Skip to content
EN
Demo
Platform
CallsQueues and routingIVR (phone menu)Smart transferAuto dialerBrowser-based softphoneClick-to-call
Messaging and customer dataUnified inboxForm builderCustomer portalCustomer success platform
ManagementHistorical reportingReal-time monitoringShift scheduling
Deployment and securityIn our cloudOn your serversHybrid deploymentData security
Platform →
Solutions
IndustriesRetailReal estateBanking and insuranceTravelHealthcareEducation
Customer serviceFAQ self-serviceOrder status without an agentAfter-hours coveragePeak days without overloadConversation quality assurance
SalesLead qualificationAppointment bookingRepeat salesLoyalty program
Outbound communicationPayment and overdue remindersNotifications and confirmationsPost-interaction survey
Who it's forBy company sizeBy role
Solutions →
AI agents
For customersVoice AI consultantAI consultant in chat
For employeesAI assistant for calls and salesAssistant for work questionsNew hire onboarding
TechnologyKnowledge baseSpeech analyticsAI connectorModelsData security
ServicesAI agent trainingMachine learning
AI agents →
Integrations
CRM systemsSalesforceHubSpotDynamics CRMSAP CXZoho CRMPipedrive
ERP systemsSAPNetSuiteBusiness CentralSageOdoo
Help desk and team chatZendeskFreshdeskServiceNowSlackMattermost
Messaging and socialWhatsAppViberInstagramFacebookSMSLive chat
Telephony, API, and AIAsteriskAMI, AGI, and ARIKamailioFreeSWITCHAPI and protocolsMCP connectors
Integrations →
Pricing
Company
ResourcesBlogCalculatorsComparisonsLibraryGlossary
ServicesOpen SourceImplementationDevelopmentSupportTraining
ContactsContact usAboutFacts and figures
Company →
Language: English
Demo

Solutions

Contact center for property management companies and utilities

With CONTACT.WORK, a property management company gets through outage days: residents can reach you even when the water is off for the whole block, because the AI handles the routine questions. It also takes emergency requests at night and passes them to the on-call dispatcher, and residents hear about planned work in advance. Maintenance requests, billing questions, and balances all sit on the resident's record.

Get a quotePricing
24/7emergency requestsAI on the line
1company phone numberThe IVR routes by address
2ways to alert a buildingCalls and messages
$0license feesYou pay for support

Challenges

Where property managers lose residents' trust

The water's offThe whole building calls, the line is busy, and the person with a real emergency is stuck on hold.
A leak at nightIn the middle of the night, water is dripping from a resident's ceiling, and the on-call dispatcher doesn't answer.
The technician never cameA resident took time off work, waited all day, and the plumber never showed.
Readings on the last dayAt the end of the month, everyone submits meter readings at once.
Balances pile upNobody has time to remind every resident who's behind, and balances grow for months.
A lost complaintSomeone wrote the complaint on a sticky note, the response deadline passed, and the resident files a complaint with the housing regulator.

Solution

What changes for your property management company

Emergencies

Emergency requests don't wait until morning

The AI takes calls about leaks, power outages, or a stuck elevator around the clock: address, unit, and what happened. Urgent requests go straight to the on-call dispatcher or the emergency crew, and the resident gets a request number.

  • 24/7
  • Straight to on-call staff
  • Request number

Outages

Residents hear about an outage before they start calling

Dispatchers enter planned work and emergency outages themselves, or the platform receives them through an API from your dispatch system. The AI calls residents of the affected buildings, with consent, and texts anyone who missed the call. When a resident calls, the IVR recognizes the building by phone number and explains right away why the water or power is off and when it will be back. Residents with other questions get to an agent quickly.

  • Building alerts
  • Restoration time in the IVR
  • Agents for everything else

Technicians

The plumber shows up when promised

The AI books a plumber or electrician into the nearest convenient slot, confirms the visit the day before, and can answer "When will they get here?" at any time. After the technician leaves, the AI asks the resident whether everything is fixed and asks for a rating: the request is closed based on the answer, and a low rating goes to the manager immediately.

  • Booked time slot
  • Day-before confirmation
  • Repair rating

Meters

Meter readings without a trip to the office

The AI reminds residents that readings are due; they say the numbers or type them, and the readings go into your accounting system. Meter reading collection is a custom module built for your accounting software. When a meter is due for testing, the AI calls and offers to schedule a convenient day.

  • Readings due
  • Phone or messaging
  • Meter testing visit

Billing

Statements and balances explained without the accounting team

The AI pulls charges from your accounting system via API and can explain every line on a resident's statement. It phones residents who are behind, records any promise to pay, and calls back if the payment doesn't arrive. Collection calls stay within the limits you define.

