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Language: English
Demo

Any size: from two agents to hundreds

Contact center for small businesses

With CONTACT.WORK, your contact center keeps customers even when the phones are ringing off the hook: each new call goes to an available agent, people who hung up get a callback, and the manager watches the line live instead of waiting for the evening report. Changing the phone menu or teams takes one request to our engineers, and we handle servers and updates too – you don't need an in-house administrator. There are no license fees, no matter how many people join the team.

Get a quotePricing
Up to 50agentsServers added as you grow
$180minimum support per monthEngineering hours
1 dayto set up cloud serversNumber porting is done by your carrier
$0license feesNo matter how many people

Challenges

Where a contact center loses customers

Some are swamped, others waitWhoever sits closest picks up, while everyone else's phone stays quiet.
Customers give up at peakOn Monday mornings the line is jammed, callers hang up, and nobody has time to call them back.
The manager can't see the lineThe manager sees the queue and breaks only in the evening report – or not at all.
No in-house administratorThere's nobody to change the phone menu or add a queue, and hiring a specialist just for that is expensive.
New hires learn on customersAn experienced colleague can't coach a new hire mid-call, and the same mistakes repeat every day.
Every seat is a new licenseThe more people you have, the more a typical system costs: you buy a license for every new hire.

Solution

What changes for a small business

Queue

The workload is spread evenly

A new call goes to the agent who has been waiting longest for one – no idle agents next to overloaded ones. Sales, support, and delivery can each have their own team with separate rules.

  • Round-robin
  • Separate teams
  • No imbalance

Monitoring

The manager spots a problem before customers hang up

The screen shows who is on a call, who is waiting for one, how many callers are in the queue, and how long the first one has waited. When the queue grows, the manager pulls people off outbound calls or asks a neighboring team for help.

  • Live line view
  • Wait time
  • Callback

Quality

New hires learn faster, and disputed calls are settled by the recording

The manager joins the call and coaches the agent – the customer hears only the agent. Every conversation is saved, so in a dispute with a customer you just open the recording.

  • Whisper coaching
  • Recordings
  • Call review

CRM

Your CRM knows about every conversation

Calls and chats are attached to the deal automatically, so when agents pick up, they already know who is calling and how far the sale has progressed.

  • Bitrix24
  • Kommo (amoCRM)
  • Deal info during the call

Billing

Your bill depends on servers, not headcount

No licenses at all. A contact center of 11-30 people runs on two cloud servers, 31-60 on three. Our engineers' work comes out of your support plan hours, and call minutes are billed by your phone carrier.

  • No license fees
  • Servers by headcount
  • Support

Examples

Four everyday situations

A rush, a new hire, a new service, and peak season.

The queue is growing

From 9 to 11 AM, call volume doubles. Waiting callers hear how long they have left, and dropped calls go straight onto the callback list – by lunchtime the list is empty.

  • Wait time
  • Callback
  • Empty list
Example 1 of 4

You decide how calls are distributed; we handle the technical side.

Capabilities

More ways a contact center helps a small business

Teams, outbound calling, the agent's screen, and oversight.

Inbound calls

  • Dedicated repA returning customer is connected to the person who helped them before – no need to repeat their story.
  • Skills-based routingA question in Spanish or about a complex product goes to an employee with the right language or product knowledge.
  • Overflow routingWhen everyone on a team is busy, the call goes to colleagues on a neighboring team instead of waiting in the queue.
  • Callback instead of waitingCallers don't have to hold: they leave their number and hang up, and the platform calls them back as soon as their turn comes.
  • Menu by scheduleDuring business hours callers choose a team; after hours they hear your office hours and request a callback.
  • Calls for reps on the roadA rep in the field takes the call on their mobile, and the customer never notices the forwarding.

