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Language: English
Demo

Any size: from two agents to hundreds

Contact center for mid-sized companies

With CONTACT.WORK, a company with 100-200 agents runs every team from one place: sales, support, and collections each follow their own rules, staffing matches demand, and managers review every conversation instead of a handful of recordings. The customer record fills in from your business systems, and calls can be started from your own corporate apps – no double entry. Host it with us or in-house, and your security team gets its answers before the contract is signed. There are no license fees – your budget grows only when you add a server.

Get a quotePricing
50-200agentsBeyond that, servers are sized per project
4servers for 200 peoplePlus one more as a backup
30 minsupport responseOn higher support plans
$0license feesModules included

Challenges

Problems that show up once you pass 50 agents

One set of rules for everyoneSales, support, and collections run on the same settings, even though their jobs are different.
Schedules by gut feelShifts are planned in Excel: you are short-staffed at peak, and half the floor sits idle in quiet hours.
Manual reportsCalls, chats, and shifts live in different tools, and building the director's summary takes half a day.
Quality by samplingManagers can listen to only a small share of calls, so problems surface through complaints.
Security questionsYour security team asks where recordings are stored and who may listen to them – and nobody has an answer.
Seats and modules billed separatelyEvery new seat and every module is another line on the invoice, and the budget grows faster than headcount.

Solution

What changes for a mid-sized company

Teams

Each team is set up its own way, and customers never repeat their story

Sales runs outbound campaigns, support takes inbound calls, and the collections team calls debtors only during allowed hours – each with its own phone menu and reports. Whichever agent picks up, the customer's full history is on screen.

  • Separate settings
  • Shared history
  • Team report

Shifts

Less spent on empty shifts and fewer abandoned calls at peak

The platform forecasts calls by half hour a week ahead and suggests how many people to schedule to keep wait times on target. Shifts are built from templates, and by evening you can see where actuals drifted from the plan.

  • Forecast
  • Templates
  • Plan vs. actual

Quality

Management sees the quality of every conversation, not a random sample

Every call is checked against criteria you set, and the supervisor reviews only the ones that fall short. Analysis needs the agent and the customer on separate tracks – and that is how the platform records them.

  • All calls
  • Your criteria
  • Review flagged calls

Security

Your security team signs off without delays

Permissions are granted per role and kept to what's needed. Sign-in requires two-factor authentication and can be restricted to the office network. The audit log records every action, so you can always see who played a recording or exported a report.

  • Roles
  • Audit log
  • Office network

Billing

Costs grow only with the number of servers

Seats and modules are never billed separately. Teams of 31-60 people run on three servers, 61-200 on four, and a backup server costs the same as a working one. Customization to your rules is billed in support hours.

  • No license fees
  • Servers by headcount
  • Customization in hours

Examples

Real-world examples

A new team, vacations, an audit, and a branch office.

Launching a new line of business

The company decides to sell one more service by phone. It gets its own team with a phone menu, script, and report – and the launch does not disrupt the other teams.

  • Separate phone menu
  • Script
  • Separate report
Example 1 of 4

You decide which teams exist and who can access what.

Capabilities

More for teams of a hundred agents and up

Routing, shifts, oversight, and data.

Teams and routing

  • Priority customers firstA call from a customer with a special status in your CRM jumps the queue or goes straight to their dedicated account manager.
  • Data-driven routingThe platform checks your CRM for an open ticket and sends the call straight to the team handling it.
  • Multiple phone systemsPBXs in different offices are linked into one network, and calls move between cities without being dropped.
  • Percentage-based call splitFor example, 70% of calls stay with in-house agents and 30% go to an outsourcer or to a new team you are testing.
  • Messages handled by the same teamsAgents handle email and messaging alongside calls, and the customer record shows the whole conversation history.
  • Automated outbound callsThe voice consultant calls customers from a list: reminds them about payments and appointments, runs survey questions, and invites them to renew.

Shift planning

  • Import from ExcelYour current schedule loads from a spreadsheet, and rows that cannot be read are shown separately.
  • Skills and shift coverageEach agent's languages, products, and teams are tagged, so the system suggests who can fill an open shift.
  • Lunches and breaksThe platform tracks breaks and maximum shift length so nobody works without rest.
  • HolidaysHolidays and seasonal spikes in demand are built into the schedule in advance.
  • Everyone sees their scheduleEach employee sees their own schedule in their personal section and gets a message when a shift moves.
  • Shift swapsTwo employees agree to swap, submit a request, and the manager approves it in a couple of clicks.

Oversight

  • Supervisor summaryLate arrivals, long breaks, and time away during peak hours show up in a daily summary.
  • Service levelThe share of calls answered within your target time is on screen at any moment.
  • Overload alertsWhen the queue grows or wait times exceed the target, the manager gets an alert even if they are away from the screen.
  • Whisper coaching and monitoringA manager listens to a live call and coaches the agent, while the customer hears only the agent.
  • Productive timeSee how much of each shift every agent actually spends on customers – talking or wrapping up the case.
  • Custom reportsManagers build reports with the metrics they need themselves, without filing a request with us.
  • OffboardingWhen someone leaves, their login is disabled and they immediately lose access to calls and customer records.
  • Retention periodYou decide how long call recordings are kept.

Data and reliability

  • ERP and CRMDuring the call, customer data is pulled from your business systems, and the call outcome is saved back.
  • Separate API keysEach external system gets its own access key, which you can revoke without touching other connections.
  • Recording migrationRecordings and customer history move over from your previous system on the Standard plan and above.
  • Backup serverIf one server fails, the backup takes over its load and your teams keep taking calls.

