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Language: English
Demo

For agents

Everything for the customer conversation, right in front of the agent

With CONTACT.WORK, agents spend their time on customers, not on switching windows and hunting for data. Inbound calls, messages, and email line up in one list. The customer record opens before the agent says hello, the AI assistant suggests what to say, and the call outcome lands in your CRM without copy-paste. Each agent handles more, new hires work on their own sooner, and AI takes the repetitive questions so people can focus on the hard ones.

Get a quotePricing
1feed for every channelNo window switching
0apps to installWorks in the browser
$0per agent seatNo license fees
Eveningsand weekends covered by AISimple questions, no people needed

Challenges

Where your business loses agent and customer time

Scattered windowsPhone, messaging, and CRM all live apart. While the agent switches between them, the customer hears silence, and the shift is lost to extra clicks.
Starting from scratch every timePast conversations aren't visible, so the customer has to repeat the order number and explain the problem all over again – and hangs up annoyed.
Digging through foldersAgents search shared documents for the right policy while the customer waits on the line.
Copying call notesAgents retype call outcomes into the CRM by hand. By evening some notes are lost, and potential sales go with them.
The same calls over and overMuch of the shift goes to "where's my package," "how much is it," and "what are your hours" – experienced people spend time on answers AI could give.
Schedules as screenshotsThe schedule arrives as a screenshot in a group chat, days off get settled in private messages, and the manager spends time on this instead of the queue.

Solution

What changes for the agent

Feed

No inquiry gets lost – and no customer either

Calls, messages, the website widget, and email are worked from one list. If a customer wrote in the morning and called in the afternoon, the conversation picks up from the same question, and a missed message doesn't send them to a competitor.

  • All channels
  • One queue
  • Nothing gets lost

Record

Shorter calls, happier customers

The customer record pops up with the call: name, past inquiries, contract, and payments from your business systems. The agent doesn't ask for the order number again, and each call takes less time.

  • Name and history
  • Account data
  • On every call

Suggestions

New hires answer without a mentor sooner

The AI assistant recognizes the topic and shows the relevant article, and a supervisor can whisper advice only the agent hears. You spend less on training and mentoring.

  • Relevant article
  • Script step
  • Supervisor whisper

Outcomes

Complete CRM data without manual entry

When the call ends, the summary, recording, and topic go to your CRM – Bitrix24, Kommo (amoCRM), or another. Managers see every conversation, and agents don't spend minutes copying.

  • Summary
  • Recording
  • Topic

Shifts

Schedules without back-and-forth or disputes

Agents open their monthly schedule, request PTO or a swap right in the system, and get a notification when a shift moves. Managers don't spend hours sorting it out in messaging apps.

  • Schedule
  • Requests
  • Notifications

Examples

Four moments from an agent's shift

Ordinary moments in a workday – and how the system helps.

After yesterday's chat

Last night a customer asked in chat where their package was, and this morning they call. On the first ring the agent sees their name, yesterday's chat, and the order number, so they say right away when the courier will arrive. The call is short, and nobody has to repeat anything.

  • Yesterday's chat
  • Order number
  • Instant answer
Example 1 of 4

We tailor the customer record, suggestions, and callback order to your lines.

Features

More workspace features

Calls, messaging, help, schedules, and security.

Calls

  • No desk phoneCalls come into the browser – all you need is a headset.
  • To mobileWhen an agent steps away, the call forwards to their mobile phone.
  • Pass to a colleagueSend the call to another agent or a department from the customer record.
  • VoicemailIf no one can answer, the caller leaves a message, and it reaches your agents.
  • Expected waitCallers in the queue hear roughly how long until someone answers.
  • CallbackCallback requests collect in a separate list that agents work through in order.
  • Wrap-up timeAfter-call work time lets the agent finish notes: no new call comes in until it ends.
  • Disposition codeEach call outcome gets one tag, and the tags show what customers contact you about.
  • Scheduled callbackBook a callback for a specific date and time, and the system reminds you when it's due.
  • Three-way callAdd a colleague or specialist to the conversation without putting the customer on hold.
  • Dialing without dead airNumbers from your list are dialed automatically, and the agent is connected only when a person picks up.