  • Statement explained
  • Balance reminder
  • Promise to pay

Examples

A leak, an outage, meter readings, a balance

What a property management company deals with every week.

Water is leaking into the unit below

The call comes in at 2:40 AM. The AI asks for the building and unit, tells the resident to shut off the unit's water valve, and sends the request to the emergency crew. The resident gets the request number by text, and in the morning the dispatcher sees the crew has already been out.

  • Address and unit
  • Request to the emergency crew
  • Number by text
Example 1 of 4

Emergency routing and reminder rules are set up to match how your company works.

Capabilities

Where a contact center helps property management companies

Emergencies, technicians, meter readings, balances, and complaints – for property managers, utilities, and billing centers.

Requests and visits

  • Technician requestPlumber, electrician, handyman – on the nearest convenient day.
  • ReschedulingResidents reschedule a technician visit themselves, and the slot opens up.
  • Day-before confirmationThe AI asks whether someone will be home.
  • Meter testingWhen a meter is due, the AI offers to schedule a visit.
  • Request statusA resident asks when the plumber will arrive, and the AI answers.
  • Resident confirms the fixA request is closed once the resident confirms to the AI that everything is fixed.
  • Field dispatchcustomized for youThe dispatcher sees the request, the technician's time slot, and any delays.

Inbound inquiries

  • Emergency lineA leak, no power, a stuck elevator – straight to on-call staff.
  • InformationOffice hours, rates, trash pickup schedule, and contact info.
  • Outage by addressA resident gives their address, and the AI says whether there's an outage and when it will be fixed; if not, it connects them to an agent.
  • Urgent firstA threat to life or property jumps ahead of routine requests.
  • Wrong lineBilling adjustments and major repairs don't belong on the emergency line – the AI transfers the caller to the right department.
  • Portal and paymentsCan't log in to the resident portal or pay online? The AI walks them through it.
  • Adjustments and heatingWhy the amount changed and when the heat will come on.
  • Letters and statementsA no-balance letter or an account statement – requested through the AI.
  • ComplaintsEach complaint is logged, assigned to someone, and tracked against its deadline.
  • Warranty repairsBuilder defects in a new building get a separate request.
  • Multiple sitesCalls go to the site office that manages the building.
  • CallbackLine busy? The resident gets a call back, with missed emergency calls first.
  • After hoursOffice closed? The AI answers questions.
  • Outage dayCall volume jumps, and the AI tells residents when service will be restored.
  • Click-to-callA button on your website lets residents call without dialing.

Outbound calls

  • Payment dueBefore the due date – the amount and a payment link.
  • Past-due balancesPromised date, payment plan, an agent on request; the longer the delay, the firmer the tone, within the rules you set.
  • Service alertsOutages and emergencies – only to the residents affected.
  • Meter reading callscustomized for youThe AI calls and records meter readings.
  • Contact updatesUpdating owners' phone numbers and consent to receive messages.
  • Repair ratingA rating after the technician's visit, with unhappy residents routed to the manager.
  • Owners' meetingInvitations to the annual owners' meeting.
  • Resident surveysWhat to improve in the courtyard and common areas.
  • VotingWhich playground to build in the courtyard – residents reply to a message, and results show up in the report right away.

Messaging

  • Messaging appsA photo of a leak sent by message stays with the request.
  • Statements by messageResidents get their statement and charges by text or WhatsApp, along with meter reading reminders.
  • WebsiteResidents write from a chat window on your website.
  • QR code in the lobbyA sticker by the entrance or in the elevator opens a chat with your company.
  • EmailEmails from owners and contractors arrive with all other inquiries.
  • Social mediaResidents post in the building's group and get an answer.
  • Google reviewscustomized for youYour staff see what residents write about your company on Google Maps.

Service and staff

  • NewslettersBuilding news and work schedules, for residents who opted in.
  • ContractorsIf a contractor does the work, the request goes to them, and the deadline stays tracked.
  • Owner verificationBefore discussing a balance, the resident is verified against the account.
  • Call quality reviewWas the dispatcher polite, and did they ask everything? Check the recordings.
  • New dispatchersSuggested replies on screen while they learn the ropes.
  • Topics for the AICall recordings show which common questions to hand off to the AI.
  • No programmer neededDispatchers or the supervisor add new topics for the AI themselves.
  • Report for the HOA boardHow many requests per building, how fast they were closed, and what residents complained about.
  • External systemsConnections to other systems you're required to report to – set up during implementation.
  • Call recordingsEmergency line calls are kept for disputes and inspections. Play a recording notice at the start of the call.

