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Services

Contact center implementation

Implementation isn't installing software – it's the work that leaves your contact center running the way your company needs. We study how you work, and for every key element – call routing, IVR, permissions, the customer record, CRM integration, reports – we configure the system or build what's missing. Then we review the result with you, train your team, and fine-tune details in the first weeks so the system meets your expectations.

Get a quotePricing
1project ownerAll questions go through one person
$0for licensesEngineering work billed in support plan hours
500+projects since 2008All by our own team
APIfor your systemsCRM, accounting, website, in-house apps

What's included

What implementation covers

For each item, we start from how your company works: what fits, we configure; what's missing, we build. You can also order a single job, such as a CRM integration.

Process reviewWe find out where inquiries come from, who answers them, and where customers go unanswered.
Telephony and IVRWe connect your numbers, split calls into queues, and set up greetings and business hours.
Messaging channelsWe connect WhatsApp, Facebook Messenger, web chat, and email: messages sit right next to calls.
IntegrationsWe connect the platform to your CRM, accounting, and website: every call outcome goes to your systems.
AccessWe create users and give them access by role: departments, branches, agencies, head office.
AI agentsWe put an AI consultant on the line for customers and an AI assistant in the agent workspace, and train both.
Configuration docsWe give you and your IT team diagrams of call routing, the IVR, and integration settings.
TrainingBefore launch, we run sessions: every employee learns what they need for their role.

Scenarios

Why companies come to us

Common scenarios and how launch goes in each.

The company's first contact center

Sales reps used to answer calls on their own cell phones, and no one knew how many customers couldn't get through. After launch, the number leads to a line where the call goes to the next available agent. Calls are recorded and saved to the CRM. Everyone who didn't get through lands on a callback list.

  • Number and queue
  • Recordings
  • Missed-call list
Scenario 1 of 4

Scope and timeline depend on the task – we set them in the proposal after the first meeting.

Results

What will change in your company

Calls

Missed callers get a callback

Every call goes into the log, including unanswered ones. Unanswered calls create a callback list. Managers know how many people gave up waiting and how many have already been reached.

  • Call log
  • Callback
  • Abandonment rate

CRM

Call outcomes go straight to the CRM

When a call ends, its recording, topic, and outcome appear in the customer record. Reps don't retype anything, and the whole contact history is in one place.

  • Recording
  • Topic
  • No manual entry

Messaging

All channels side by side

Email, web chat, and messaging apps appear in one list with calls. In one window, agents see all of a person's past calls and messages.

  • Messaging apps
  • Web chat
  • Email

First weeks

We fine-tune settings after the first weeks

In the first weeks after launch, we review reports with you and look at where agents struggle. We adjust settings or the IVR there, or run an extra session.

  • Report review
  • Settings tweaks
  • Extra sessions

Reports

Managers see how the line performs

The monitoring screen shows which agents are on calls and how many people are in the queue. Reports on wait times, unanswered calls, and occupancy show what changed after launch.

  • Monitoring
  • Wait time
  • Occupancy
One point of accountabilityThe system is configured and maintained by its own developers, and one person on our side handles your questions. No juggling multiple vendors.
The software adapts to youQueues, IVR, permissions, and reports mirror the way you already work. Staff don't have to change habits, and we build a module for anything missing.
Pay for work, not licensesThere are no license fees in any deployment. Installation and engineering work are billed in support plan hours, plus hosting in the cloud.
Your customer data stays yoursCall recordings and customer records belong to you: they move with the system and stay with you if you decide to switch vendors.

Process

How implementation works

  1. 01MeetingWe show you the system, listen to your needs, assign a project owner, and choose a deployment.
  2. 02ProposalWe send a plan and a proposal with every task estimated in hours.
  3. 03Setup and developmentWe set up queues, the IVR, access, and integrations, and build whatever isn't available out of the box.
  4. 04TestingWe go through an agreed checklist together: inbound call, transfer, message, CRM entry.
  5. 05TrainingWe run sessions so every employee handles their part of the work with confidence.
  6. 06Go-liveWe sign the acceptance certificate, port the numbers, and then support the system under your plan.

Terms

Timeline and terms

Timeline
Depends on the scope of custom work and is stated in the proposal; number porting follows your carrier's timeline
Deployment
Our US and UK data centers, your servers, or both
Servers
Rocky Linux 9, physical or virtual; other OS on request
Telephony
Your existing numbers, trunks, and PBX
What agents need
A computer or phone with a browser, and a headset
Redundancy
Backup server or cluster on request; data backups are on us
Documents
Configuration docs after launch, acceptance certificate
Payment
Support plan hours; cloud adds hosting

Preparation

What to think through before you start

Which inquiries will you handle?List the phone numbers and messaging channels we're moving to the system. That tells us where to start.
Cloud or your own hardware?The cloud version launches faster; companies choose their own hardware when data storage rules require it. We'll discuss both at the meeting.
What to connect?List the CRM and other systems that need call data. Each will need API access.
Who sees what?Sketch your departments and branches with staff roles. We'll set up access from that, so everyone sees only their own data.
Who runs the project on your side?Pick someone who knows how you work and has authority to make decisions. We'll agree on call routing, the IVR, and access with them.

