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Language: English
Demo

Any size: from two agents to hundreds

Contact center software for enterprises

CONTACT.WORK adapts to how a large company works, not the other way around. Telephony, chat, and AI plug into your corporate applications, and calls can be started right from them. You can host the platform fully or partly on your own servers; with a full on-premises deployment, your customer data never leaves your network. We size the servers for each project, there are no license fees, and implementation and changes to fit your policies are billed in support plan hours.

Get a quotePricing
2.75Mcalls per dayAcross all customers, plus 1M messages
200+agentsSized for your load
$0hosting fees on your serversYou own the hardware
$0license feesYou pay for engineering work

Challenges

What a company with hundreds of agents runs into

The software dictates your processesAn off-the-shelf product can't work the way your company does, so employees adapt to the software.
Data can't leave the buildingCalls and customer information must stay on the company network, and cloud services can't guarantee that.
A dozen disconnected systemsSales, billing, accounting, and telephony live in separate applications, and agents keep switching windows.
Licenses for thousands of seatsEvery seat, module, and upgrade is billed separately, and the bill grows with every hire.
Changes take yearsA change request sits in the vendor's queue, and a new process goes live six months later.
AI billed by the minuteCloud voice bots and conversation analysis are billed per minute, and across thousands of hours that adds up fast.

Solution

What changes for your enterprise

Processes

You set the workflow, not the software

Our engineers adapt routing, forms, reports, and integrations to the way you work, using your support plan hours – no waiting in a developer's queue. One team is responsible for both changes and ongoing support.

  • Custom changes
  • Support plan hours
  • One team

Integration

The contact center becomes part of your systems

Your corporate applications start calls and outbound campaigns through the API and get the results back. Agents see data from internal systems without interrupting the conversation, and the outcome is written back. You keep your own PBX.

  • API
  • Internal systems
  • Your own PBX

Deployment

Customer data stays inside the company

When the whole platform runs on your premises, no data leaves your network. The hardware can sit in your office, your own data center, or a leased rack. If a node fails, a standby node takes over the load. We turn on monitoring with alerts from day one and install new versions in an agreed maintenance window.

  • Your hardware
  • Standby node
  • Alerts

AI

Voice AI consultant and call review without per-minute billing

Add a GPU to one of your servers, and the voice AI consultant and conversation analysis run locally. You can fine-tune the model on your own conversations, and the trained model belongs to your company.

  • Your GPU
  • No per-minute fees
  • Your own model

Billing

You pay for engineering time, not seats

There are no licenses for agents or modules. We price the configuration for each project, installation and implementation are paid in support hours, and the Maxi plan includes 40 hours a month for any task, from new integrations to report changes.

  • No licenses
  • Priced per project
  • 40 hours on Maxi

Examples

How a large project runs

Security review, migration, a cloud-plus-on-site setup, and high-volume outbound.

Security team

Before the contract is signed, reviewers get the solution diagram, network requirements, and a description of how data flows in and out, and we fill out all the auditors' questionnaires ourselves. Your security team sets the login rules.

  • Architecture
  • Data flows
  • Questionnaires
Example 1 of 4

Your administrators and security team approve the deployment design.

Capabilities

What else matters to a large company

Integrations, security, operations, reporting, and scale.

Integrations

  • Internal systemsApplications with no internet access can be connected when the platform runs on your servers.
  • Billing data on screenThe agent sees the balance, contract, and payment history before answering.
  • Screens for each lineThe fields, buttons, and data an agent sees are tailored to each support line.
  • Your own telephonyYour existing PBX and carrier lines stay in place.

Security

  • Access from your network onlyThe platform accepts connections only from your IP addresses.
  • Encrypted recordingsRecordings on disk are encrypted if you want; an encrypted recording takes slightly longer to open.
  • Recording noticeCallers hear a recording notice at the start of the call.
  • Audit logEvery time someone opens or exports a recording, it's logged with the employee's name.

Operations

  • Who runs itYour administrators, our engineers, or a joint team.
  • BackupsOur team makes them, and your hardware stores them.
  • Remote agentsAgents working from home sign in through your corporate VPN.
  • Second data centerIf the primary site goes down, work switches over to the backup site automatically.
  • Migrating from Avaya, Genesys, CiscoWe move recordings and settings from your current system without losing anything.
  • In-house teamOur own team develops and supports the platform.

Reporting and shifts

  • First contact resolutionSee the share of customers helped on the first try – no callback or transfer to a colleague.
  • Timesheets for payrollActual hours worked per shift are exported for payroll.

Scale

  • Several centers on one deploymentCustomer service, recruiting, and HR work separately, and none of them can see the others' data.
  • HR lineEmployees call with their own questions, and when someone calls a candidate, the candidate's profile opens automatically.
  • AI during outagesDuring a widespread outage, the voice AI consultant takes the flood of calls 24/7 and explains the cause and the expected repair time.
  • Partners and contractorsEach one sees only their own company and their own employees.
  • AI assistant for employeesTells staff when their shift is, how to swap shifts, and where to find the right instructions.
  • No migration neededA new branch or project? We add capacity, and the system stays the same.