Modules

Contact center modules

Voice AI consultantTakes emergency calls at night.→AI consultant in chatRecords meter readings and technician requests by message.→IVR (phone menu)Tells residents the restoration time for their address.→Auto dialerAlerts residents about planned work and calls residents with past-due balances.→CallbackCalls back as soon as the line frees up.→OmnichannelKeeps chat photos together with the request and the call.→Speech analyticsReviews dispatcher conversations with residents.→APIPulls resident balances and charges from your accounting software.→
Emergencies to on-call staffRequests are taken at night too.
A quieter phone lineResidents hear about outages in advance.
Technicians on timeVisits are confirmed the day before.
Balances in viewThe AI reminds residents about past-due balances.

Getting started

Implementation for a property management company

  1. 01AssessmentWe count calls on outage days and overnight requests.
  2. 02AccountingWe connect the software that holds resident accounts and charges.
  3. 03RequestsWe link the emergency line to on-call staff and technicians.
  4. 04AI consultantWe give the AI building addresses, rates, and work procedures.
  5. 05AlertsWe set up building alert calls and balance reminder calls.
  6. 06LaunchWe start with a few buildings, then count how many calls the AI handled.

Preparation

What to decide up front

Who's on call at night?A dispatcher, the emergency crew, or a contractor.
Where are resident accounts?The software with charges and meter readings.
How do you announce work?By call, by message, or both.
When should payment calls go out?How many days before the due date to remind, and how many days past due to call.

Q&A

Frequently asked questions

Who takes emergency requests at night?

The AI: it records the address, unit, and what happened, and passes urgent requests straight to the on-call dispatcher.

What happens when the water is shut off?

The AI calls or messages the buildings in advance, and if a resident calls on the day of the work, the IVR tells them when the water will be back.

How does the platform know about outages?

A dispatcher enters the addresses and times, or your dispatch system sends them through the API.

Can residents give meter readings to the AI?

They can say them out loud or send them by message. This is a module set up for your company's accounting software.

How do I remind residents about past-due balances?

The AI calls residents who are behind: it states the amount, records the promised payment date, and sends a payment link. Residents who can't pay all at once are offered a payment plan. Calling hours and frequency follow the compliance settings you choose.

Can a resident find out when the technician will arrive?

They give the request number and hear the visit time, and they get a confirmation call the day before.

Will the AI explain a statement?

It explains what each charge is for, if your accounting software shares charges through the API.

Who keeps track of complaints?

Each complaint has an owner and a response date; the manager sees overdue ones right away.

What if the company has several site offices?

You keep one number: residents are connected to the office that manages their building, and reports are split by office.

Can residents send a photo of a leak?

A photo sent by message goes into the request, and the technician sees it before heading out.

How do I check how dispatchers are doing?

You don't need to listen to every recording: speech analytics scores the conversations when the resident's and the dispatcher's voices are recorded on separate tracks.

Does it connect to my accounting software?

During implementation, through the API: resident accounts and charges come from your accounting software.

Are emergency line recordings kept?

If a resident disputes that they called, or a housing inspector comes by, you can pull up the call and listen. Play a recording notice at the start of each call.

Can the platform connect to other systems I report to?

Integrations with external systems you're required to use are set up during implementation.

Does it work beyond property management?

It works for utilities, billing centers, and waste haulers: inquiries and alerts work the same way for them.

Who teaches the AI to answer new questions?

Your own staff, no programmer needed. Analytics shows which topics to hand off by flagging residents' most common questions.

What does a property management company pay?

There are no license fees. Costs are support hours on your plan, AI usage (speech recognition, voice synthesis, and the language model are each billed as separate services), and cloud hosting if you have no servers of your own.

Glossary

Terms on this page

IVR (interactive voice response)
A phone menu: the caller hears a greeting and picks the right department. 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 →
Call recording
Calls are saved so they can be replayed and disputes settled. Learn more →
Speech analytics
The system analyzes recorded calls automatically: topics, script adherence, customer emotions. Learn more →
Supervisor
Leads a team of agents: watches the queue and quality, helps and coaches. Learn more →
Omnichannel customer service
All channels in one agent workspace, with the customer's full history alongside. Learn more →
Dual-channel recording
Each speaker is recorded on a separate track. 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 →
Cloud deployment (cloud)
The platform runs on the vendor's servers, and agents connect over the internet. Learn more →
Hosting
You rent a server from a provider instead of buying one. Learn more →

More

More for property management

Payment reminders How the AI reminds residents about due dates. Learn more Auto dialer How to alert residents about upcoming work. Learn more After-hours answering Who answers at night and on weekends. Learn more Seasonal peaks How to handle a surge of calls. 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 →

Updated: