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Services

Custom development for your contact center

With custom development, you get a system that does exactly what your business needs: a module takes over manual work, agents see data from different systems right next to the call, and managers see it in reports. When configuration isn't enough, our developers build a module, integration, report, role, AI workflow, or customer portal. There are no license fees: you pay for the hours of work under your support plan.

Get a quotePricing
500+integrations builtCRMs, accounting, websites, in-house systems
30+specialists on the teamDevelopers, implementation specialists, engineers
$0license fees for modulesWork billed in support plan hours
1window for agentsModules sit next to calls

What we build

What we can add

What we build most often for our customers.

IntegrationsWe connect your system or adapt an existing integration to your process: fields, deals, tasks.
Task-specific modulesWaitlists, meter readings, ad channel tracking, field technician dispatch, and other special tasks.
ReportsWe calculate by your methodology and combine CRM and accounting data in one report – for example, calls and sales.
New rolesWe create roles for your structure when the standard ones aren't enough: branches, agencies, projects.
AI workflowsWe build language models into your work: email sorting, suggested replies for agents, short summaries.
Customer portalWe tailor the portal to your customers and partners: orders, documents, statuses, permissions.
One workspaceWe embed calling in your systems, and windows and buttons from your systems in the agent workspace.
Marketing campaignsReceipt uploads, promo codes, giveaways, and collecting contacts from Reels – modules built for your campaigns.

Examples

What custom work solves

Tasks that come up in companies of every kind, and what you gain by solving them.

Customers send in data

Customers used to send meter readings, order numbers, or survey answers by chat and phone, and staff retyped everything into a spreadsheet. Now a module takes the data: the customer types it in a messaging app or says it aloud on a call, and it goes straight into your accounting system. Staff work with customers instead of copying numbers.

  • Messaging and voice
  • Straight into your records
  • No manual entry
Task 1 of 4

For each company, we build the module from scratch or adapt an existing one – to fit its rules and systems.

Results

What custom work does for your business

Manual work

Staff stop retyping data

What used to be copied from a chat into a spreadsheet or from a spreadsheet into the CRM, the module now does itself. Staff spend their time on customers, and copy errors are gone.

  • No spreadsheets
  • No copy-paste
  • More attention for customers

Record

The full customer history in one place

A request, a meter reading, a campaign entry – everything the module does is written to the customer record, which already holds their calls and messages. Agents see the full picture.

  • Requests
  • Readings
  • Campaigns

Workspace

No jumping between tabs

The screens you need from your accounting system or CRM open right in the agent workspace, and agents can call from your system. Fewer switches mean faster answers for customers.

  • Your screens inside
  • Calls from your system
  • Faster answers

Reports

New data right in reports

Module numbers show up in the platform's standard reports. Managers know how many requests, readings, or participants went through the module in a week or a month.

  • Standard reports
  • By assignee
  • Trends
Lower spend on toolsNo need to buy and maintain a separate tool for every task: what's missing appears in the platform itself, in a familiar window.
Everything about the customer in one placeA module pulls customer data and writes the result back to the customer record. Managers see all of the company's work in one set of reports, not in pieces.
Keeps working after updatesModules are built by the same team that develops the platform. So after each system update, your custom work keeps running.
Know the price up frontYou see the estimate in hours in our proposal before work starts, and it's paid from your support plan. You never pay license fees for new modules or enhancements.

Process

How development works

  1. 01TaskWe figure out what you need and show what the platform already does: sometimes configuration is enough.
  2. 02EstimateWe describe the result and send a proposal with an estimate in hours.
  3. 03DevelopmentWe build the module and show interim versions so we can adjust course in time.
  4. 04TestingWe test the module in a separate environment on your real cases and only then turn it on – your line never stops.
  5. 05LaunchWe put the module into production and show staff how to use it.
  6. 06GrowthWe add new features as new needs come up – with the same people who built the module.

