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Deployment options

CONTACT.WORK hybrid deployment

Hybrid deployment splits the CONTACT.WORK platform into two parts. In a typical setup, telephony and call recording run on your company's hardware, while AI – AI agents and speech analytics – runs in our cloud, if your internal policies allow it. Employees use one interface and never notice the split. We agree on what runs where with your security team. Later, you can move the cloud parts to your own servers.

Get a quotePricing
0copies of recordingskept after transcription
$0spent on GPUsmodels run in our cloud
$0.06per AI agent minuteat low volume
$0.015per minute of analysislower at higher volume

Components

What runs where

Telephony on your sideThe phone system with your numbers runs on your company's hardware.
Recordings on your sideCalls stay on your disks, and you set the retention period.
Customer recordsYour customer database and all inquiries are stored alongside the telephony.
AI agents in our cloudVoice and chat AI agents run on our GPU servers.
Transcription in our cloudCalls are transcribed and graded on a QA scorecard, with no hardware to buy.
EncryptionEverything that travels between your server room and our cloud is encrypted.
Your callYour security team decides which data can be processed outside the company.
Move in stagesYou can move any cloud part in-house later.

Use cases

When companies choose hybrid

Three common situations where hybrid works better than either extreme.

You want AI, but GPUs are expensive

Your company keeps its calls in-house but wants AI now. Buying GPU hardware just for that is expensive, especially while call volume is low. With hybrid, voice agents and call scoring run in our cloud and you pay only for usage – the more minutes, the lower the rate per minute. When volume grows and your own GPU becomes the cheaper option, AI moves to your servers.

  • AI right away
  • Pay per minute
  • Move when it pays off
Example 1 of 3

If your policies or volumes change, we'll revisit the setup.

Architecture

How hybrid works

Connection

How the parts work together

Your hardware and our cloud are linked by a secure connection. An agent opens one platform: the call goes through your phone system, while AI assistant suggestions and call scoring come from the cloud.

  • Secure connection
  • One window
  • Suggestions from the cloud

Data

What goes to the cloud

Only what AI needs leaves your network: a call for transcription, chat text for an AI agent's reply. The recording is deleted after processing, and your recording storage stays in-house. Before we train models, we remove personal data from the calls.

  • Sent only for processing
  • Not stored in the cloud
  • Recordings stay with you

Billing

What you pay for

You buy the telephony hardware, so there's no hosting fee. AI is billed by usage – per minute or per conversation, with volume discounts. Support plans start at $180, and the platform itself costs nothing.

  • Your own hardware
  • AI billed per use
  • $0 for the platform
Recordings stay in-houseRecorded calls never leave your company.
AI on our sideModels run on our servers, so you don't need hardware for them.
One interfaceEmployees don't see which part runs where.
Flexible setupMove platform parts one at a time, when it suits you.

Launch

How we launch hybrid

  1. 01DataWith your security team, we define which data never leaves the company and what can be processed in the cloud.
  2. 02ArchitectureWe split modules between your server room and our cloud and document the data that will travel over the connection.
  3. 03ServersWe prepare your servers: install the operating system and set up the network and an encrypted connection to the cloud.
  4. 04InstallationWe deploy the platform on your side, connect lines and numbers, and turn on voice AI agents and call analysis in the cloud.
  5. 05PilotWe test calls, transcription, and suggestions with a small group of agents and check call scores against your expectations.
  6. 06Go-liveWe roll the platform out to all employees and, if needed, later move individual parts in either direction.

Comparison

Fully on-premises vs. hybrid

HybridYour hardware only
GPUs for AINot neededYou have to buy them
AI billingPer minute and per conversationNo per-minute fees
AI launchRight after setupAfter buying hardware
Link to the cloudEncrypted connectionNot needed
Connection lossAI is temporarily unavailableEverything keeps working
Best forLow to medium volumeHigh AI volume

Requirements

What you'll need

On your side
Phone system, recordings, customer database
In our cloud
Voice AI agents, call analysis
Connection
Secure link
AI billing
Per minute or per conversation
Your servers
Same as for on-premises
Price
$0 platform, AI by usage

Before you start

What to decide up front

What can't go to the cloud?Which customer data the law or your policies require to stay inside the company.
Which AI do you need?Voice AI agents, chat agents, call analysis – and for which lines and departments.
Do you need specific models?Whether your internal policies allow only certain AI models to process your data.
What's your call volume?How many minutes a month will go through AI – this sets the price of the cloud part.
Who runs your servers?Your admins, our team under contract, or both together – your choice.
Planning a move later?Whether you want to move AI to your own hardware later or, the other way around, everything to the cloud.