Modules

Popular modules for mid-sized companies

Workforce managementCuts the cost of overstaffed shifts: the schedule follows expected volume, takes employee preferences into account, and compares plan with actuals.→Voice AI consultantTakes simple calls at peak and overnight while agents handle the hard ones: answers by voice, logs the request, and hands difficult conversations to a person.→AI assistant for agentsNew hires work on their own sooner: while the customer talks, the assistant shows the right article and the next line of the script.→Auto dialerReps pick up only when a live person answers: the platform works through the list, respecting time zones and the do-not-call list.→Customer portalTakes load off the main line: partners view their own requests in their portal and contact support from there. Partners cannot see anyone else's data.→Your own serversCall recordings never leave your company: the platform runs in your office or a rented rack. Your team or ours looks after it.→
Clear structure across teamsSales, support, and collections each get their own rules, phone menus, and reports, but share one customer history. Each team lead sees only their own team.
No empty shiftsThe schedule is built from a call forecast for every half hour. You staff exactly what you need and stop paying for quiet hours.
Quality on every callEvery conversation is scored automatically against your QA scorecard instead of spot-checked. You see problems before the complaints arrive.
Your choice of deploymentCloud, your own hardware, or a mix – the features are the same. You can switch later and take your recordings with you.

Launch

How we launch

  1. 01DiscoveryWe study your teams, hourly volume, and security policies. From that, we size the servers and choose a support plan.
  2. 02DesignTogether with your IT team, we choose where the system will run: our US and UK data centers, your own machines, or a mix. A backup server is optional.
  3. 03SetupWe build teams, phone menus, and roles and connect your CRM. Managers get reports for their departments, and agents see customer data while the call is still ringing.
  4. 04PilotOne team moves first while the others keep running without an hour of downtime. Issues found in the pilot are fixed before everyone else connects.
  5. 05Full rolloutWe switch over the remaining teams and migrate call recordings. After the move we support the system: on the Pro plan we respond to tickets within 30 minutes.

Preparation

What to decide in advance

How many teams, and how do they connect?List your teams and agree which one backs up its neighbor during overload.
Where will the servers run?Cloud, your own hardware, or a mix – your IT and security teams decide together.
Who builds the schedules?Send your current schedule in Excel and tell us who owns it – we will load the spreadsheet as is.
How should calls be scored?Prepare your criteria – speech analytics will check every call against them.
Where does customer data come from?Your CRM, ERP, or in-house apps – list where customer information lives and where call outcomes should be written.

Q&A

Frequently asked questions

How many servers will we need?

The server count grows with headcount. The calculator shows the full cost, including a backup server and storage.

Pricing →

Cloud or on-premises – which should we choose?

The features are the same. An on-premises installation takes a few days, and your IT team, ours, or both together maintain it.

Can we control calls from our own software?

Your apps can start calls and outbound campaigns themselves and pull the results back – all through the API.

Is support available 24/7?

Round-the-clock support is available on Maxi and Pro, and night hours are billed at twice the usual rate. During business hours (9:00 AM-6:00 PM your local time, Monday-Friday) these plans get a response within 30 minutes.

How much does customization to our processes cost?

The Pro plan includes 16 hours a month and the Maxi plan 40. If the work takes longer, the extra hours are billed at the hourly rate.

How much do the AI services cost?

A minute of call analysis starts at $0.015, and a minute of the voice consultant starts at $0.06; the rate goes down at higher volumes. If you run your own GPU server, per-minute charges go away.

How is personal data handled?

In our cloud, we process data under a contract with you; if the servers are yours, you control the data. The platform helps you protect customer data – access by role and an audit log – and you remain responsible for meeting the laws that apply to you, such as the CCPA/CPRA in California.

Can we try it before buying?

You can explore it on your own: request access on the website, and we'll email you a code that opens a demo with sample data. You can act as an agent, supervisor, manager, and administrator, pick an industry, take a test call, and look at monitoring and reports. In a meeting with us, we walk through the same things for your own teams.

Glossary

Terms on this page

Backup
Data is regularly copied to a separate place so it can be restored if something goes wrong. Learn more →
IVR (interactive voice response)
A phone menu: the caller hears a greeting and picks the right department. Learn more →
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 →
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 →
Call recording
Calls are saved so they can be replayed and disputes settled. Learn more →
On-premises deployment
The system runs on the company's own servers, not in the vendor's cloud. Learn more →
ERP – enterprise resource planning
Orders, inventory, and finance in one system. Learn more →
API (application programming interface)
The way programs exchange data with each other without a person in the loop. Learn more →
Abandonment rate
How many callers hang up before an agent answers. Learn more →
Dual-channel recording
Each speaker is recorded on a separate track. Learn more →
IP PBX
A company phone system that runs over the internet and your local network. Learn more →
Service level (SL)
The share of calls answered within a set time – for example, 80% in 20 seconds. Learn more →
Whisper coaching
Supervisor coaching that only the agent can hear. Learn more →
Workforce management (WFM)
Workload forecasts and agent shift schedules. Learn more →
Customer portal
A secure area of the website where customers track their requests. Learn more →
Data center
A building with servers, backup power, cooling, and network links. Learn more →
Speech analytics
The system analyzes recorded calls automatically: topics, script adherence, customer emotions. Learn more →
Personal data
Anything that points to a specific person: a name, a number, a voice. Learn more →

More

More for larger contact centers

For IT and security teams Deployment, roles, and data protection requirements on one page. IT and security sign off on the project before launch, not after. Learn more Executives Calculators compare the cost of AI with the cost of agents and suggest where to start. Leadership gets numbers to decide on, not vague promises. Learn more Seasonal peaks Volume forecasts, AI agents, callbacks, and advance notifications help you get through a surge. Service levels hold both in season and during a sudden spike. Learn more WhatsApp WhatsApp conversations are routed to the same teams under the same rules as calls. Customers get reminders and order updates there too. 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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