Q&A

Frequently asked questions

What does implementation include?

A review of your inquiries, connecting telephony and messaging apps, call routing, greetings, staff permissions, integration with your systems, reports, and team training. On request, we connect AI agents and bring over customer records from your previous system.

How long does implementation take?

As long as it takes for every key element to work by your rules: one company only needs queues set up and a CRM connected, another needs new modules and reports. We state the timeline for each task in the proposal. Installation itself takes from a day in the cloud to a week on your servers, but that's just the start of implementation.

How much does implementation cost?

There are no license fees. Installation and engineering work are billed in support plan hours, plus hosting for the cloud: ten agents start at $40 per month. Call minutes and AI services – speech recognition, voice synthesis, and the language model – are billed separately. The proposal shows the total.

Will we keep our numbers?

You will: the platform connects to your existing numbers and SIP trunks, and your company's own PBX keeps working. If a number moves to another carrier, that carrier handles the porting.

Can we bring over history from the system we use now?

Customer records and history move to CONTACT.WORK, we replicate your call routing, and we switch the numbers over at a convenient time. This migration is included in plans from Standard up.

Will you connect our CRM?

We connect any system with an open API. Prebuilt integrations exist for cloud and on-premises Bitrix24, Kommo (amoCRM), and many others.

Who maintains the system on our hardware?

Whatever works for you: your IT staff, our engineers under contract, or both. We install updates only after you approve them, and we handle data backups ourselves.

Will you prepare our office network?

We check whether the network can handle voice traffic and install and configure IP phones and trunks on site. We also take on networks we didn't design.

Can you assess our current contact center?

We review channels, scripts, call routes, and reports and show you what's worth changing. You can get this assessment as a standalone service, without moving to our platform.

What do we install on workstations?

Nothing. Agents open the system in a browser on a computer or smartphone. All they need is a headset and a reliable connection.

Can we launch in stages?

You can start with one department or channel and add the rest later. Moving from the cloud to your own hardware also happens in stages.

What do you do right after launch?

We watch the line together with you: collect agent feedback and adjust routes, the IVR, and permissions. If someone is struggling, we run another session.

Who helps after go-live?

The specialists who ran the launch: they answer questions, make changes, and monitor the system. On weekdays during business hours, and 24/7 on higher-tier plans.

Glossary

Terms on this page

CRM – customer relationship management
Where a company keeps its customers, deals, and full communication history. Learn more →
Cloud deployment (cloud)
The platform runs on the vendor's servers, and agents connect over the internet. Learn more →
IVR (interactive voice response)
A phone menu: the caller hears a greeting and picks the right department. Learn more →
Call routing
Rules the system uses to decide who gets a call. 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 →
Callback
The customer doesn't wait on hold but asks for a callback – and gets one when an agent is free. Learn more →
Hosting
You rent a server from a provider instead of buying one. Learn more →
Backup
Data is regularly copied to a separate place so it can be restored if something goes wrong. Learn more →
Model fine-tuning
An existing model is trained further on company materials so it speaks the company's language. Learn more →
Call recording
Calls are saved so they can be replayed and disputes settled. Learn more →
Data center
A building with servers, backup power, cooling, and network links. Learn more →
Agent occupancy
How much of their time on the line agents actually spend with customers. Learn more →
IP PBX
A company phone system that runs over the internet and your local network. Learn more →
Abandonment rate
How many callers hang up before an agent answers. Learn more →
Server cluster
A group of machines that share the load and back each other up. Learn more →
Speech-to-text
Turns spoken conversation into text. Learn more →
Large language model (LLM)
A neural network that understands questions asked in everyday words and answers the same way. Learn more →
SIP trunk
A phone line from the carrier over the internet instead of a wire. Learn more →
SIP (Session Initiation Protocol)
The protocol that sets up calls in IP telephony. Learn more →
On-premises deployment
The system runs on the company's own servers, not in the vendor's cloud. Learn more →

More

Related

API and protocols Which systems we connect to the contact center and how they exchange data. Learn more On your servers How the platform runs on your servers and who looks after them. Learn more Support What support plans include after launch. Learn more Training How we train agents, supervisors, and administrators to use the system. Learn more

Blog

From the blog

All articles →
Launch and deployment · 5 min read How to build a contact center from scratch How to build a contact center from scratch: goals and channels, platform and deployment, processes and metrics, staffing, training, and a 2-4 week pilot. Read the article → 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 →

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