Q&A

Frequently asked questions

Which parts usually run on-site?

Telephony, recordings, and the customer database. What needs GPUs stays in the cloud: voice and text AI agents and speech recognition.

Do employees notice the split?

No. It's one platform, and calls, suggestions, and scores all appear in the same workspace.

Where can we put our hardware?

Wherever it suits you: an office server room, your own data center, or rented space at a third-party provider.

How do remote agents connect?

Through the office VPN. Once they're on the corporate network, the platform opens as if they were at an office computer.

VPN →

Who handles data backups?

We do. Backups of your on-site part are stored on your side, and setting them up and checking them is our job.

Can we bring data over from our old system?

You can: we handle data import and export on the Standard support plan and above.

Pricing →

Do recordings go to the cloud?

Only for transcription. The call is sent over an encrypted connection and deleted after processing, with no copies left. Everything is stored only on your side.

Encryption →

Which AI models run in the cloud?

We choose them for the task and your company's requirements, including models that meet your data rules. We keep a backup model in case of failure.

Connecting AI models →

How much does hybrid cost?

Costs fall into three parts. You buy the hardware for telephony and recordings, so there's no hosting. AI is billed by the price list: at low volume, a voice agent minute costs $0.06, analyzing a minute of conversation costs $0.015, and a text agent conversation costs $0.05; larger volumes cost less. Support follows your plan, and the simplest one is $180.

Pricing →

Can we move AI to our own servers later?

You can, once you have your own GPU. After the move, you no longer pay for AI minutes.

On your servers →

What if the cloud becomes unavailable?

Calls and recording keep working. While the connection is down, cloud features – AI suggestions and call scoring – are paused.

Who supports both parts?

Our team supports both the cloud part and the part on your side. Employees don't need to know which part runs where.

Can we switch fully to one mode?

You can go either way: move everything to your servers or everything to the cloud.

Will our security team approve hybrid?

We give them everything to review in advance: the platform architecture, the list of data that goes to the cloud, and a description of the connection.

Data security →

Glossary

Terms on this page

Cloud deployment (cloud)
The platform runs on the vendor's servers, and agents connect over the internet. Learn more →
Hybrid deployment
Part of the system runs on the company's servers, part in the vendor's cloud. Learn more →
Encryption
Encrypted data can't be read without the key. Learn more →
On-premises deployment
The system runs on the company's own servers, not in the vendor's cloud. Learn more →
Backup
Data is regularly copied to a separate place so it can be restored if something goes wrong. Learn more →
Call recording
Calls are saved so they can be replayed and disputes settled. Learn more →
Hosting
You rent a server from a provider instead of buying one. Learn more →
Speech analytics
The system analyzes recorded calls automatically: topics, script adherence, customer emotions. Learn more →
Customer record
The screen of customer data an agent sees during a conversation. Learn more →
Personal data
Anything that points to a specific person: a name, a number, a voice. Learn more →
Speech-to-text
Turns spoken conversation into text. Learn more →
Data center
A building with servers, backup power, cooling, and network links. Learn more →
VPN
An encrypted tunnel from the internet into an internal network. Learn more →

More

More on deployment options

Deployment options Cloud, your own server room, or hybrid: how the deployment options differ. Learn more Cloud Go live in a day, servers in the US and the UK, and we handle the upkeep. Learn more On your servers Your own server room: customer calls and messages stay inside your company. Learn more Data security Call storage, employee permissions, and documents for your reviewers. Learn more

Blog

Fresh from the blog

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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 →

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