackAn abandoned call becomes a callback request: an agent from the right queue calls back during allowed hours, with retries on your terms.Learn more →Auto dialerThe platform dials numbers from lists and new leads, screens out answering machines, and connects agents to the people who answer. Call outcomes are saved to your CRM.Learn more →Answering machine detectionTells a person apart from an answering machine, a voice assistant, or silence at the start of a call, drops the machines, and learns from your recordings.Learn more →Browser-based softphoneCalls right in the browser: a headset instead of a desk phone, the same setup in the office or at home, encrypted audio, and call recording.Learn more →Click-to-callA Call button on your pages and in your app: one click to reach an agent, over the internet, with no per-minute charges.Learn more →Smart transferWho to hand the issue to: colleagues' skills, status, and schedule. Direct or consultative transfer, calls and chats, and a transfer log.Learn more →

Messaging and customer data

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Unified inboxChats, email, and calls in one workspace: no lost inquiries, no customers repeating themselves, one team, and one summary report.Learn more →Form builderAgents log each call's outcome in a form, and managers get clear numbers: why customers call and how conversations end.Learn more →Customer portalCustomers check their requests, statuses, and past conversations on their own, and agents see the same information.Learn more →Customer success platformYour team and your customers work on the same requests, and managers see how each customer account is doing after the purchase.Learn more →

Management

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Historical reportingManagers see when calls are lost, who on the team is overloaded, and why customers leave without a result.Learn more →Real-time monitoringSupervisors spot a problem before customers start complaining and move people to where the queue is building up.Learn more →Shift schedulingExactly the headcount you need on the line every hour – and two specialists in the same skill taking time off on the same dates is never a surprise.Learn more →

Deployment and security

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In our cloudThe platform on our hardware in the US and the UK: go live in a day, work in the browser, and pay for hosting based on team size.Learn more →On your serversThe platform in your server room: conversations stay in-house, internal systems connect directly, and you go live in a week or less.Learn more →Hybrid deploymentTelephony and recordings on your servers, AI models in our cloud, one interface for your team.Learn more →Data securityStorage in our cloud or on your hardware, role-based access, encryption, scheduled backups, and documents before launch.Learn more →
$0for the platform itselfYou pay for support and hosting
1 dayto launch without your own hardwareYour own hardware – up to a week
3deployment optionsOur cloud, your network, or hybrid
30 minresponse timeHigher support plans

Q&A

Frequently asked questions

Do I have to turn on all modules at once?

No. You can turn modules on one at a time, and any module you add later works with the same data right away.

Can we deploy the platform on our own servers?

You can. It runs on your servers, on ours, or split between them. The features are the same in every setup.

Will the platform work for a large contact center?

It will. Four servers are enough for a team of up to 200 agents, and for larger teams we size the servers to the project.

How much does the platform cost?

The platform itself is free. You pay for technical support and, if you choose the cloud, for server hosting. Technical support starts at $180 a month; AI agent minutes are billed separately.

Can I try the platform before signing a contract?

We'll show it to you in a demo – using your own use cases and answering your questions.

Do we need to install software on our computers?

No. Everything works in the browser, including on a phone. There's no separate app.

How long does it take to launch?

In the cloud – 1 day; on your own servers – 2-7 days. Complex integrations and customizations to your processes add time.

Which channels can I connect?

Phone, SMS, email, web chat, WhatsApp, Facebook Messenger, Facebook comments and Lead Ads, Instagram, Telegram, and listing sites. Agents answer everything from one workspace.

Which CRMs does the platform work with?

Bitrix24, Kommo (amoCRM), Salesforce, Microsoft Dynamics 365, and other systems – prebuilt integrations are listed in the Integrations section. We connect any other software through the API.

Can we add AI agents?

You can. The AI assistant for employees and the voice and text AI consultants work inside the platform and see the same customer history.

Will you customize the platform to the way we work?

We will. We change the interface, business logic, and reports using hours from your support plan.

How fast do you respond to support tickets?

It depends on your plan: Start – 2 hours, Standard – 1 hour, Pro and Maxi – 30 minutes. Response time is counted in business hours: Monday-Friday, 9:00 AM-6:00 PM your local time.

See the platform with your own calls

In 30 minutes, we'll show how it would work for you: your channels, your volumes, your questions.

Get a quote

Blog

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 → Management · 7 min read Contact center workforce management: forecast, schedule, adherence How to plan contact center staffing: interval forecasts, Erlang C calculations, shrinkage, shift schedules, and intraday management. Read the article →