Messaging

  • WhatsApp, Telegram, website, emailAgents handle messages from every source alongside calls.
  • AI firstThe AI consultant resolves simple messages, and the rest go to people.
  • Chat handoffWhen the AI hands over a chat, the agent reads the whole conversation from the start.
  • Several chats at onceAgents run several conversations in parallel and switch between them with one click.
  • Canned responsesInsert frequent answers with one click and edit them before sending.
  • Check before sendingAI fixes typos and softens the tone before a message goes to the customer.

Help

  • One knowledge baseOne knowledge base for agents and AI agents – no conflicting versions of your policies.
  • Advice mid-conversationWhile the customer explains the problem, the right article appears on screen.
  • For new hiresThe AI assistant explains internal policies and helps new hires settle in faster.
  • Supervisor whisperA supervisor listens in and gives advice the caller can't hear.
  • Ask for helpOne click sends the supervisor a request for help with this conversation.
  • Barge-inIn a tough situation, the supervisor can take over the conversation from the agent.
  • Team chatAsk a colleague a quick question right here, without third-party messaging apps.
  • Source linkEvery AI suggestion links to a knowledge base article, and if data is missing, the assistant says so.
  • Objection handlingAI recognizes the customer's objection and suggests a fitting response.
  • Short summaryWhen an inquiry is handed off, AI writes a brief summary of the conversation for the next agent.

Schedules and numbers

  • ScheduleA monthly schedule plus a notification if a shift moves.
  • Day off and swapRequests go to the manager through the system, not private messages.
  • Personal metricsHow many calls and chats the agent handled today.
  • StatusesReady, Break, Training, and custom statuses; Unavailable is set automatically when the screen locks.
  • Until break and end of shiftTime left to work is shown right on screen.
  • Call reviewsSpeech analytics scores every conversation against your criteria, so agents are rated on facts, not a random sample.

Data protection

  • Hidden contact detailsHide the customer's phone number and email from agents who don't need them for the job.
  • Screen recordingThe agent's screen is recorded along with the call, so disputed cases are easy to review.

Modules

What agents get

Omnichannel windowInbound calls, chats, and email arrive in one stream, so nothing falls between apps. A customer who starts in WhatsApp continues by phone without repeating themselves – less frustration and fewer repeat calls.→AI assistant for agentsCuts call time: while the caller explains, the assistant shows the right instruction section and the next script step. New hires work on their own sooner.→Knowledge basePolicies for people and for AI live in one place and are edited once: fix an article, and both agents and the bot give the same answer after retraining.→Browser-based callingNo desk phones or software installs: agents need only a headset and can work from the office, from home, or on the road.→AI consultant in chatsHandles simple customer messages in the evening and during rushes, so you don't have to staff extra people for repetitive questions. Complex issues go to an agent, who sees the full conversation.→Shift planningSchedules, days off, and swaps are handled in the system: agents see their shifts, managers account for preferences, and the line has no idle or understaffed hours.→
More conversations per shiftEvery channel feeds one list, so agents don't lose minutes switching windows. They answer more customers each shift.
Shorter conversationsThe agent sees the customer record with history and contract before the first hello, so nobody asks the customer to start over. The conversation gets to the point faster.
New hires on the line soonerAs the conversation goes on, the AI assistant shows the right article and what to say next. New hires handle calls on their own sooner, and mentors get interrupted less.
Hire beyond your officeA browser and a headset are all an agent needs, so you can hire people in other cities. No dedicated workstations or desktop software.