Modules

What enterprises add

Your own serversTelephony, call audio, customer records, and AI all run on your machines. We set up data backups, and the copies stay with you.→Hybrid deploymentYou decide where the line between your premises and the cloud falls: for example, conversations are stored in your own server room and everything else in the cloud, or the other way around.→Data protectionRoles with limited permissions, two-factor authentication, and a document package for auditors. Every user action is logged with a name and timestamp.→Speech analyticsReviews every conversation on your own GPU server, with each speaker recorded on a separate channel. Recordings never leave your network.→AI fine-tuningThe model learns from your examples and gets more accurate, and everything created belongs to you. A new version goes live only if it beats the previous one on reference answers.→AI assistant for employeesTakes routine staff questions off supervisors' plates: shift schedules, time-off procedures, rules, and duties on the platform.→
Built around your policiesWe fit the system to your internal processes and security requirements, and our engineers make changes using your support plan hours. No waiting for the vendor's next release.
Inside your networkThe whole system or part of it runs in your infrastructure, and customer data stays inside your network. Your company controls the personal data and who can access it.
API integrationOutbound campaigns start from your ERP or CRM, and the results flow back there. Employees stay in the applications they know, while the platform handles the calls.
AI on your hardwareWith your own GPU, speech recognition and the voice AI consultant run in-house. No per-minute fees for AI services.

Launch

How we launch

  1. 01DiscoveryWe review your processes, applications, call volumes, and security rules. We also look at which of your systems will control calls through the API.
  2. 02DocumentationWe prepare the solution diagram and answer reviewers' questions. The diagram shows where recordings are stored, which roles can open them, and what data leaves your network.
  3. 03HardwareYour administrators prepare the servers, or we do it to our specifications. We size them by headcount, with a separate estimate for very large teams.
  4. 04PilotWe deploy the system, and a few agents work on it first. We fold their feedback into the setup before moving the remaining lines.
  5. 05MigrationWe move lines according to plan and stay on for support. The Maxi plan includes 40 hours of engineering work; 24/7 coverage is billed at double rate.

Preparation

What to decide up front

Who maintains the hardware?Your administrators, us, or both – best decided before installation.
Which systems should be connected?List every application, including internal ones, and note what data agents need during a call.
What does your security team require?Send us your questionnaires and requirements – we'll answer them while we negotiate.
Where do you need AI?Decide which tasks go to the voice AI consultant and call review, and whether you'll buy a GPU.
How will you migrate?Set the order for moving lines and the time to switch numbers.

Q&A

Frequently asked questions

What hardware do we need?

We size it based on your load and redundancy requirements; using your own hardware means no hosting fees.

Will we keep our PBX?

You will. We connect to your current PBX and your carriers' lines.

Who installs updates?

Our team, at a time you approve; updates aren't billed separately.

In a hybrid setup, what if the link to the cloud goes down?

Calls and recording keep going; only AI suggestions and analysis are unavailable for that time.

Who owns the fine-tuned model?

You do, along with the reference answers and the knowledge base: the rights belong to the company that paid for the training hours.

Who is responsible for personal data?

Since the servers are yours, your company controls the data and decides who has access.

Can we see the system before the project starts?

Right away: fill out the form, enter the code we email you, and a demo opens with the agent, supervisor, and administrator workspaces. For the project, we'll run a separate walkthrough with your administrators.

Glossary

Terms on this page

Cloud deployment (cloud)
The platform runs on the vendor's servers, and agents connect over the internet. Learn more →
IP PBX
A company phone system that runs over the internet and your local network. Learn more →
API (application programming interface)
The way programs exchange data with each other without a person in the loop. 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 →
CRM – customer relationship management
Where a company keeps its customers, deals, and full communication history. Learn more →
Model fine-tuning
An existing model is trained further on company materials so it speaks the company's language. Learn more →
Hybrid deployment
Part of the system runs on the company's servers, part 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 →
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 →
Hosting
You rent a server from a provider instead of buying one. Learn more →
Data center
A building with servers, backup power, cooling, and network links. Learn more →
Customer record
The screen of customer data an agent sees during a conversation. Learn more →
Supervisor
Leads a team of agents: watches the queue and quality, helps and coaches. Learn more →
ERP – enterprise resource planning
Orders, inventory, and finance in one system. Learn more →
AI voice agent
Talks to callers and resolves simple requests without a human agent. Learn more →
Call recording
Calls are saved so they can be replayed and disputes settled. Learn more →
Support tiers
A support tier: tier 1 handles common issues, tier 2 handles complex ones. Learn more →
VPN
An encrypted tunnel from the internet into an internal network. Learn more →
FCR – first contact resolution
How many issues get resolved the first time, so the customer doesn't have to call again. 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 →
Speech analytics
The system analyzes recorded calls automatically: topics, script adherence, customer emotions. Learn more →
Knowledge base
All answers, policies, and prices in one place – for agents and AI. Learn more →

More

More for large projects

Implementation Design, setup, integrations, numbers, and channels – turnkey, in the cloud or on your servers. You get a working system, not a to-do list. Learn more On your servers Linux servers, clusters, and monitoring to run the platform on your company network. Your IT team knows in advance what hardware is needed and who maintains it. Learn more For IT and security teams Role-based permissions, two-factor authentication, detailed logs, and encryption. Your security team checks the system against its own requirements before installation. Learn more API and protocols Your own systems start calls and receive results through REST, SOAP, webhooks, or SQL. No prebuilt integration is required. Learn more

Blog

Fresh 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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