Outbound calls

  • Answering machine detectionDuring outbound campaigns the platform detects answering machines and doesn't pass those calls to agents.
  • Local time and exclusionsPeople in other time zones aren't called at night, and the campaign skips anyone who asked not to be called.
  • Manual dialingReps call customers from their own list in the same window where they take inbound calls, and log the outcome right away.
  • Your own numberOutbound calls come from your company number, so customers recognize it and pick up.

For agents

  • StatusesBreak, lunch, after-call work – while a status is on, no calls are routed to that person.
  • Live call guidanceWhile the customer talks, the AI assistant shows the agent the right part of the script and a ready answer to the question.
  • Conversation handoffWhen an employee's shift ends, a colleague takes over the ongoing chat and sees all of it.
  • Canned responsesAnswers about timelines, payment, and delivery go in with one click.

For managers

  • Agent reportsHow many calls each agent took, how long they lasted, and which hour had the most missed calls.
  • Why calls were missedThe report separates the reasons – nobody was available, the agent didn't answer, the customer gave up waiting – by person, team, and channel.
  • Time in statusSee how much time each agent spent on breaks and wrap-up, and spot right away whose breaks ran long.
  • WallboardA big screen shows the queue, wait times, and missed calls, so the whole team sees when to pick up the pace.
  • Random call reviewsThe platform picks calls at random, and the manager scores them on a QA scorecard.
  • Fast playbackRecordings play at higher speed, so reviewing a dozen calls takes minutes.
  • Low-rating alertsWhen a customer gives a low score, the manager is notified immediately and can reach out in time.
  • Contact reasonsConversations are grouped by reason automatically, so you can see which questions a new promotion triggered.
  • After-call formThe agent logs the outcome in fields, so you see how conversations end and where customers come from.
  • Role-based permissionsAgents see their own calls, shift supervisors see queues and reports, and administrators see everything.

Modules

Popular modules for small businesses

Call queuesEach team gets its own line with its own rules: who gets the call and what callers hear while they wait. Our team sets up a new line for each new team.→IVR (phone menu)Callers pick a team with a keypress, and the menu can sound different in the evening than during the day. We update the wording and options on request – with a live voice or text-to-speech.→Auto dialerThe platform works through your list itself, and a rep joins only when a live person answers. When the campaign ends, you see who answered and how each call ended.→Speech analyticsScores every conversation against your criteria and flags calls where the agent went off script or the customer was unhappy. Voices are recorded on two tracks for analysis.→Workforce managementA call volume forecast tells you how many people to staff each hour, so you don't pay for empty shifts. Everyone opens their schedule in the browser and requests time off there.→AI consultant for chatsHandles common questions in chat while people are on calls, and passes complex ones to an employee with the full conversation attached. It answers from your knowledge base and makes nothing up.→
Even workloadEach new call goes to an available agent, so the work is shared fairly – no idle agents next to swamped ones. At peak, customers get through faster.
The line in plain viewThe manager sees the queue and agent availability live. When wait times grow, they move people from chats to calls right away.
Changes without an adminOur engineers update phone menus, routing, and the CRM connection when your manager asks. You don't need your own system administrator.
No license feesA new agent joins with no per-seat charge, whether it's the tenth or the fortieth. Only hosting goes up – one server at a time, when your team outgrows the current setup.

Launch

How we launch

  1. 01ConversationWe look at where calls are lost and how work is split among your people. Then we suggest how many teams to set up and who owns each one.
  2. 02QueuesWe build the phone menu and teams around your lines of business. The call goes to an available employee on the right team, and waiting callers hear an estimated wait time.
  3. 03CloudWe spin up the servers and connect your phone lines. Your numbers stay the same, so there's no need to change business cards, signs, or ads.
  4. 04MigrationWe move call recordings and customer records over from your previous system. Agents see each customer's history right away and don't ask again for what the customer already told you.
  5. 05Go-liveWe test with a group of agents and then switch everyone on. After that, we adjust settings at your request and bill the work against your plan hours.