Launch

How we launch

  1. 01DiscoveryWe look at the apps your agents use now and the most common topics on the line. Based on that, we decide what goes into the customer record and the suggestions.
  2. 02Customer recordWe choose what the agent sees when a customer calls and connect those systems so the call outcome flows back without copying.
  3. 03Knowledge baseWe move your policies and canned answers into the knowledge base. The AI assistant draws suggestions from it, and after retraining the AI consultant uses it to answer customers.
  4. 04Pilot shiftA few agents take real customers in the new window. We fix whatever bothers them in the record and suggestions before bringing everyone else on.
  5. 05Ongoing supportFrom there we add fields, suggestions, and scripts as your manager requests. Our engineers' time is billed against your support hours.

Preparation

What to decide in advance

Which channels to connect?List the phone numbers, messaging apps, web form, and email addresses customers use to reach you.
What to show on a call?Decide which fields from your CRM and business systems should pop up when a call comes in.
Where are your policies?Gather call scripts, instructions, and frequent answers – we'll build the knowledge base from them.
Who works remotely?Flag these agents: at home they'll need a headset with a microphone and reliable internet.
Where do complex issues go?Make a list of departments and people who take escalated questions.

Q&A

Frequently asked questions

Do agents need several apps open?

No. Everything for the conversation is in one window, and the outcome goes to the CRM automatically.

Can an agent really handle several chats at once?

Absolutely: agents keep several conversations open at the same time and insert frequent answers as canned responses.

Can agents work remotely?

They can. They need a computer, a headset, and a reliable connection – nothing to install.

How much does it cost to add another agent?

Nothing: agent seats are free, however many people you add. The calculator estimates what support and hosting will cost.

Pricing calculator →

Does the system work on a phone?

It runs in a smartphone's browser; there's no separate app.

What happens to calls if the office loses internet?

Calls automatically forward to employees' mobile numbers, and customers keep getting through.

How does the AI assistant help a new hire?

During a call it finds the right article and suggests what to do next. Between calls it answers questions about customer policies, their own shifts, and PTO.

How can a supervisor help on a difficult call?

The supervisor can listen in and coach the agent without the caller hearing, and take over the call if needed.

How do I transfer a call to another agent?

With one button in the customer record: your colleague gets the call along with the full history.

How can I see the workspace before buying?

Through the demo: fill out the demo form, enter the code we email you, and choose the agent role. All customers in the demo are fictional.

Glossary

Terms on this page

Supervisor
Leads a team of agents: watches the queue and quality, helps and coaches. Learn more →
Customer record
The screen of customer data an agent sees during a conversation. Learn more →
Knowledge base
All answers, policies, and prices in one place – for agents and AI. Learn more →
CRM – customer relationship management
Where a company keeps its customers, deals, and full communication history. 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 →
Whisper coaching
Supervisor coaching that only the agent can hear. Learn more →
After-call work (ACW)
What an agent does right after a call: outcome, customer record, tasks. Learn more →
Voicemail
A recorded message when the person does not pick up. Learn more →
Speech analytics
The system analyzes recorded calls automatically: topics, script adherence, customer emotions. Learn more →
Omnichannel customer service
All channels in one agent workspace, with the customer's full history alongside. Learn more →
Call script
A call playbook: what to say, what to ask, and how to handle objections. Learn more →
Escalation – passing an inquiry to the next level
Passing a complex inquiry to a specialist at the next level. Learn more →
Hosting
You rent a server from a provider instead of buying one. Learn more →

More

More for agents

Omnichannel inbox Calls, messages, and email go into one queue and one customer history. Agents don't switch between apps and don't lose anything. Learn more AI assistant for calls and sales Suggests the answer and next step while the customer is on the line, and fills in the outcome after the call. New hires work with confidence from day one. Learn more Knowledge base Product and policy answers in one place. Agents and AI agents rely on the same articles. Learn more Browser softphone The softphone opens in a browser tab – no software to install, no desk phones. A new workstation is a login and a headset. 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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