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IndustriesRetailReal estateBanking and insuranceTravelHealthcareEducation
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Solutions

Contact center solutions by industry and use case

CONTACT.WORK is tailored to the way your industry handles customers, so you start with a proven workflow: routine questions come off your agents' plates, evening and seasonal inquiries don't get lost, and orders and payments don't fall through the cracks. Here you'll find solutions for 14 industries – from retail to airlines – and 12 common use cases. You can also start from your company size or your role on the team.

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Industries

14
RetailOrder status questions come off the line, fewer deliveries fail, and queues don't grow on sale days.Learn more →HealthcarePatients book without waiting, visits are confirmed the day before, and data is stored wherever you decide.Learn more →TravelTravelers get an answer right away, they're the first to hear about a rescheduled flight, and partner agencies work on the same platform.Learn more →Real estateEvery lead gets a callback, a bot qualifies buyers, and showings land in the agent's calendar automatically.Learn more →Auto dealers and service centersBuyers get a fast answer about a listing, and service customers book on their own and check whether their car is ready.Learn more →Utilities and property managementEmergencies skip the queue, the line holds up during outages, and field visits and overdue balances are tracked in the system.Learn more →Delivery and logisticsFewer routine calls and wasted trips, drivers always reachable, and business orders never lost.Learn more →EducationMore inquiries turn into payments, people show up for trial lessons, and coordinators get fewer routine questions.Learn more →Beauty, fitness, and appointment-based servicesOpen slots get filled, clients don't forget their visits, and memberships renew without manual reminders.Learn more →Hotels and restaurantsMore bookings, fewer empty rooms and tables, and delivery orders and guest reviews on one screen.Learn more →Banking and insuranceThe system runs inside your own network, bots handle routine questions, and collection calls follow the rules you set to stay within the law.Learn more →Telecom carriersDuring an outage, a bot answers routine calls, technician visits are scheduled more accurately, and outbound campaigns run without agents.Learn more →AirlinesFewer calls during flight disruptions, routine questions answered without agents, and frequent flyers routed ahead of the general queue.Learn more →Contact center outsourcingMargins grow with no per-seat fees, and each client gets its own project and live reports.Learn more →

Customer service

5
FAQ self-serviceCustomers get hours, prices, terms, and order status from a bot, and agents keep the complex questions.Learn more →Order status without an agentA bot tells customers where their order is, and your team handles delays and problem orders.Learn more →After-hours coverageAfter hours, a bot takes inquiries, urgent issues go to the on-call employee, and the rest wait in the CRM for your team in the morning.Learn more →Peak days without overloadBefore the season, you have forecast-based shifts and a backup server; a bot handles common questions and missed callers get a callback.Learn more →Conversation quality assuranceSpeech analytics reviews every conversation, the recording is pulled up when a complaint comes in, and mistakes are discussed with a coach.Learn more →

Sales

4
Lead qualificationNew leads get an instant callback, a bot finds out what they need, and the sales rep gets a customer ready to talk.Learn more →Appointment bookingCustomers can book any time, visits are confirmed the day before, and canceled slots get sold again.Learn more →Repeat salesCustomers get timely reminders to renew and buy again, and managers see in advance who is likely to leave.Learn more →Loyalty programA bot tells customers their points and tier, warns about expiring points, and routes VIP customers ahead of the queue.Learn more →

Outbound communication

3
Payment and overdue remindersCustomers are reminded before a payment is due, those who've paid aren't bothered, and customers with overdue balances choose a convenient payment date themselves.Learn more →Notifications and confirmationsCustomers quickly learn about schedule changes, outages, and new terms, and their keypad response is saved to the CRM.Learn more →Post-interaction surveyCustomers rate a call, chat, or visit, and if the score is low, someone calls them back quickly to sort it out.Learn more →

Who it's for

2
Micro, small, midsize, and enterprise businessesFrom a team of a few people to a contact center with hundreds of agents – one system, no migrations.Learn more →Agents, supervisors, sales, IT, managementEveryone gets their own workspace: agents, supervisors, sales, IT, managers, and partners on one platform.Learn more →
14industries with prebuilt solutionsFrom retail to airlines
12common use cases coveredService, sales, and outbound
$0license feesYou pay for support hours and the cloud
6team rolesAgent, supervisor, IT, and more

Q&A

Frequently asked questions

How is a solution different from the platform?

The platform is a set of modules: calls, messaging, AI agents, and reports. A solution shows how to put those modules together for your industry or use case: which use cases to turn on and what to connect to your systems.

We have branches and agencies – is that covered?

Branches, departments, and agencies, including franchisees, connect to the same installation as the head office. The customer database can be shared or separate for each one – you decide during setup.

Can we tackle several use cases at once?

All use cases run in one system, and you can launch them together – for example, after-hours answers, booking, and a post-visit survey. They share one customer record.

How long until launch?

In the cloud, the system is ready in a day; on your own hardware, it takes two days to a week. How long setup takes depends on how many workflows you need and which systems you connect.

Do we have to connect a CRM?

Many use cases work without one, but a connected business system makes them more useful: the bot sees orders and bookings, and conversation summaries land in the customer record. We connect any software that has an API.

We only have a few employees – is this for us?

The platform works for small teams too. We offer the voice AI consultant to contact centers with ten or more agents; a small team usually does fine with an IVR and an AI consultant in chat.

Can we install it on our own servers?

The platform runs wherever it suits you: in our cloud with data centers in the US and the UK, in your server room, or split between the two. The features are the same everywhere.

How can we see the platform before deciding?

Book a demo: we'll go over your industry and goals and show you calls, messaging, reports, and employee workspaces in a demo contact center with fictional data.

Who sets up the solution?

Our engineers: they connect channels and systems and set up workflows, scripts, and reports. The work is paid in support hours under your plan.

How much does a solution cost?

We have no license fees, and the platform itself is free. You pay for support hours under your plan, hosting with us if you choose the cloud, plus telecom and AI usage. Contact us for pricing.

Don't see your industry or use case?

Tell us where your calls and time are going now – we'll show you what the platform can do for you.

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Blog

From the blog

All articles →
Management · 8 min read What missed calls cost and how to win customers back How to estimate a year of losses from missed calls, including repeat purchases, find the hours where callers drop off, and win back revenue with callbacks. Read the article → Quality · 6 min read Speech analytics for QA: every call instead of 1-2% Speech analytics checks every call: script, required disclosures, and call topics. How to turn your QA scorecard into rules and start with one queue. Read the article → Telephony · 8 min read Predictive, power, or preview: which auto dialer mode to choose Predictive, power, and preview dialing: when each mode pays off, how to avoid losing customers to abandoned calls, and what US rules require. Read the article →