Preparation

What to decide in advance

Which teams do you need?Name the reasons customers call – for example, sales, support, and delivery. Each gets its own line and, if you like, its own schedule.
Who backs up whom?Decide which team picks up calls when a neighbor is overloaded and who handles callbacks; we take care of the setup.
Who manages each team?Name the people who will watch the queues and listen to calls – they get shift supervisor permissions.
Do you need old recordings?Old recordings and your customer database can be migrated – just tell us for what period.
Which CRM do you use for deals?Name it and we will connect it, so calls and chats land in the right deals.

Q&A

Frequently asked questions

How many servers does our contact center need?

The more agents, the more servers: a third server is added after 30 employees. The calculator shows the total.

Pricing →

Do we need our own system administrator?

No. We update the system, back up the data, and look after the servers – it's already part of your plan. We make changes to the phone menu and teams on request.

Who adds new employees?

You do, without filing requests with us: the manager, or someone they give the permission to, sets the person up. No special skills required.

How fast does support respond?

It depends on your plan – from 30 minutes to two hours on business days.

Can we move over from our current software?

Your past conversations and customer database come with you on the Standard plan and above.

What if some agents work remotely?

They need a laptop, a headset, and a stable connection, and they look exactly like office agents on the manager's screen.

Is there enough room for recordings?

The first 550 hours of calls (50 GB) are stored in the cloud for free. If you record every call, you'll need extra storage: one terabyte for $20 per month holds about 11,000 hours.

Where is the server located?

In our data centers in the US and the UK. If your internal policies rule out the cloud, the platform can be installed on your own hardware.

How can we evaluate it in advance?

Fill out the form, enter the code we email you, and you get access to a demo – a working system with sample customers where you can try the agent or manager role. If you want to walk through your own teams, we'll run a demo together.

Glossary

Terms on this page

IVR (interactive voice response)
A phone menu: the caller hears a greeting and picks the right department. 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 →
Cloud deployment (cloud)
The platform runs on the vendor's servers, and agents connect over the internet. Learn more →
CRM – customer relationship management
Where a company keeps its customers, deals, and full communication history. Learn more →
Call queue – callers waiting to be answered
Callers waiting for an available agent. Learn more →
Hosting
You rent a server from a provider instead of buying one. Learn more →
After-call work (ACW)
What an agent does right after a call: outcome, customer record, tasks. Learn more →
Supervisor
Leads a team of agents: watches the queue and quality, helps and coaches. Learn more →
Whisper coaching
Supervisor coaching that only the agent can hear. Learn more →
Skills-based routing
The call goes to an agent who knows the right language or product. Learn more →
Answering machine detection (AMD)
Tells whether a person or an answering machine picked up an outbound call. Learn more →
Text-to-speech
Reads text aloud in a human-like voice. Learn more →
Speech analytics
The system analyzes recorded calls automatically: topics, script adherence, customer emotions. Learn more →
Workforce management (WFM)
Workload forecasts and agent shift schedules. Learn more →
Knowledge base
All answers, policies, and prices in one place – for agents and AI. Learn more →
Call recording
Calls are saved so they can be replayed and disputes settled. Learn more →
Customer record
The screen of customer data an agent sees during a conversation. Learn more →
Data center
A building with servers, backup power, cooling, and network links. Learn more →

More

More for growing teams

Contact center supervisors Queues and agent workload are visible throughout the shift, and schedules are built from a forecast. Managers spot overload before customers start hanging up. Learn more Real-time monitoring How many customers are waiting, who is free, and where missed calls are piling up – right now. You can move agents to another team from the same screen. Learn more For sales teams Outbound campaigns connect reps only with people who answer, and web leads get a callback almost immediately. Salespeople spend their time talking, not dialing. Learn more WhatsApp WhatsApp messages arrive in the shared inbox next to calls and email. Agents reply from one window, and an AI agent can handle tier 1 questions. 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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