Terms

Development terms

Who builds it
Our own team, no outside contractors
Payment
Support plan hours, per the estimate in the proposal
Connecting systems
Via API, if the system supports one
Hosting
Deployed where the platform runs
Code and versions
We keep the source code and every version; rollback is possible
Rights
Exclusive rights stay with us; your company uses the module indefinitely at no extra cost

Preparation

What to bring to the first meeting

What problem are we solving?Describe what's done by hand or in a separate tool today and how many hours a week it takes.
How does it work now?Show us the spreadsheets, chats, and systems the work goes through. They show what the module needs to replace.
Which systems are involved?List the systems the module pulls data from and sends it to. We'll need access and their API documentation.
Who will sign off?Assign someone who knows the process and will test the module on real examples.
When do you need the module?Name the date it needs to go live. That decides what goes into the first version and what we add later.

Q&A

Frequently asked questions

What can you customize in the platform?

Almost anything related to working with customers: from a single report to a module with its own logic and connections to several systems. If configuration can solve the task, we'll offer that first – it costs less.

Why customize when off-the-shelf tools exist?

A separate tool is another app, another subscription, and data you can't see in the customer record. A module inside CONTACT.WORK has none of these drawbacks, and the systems you've already invested in keep working – the module connects to them.

How much does custom work cost?

Work is estimated in hours and paid from your support plan hours. We give an exact estimate for each job in our proposal.

How long does development take?

It depends on the scope: a small report takes less time than a module with several integrations. We state the timeline in the proposal along with the estimate.

Will custom work break after an update?

No. Modules are written by the platform team, which accounts for them in every new release. We keep every version of the module: if a new one doesn't work for you, we roll back to the previous one.

Can you connect a system with no prebuilt integration?

We can, if the system offers API access. That's how we connect CRMs, accounting systems, websites, and in-house software.

Can you change the existing integration with our CRM?

Together we decide which fields to fill in after a call and when to create a deal or task. Our prebuilt integrations, such as Bitrix24 and Kommo (amoCRM), can be changed the same way.

Can I see both calls and deals in one report?

A report can combine contact center data with data from your CRM or accounting system, so managers see how many calls ended in a sale.

Can you collect leads from websites and social media?

A module can collect leads and mentions from websites, social media, and messaging apps and pass them to agents and the CRM. When a source changes its page structure, we update the module.

Do you build AI workflows?

We do: a model sorts incoming email, summarizes calls, and suggests the agent's next step. Language model usage is billed separately, and training the AI agents themselves is a separate service.

AI agent training →

Do you design interfaces?

Our designers create screens for agents and supervisors and a portal for your customers, and after launch they refine them based on how people actually use them.

Do we need a finished spec?

No. Describe the task in your own words and show us how you work today. We'll write up the expected result ourselves and agree on it with you in the proposal.

Can we test the idea on a prototype first?

We work out how staff and customers will use the module and show you a screen prototype. We start writing code once you approve it.

Can we start with a small version?

We can build a first version of the module with the core function, launch it, and add the rest as you go.

Who owns the rights to a module built for us?

Exclusive rights stay with CONTACT.WORK, as set out in the contract. You get a perpetual right to use the module inside your company with no license fees, even if you stop working with us and keep the system on your own servers. You can't sell, rent out, or transfer the module to other companies. We may develop the module's core further and add it to the platform, while your data – customer records, recordings, and messages – stays yours.

Who supports the module after launch?

The developers who built it: they answer questions, fix bugs, and make changes under your support plan. On higher-tier plans, help is available 24/7.

What's the difference between outsourcing and outstaffing?

With outsourcing, we take on the whole project – from the first version to launch – and are responsible for the result. With outstaffing, our developers, designers, QA engineers, product managers, and technical writers join your team and work on your tasks under your rules.

Glossary

Terms on this page

CRM – customer relationship management
Where a company keeps its customers, deals, and full communication history. 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 →
Customer portal
A secure area of the website where customers track their requests. Learn more →
Large language model (LLM)
A neural network that understands questions asked in everyday words and answers the same way. Learn more →
Outstaffing: vendor specialists on your team
Specialists from a vendor temporarily join your team. Learn more →
Hosting
You rent a server from a provider instead of buying one. 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 →

More

Related

Implementation How we set up the contact center for your company – from the first meeting to ongoing support. Learn more Support How we support the system and modules after launch. Learn more Training How we teach staff to use new features. Learn more API and protocols Which platform data and actions are available to your systems. Learn more

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 → 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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