Platform
Contact center telephony
CONTACT.WORK telephony brings all your contact center calls into one Asterisk-based platform. Call queues and the IVR route inbound calls, and the platform calls back missed callers automatically. The auto dialer places outbound calls and screens out answering machines. Agents need only the platform window and a headset. Customers call your number or click a button on your website. Run it on our servers or yours – no licenses to buy.
Calls46activeIn queue3waiting up to 40 sOutbound calls2 campaignsactiveCallback12 requestsin progressFeatures
Eight calling features
Rollout
How we launch your telephony
- 01AssessWe review your current call flow, numbers, and carriers to see where you are losing customers today.
- 02DesignWe design call queues, the IVR, and callbacks around your team structure, schedules, and shift coverage.
- 03ConnectWe connect your SIP trunks, and calls to your company numbers start reaching the platform – no number changes.
- 04Set up agentsWe create agents, groups, and extensions, set up their softphones, and test audio at every workstation.
- 05CRMWe set up the CRM integration so calls, recordings, and customer records get there without agents doing anything.
- 06Go liveWe bring teams online one at a time and use the first reports to adjust rules wherever customers wait too long.
Comparison
Separate services vs. one platform
| CONTACT.WORK | Separate services | |
|---|---|---|
| Setup | One set of rules for every call | Each service is configured separately |
| Agent workspace | One window with customer data right there | Several windows and apps |
| Reporting | Shared reports for all calls | Numbers spread across different dashboards |
| CRM | One integration for everything | A separate integration for each service |
| Support | One team | Several vendors |
| Cost | The platform is free – you pay for support | A subscription for every service |
Preparation
What to decide up front
Q&A
Frequently asked questions
What phone system is the platform built on?
Asterisk – an open-source PBX used by companies around the world. For very high call volumes, FreeSWITCH or Kamailio is placed in front of it.
Do we keep our company numbers?
Your numbers stay with your company and your carrier – the carrier just routes calls on those numbers to the platform.
Will our carrier work?
Any carrier that offers SIP connectivity will work. You can connect several carriers at once.
Do we need to buy phones for agents?
No – a headset plugged into the computer is enough. If your office already has SIP desk phones, we connect those too.
Are calls recorded?
All calls are recorded: inbound and outbound customer calls as well as internal calls between staff. Recordings appear in the customer's history and are analyzed by speech analytics. Since some US states require every participant's consent, you can add a recording announcement at the start of calls.
How does a manager see what's happening on the lines?
On the real-time monitoring screen: how many calls are waiting, which agents are on a call, and where a queue is building up. Daily and monthly results are in historical reports.
Can AI answer calls?
The voice AI consultant takes inbound calls, works through contact lists, and hands complex questions to a live agent.
Can we connect several offices?
All locations share one platform, the same call queues, and a single extension plan.
Do we have to switch CRMs?
No. Telephony connects through an API, so any CRM that has one will work.
Do we have to turn everything on at once?
No. Most companies start with call queues and callbacks, then add the auto dialer, the website call button, and the rest later on the same platform.
How much does telephony cost?
There's no charge for the platform. Call minutes are paid to your carrier, while setup and support come out of your support plan. Ask us for a quote.
Glossary
Terms on this page
- CRM – customer relationship management
- Where a company keeps its customers, deals, and full communication history. Learn more →
- Call queue – callers waiting to be answered
- Callers waiting for an available agent. Learn more →
- IVR (interactive voice response)
- A phone menu: the caller hears a greeting and picks the right department. Learn more →
- SIP (Session Initiation Protocol)
- The protocol that sets up calls in IP telephony. Learn more →
- Softphone
- A phone app that runs on a computer or in a browser. Learn more →
- Callback
- The customer doesn't wait on hold but asks for a callback – and gets one when an agent is free. Learn more →
- Cloud deployment (cloud)
- The platform runs on the vendor's servers, and agents connect over the internet. Learn more →
- SIP trunk
- A phone line from the carrier over the internet instead of a wire. Learn more →
- Customer record
- The screen of customer data an agent sees during a conversation. Learn more →
- API (application programming interface)
- The way programs exchange data with each other without a person in the loop. Learn more →
- Speech analytics
- The system analyzes recorded calls automatically: topics, script adherence, customer emotions. Learn more →
- On-premises deployment
- The system runs on the company's own servers, not in the vendor's cloud. Learn more →
- Answering machine detection (AMD)
- Tells whether a person or an answering machine picked up an outbound call. Learn more →
- Voicemail
- A recorded message when the person does not pick up. Learn more →
- IP PBX
- A company phone system that runs over the internet and your local network. Learn more →
- Call routing
- Rules the system uses to decide who gets a call. Learn more →
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