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Demo

For IT and security

The contact center from an IT and security perspective

Your IT team gets a system that doesn't add to its workload, and your security team gets to review it before launch. Nothing is installed on employee computers – a browser is enough – and we handle versions and backups. Run the system in our US and UK data centers, on your own Linux servers, or split between the two. Employees sign in with corporate accounts, recordings are stored encrypted, and the audit log and detailed logs show every action, down to who played a recording. Your own applications control calls and outbound campaigns through the API.

Get a quotePricing
2-7days to install on your serversRocky Linux, physical or virtual
SRTP + TLSencrypted voiceRecordings encrypted at rest
2-steplogin for every rolePlus detailed logs
0apps on workstationsBrowser only

Challenges

What worries IT and security when choosing a system

Hundreds of installsEvery software update on employee computers turns into desk-to-desk visits and lost weekends for IT.
Data leaving the buildingThe cloud service won't let you choose where recordings are stored, and company policy forbids moving them off-site.
A questionnaire with no answersSecurity asks about data flows and access, and the vendor sends a marketing brochure.
A closed systemCorporate software can't start a call by itself, and integrations rely on exports and workarounds.
No idea who listenedIt's unclear who opened recordings and summaries, and a terminated employee can still log in for a week.
No fallbackOne server goes down and the contact center stops – and nobody ever tested the backups.

Solution

What changes for IT and security

Hosting

Data stays where it's allowed to be

Run the system in our data centers in the US and the UK, on your servers, or in a mixed setup – for example, the system with us and recordings stored by your IT team. When you host it yourself, your company is responsible for the personal data.

  • US and UK data centers
  • Your environment
  • Hybrid

Access

Right permissions for each role, every action visible

Permissions are assigned by job role, and sign-in can go through Active Directory with a second verification step. The audit log records every action, including listening to calls, and a departing employee is disabled in one place.

  • Roles
  • Two-factor authentication
  • Audit log

Connections

The system fits into what already works

Connect any application to the platform through the API: your CRM, ERP, or in-house software. Each system gets its own key, revoking one doesn't affect the others, and calls to customers start right from your corporate software.

  • API
  • Keys
  • Your own apps

Reliability

A server failure doesn't stop the line

We handle backups and updates. If you order a standby, a backup server or site takes over when a server or the whole site fails, and if the office loses internet, calls go to mobile phones.

  • Backups
  • Standby server
  • Mobiles

Reviews

Security gets answers up front

Documents for reviewers – the data flow diagram and how the deployment is built – are ready in advance, and we answer your security team's questions. Calls and recordings are encrypted, the platform undergoes penetration testing, and your company decides how long to keep recordings.

  • Data flow diagram
  • Questionnaire
  • Retention period

Examples

Everyday IT and security tasks

What happens at launch and in daily work – and how we handle it.

Installation

Internal policy doesn't allow recordings to leave the company. IT sets up two Rocky Linux virtual machines, and we do the rest: install the system, set up the numbers, and run a pilot shift with your people. Five days later the line is live, and recordings never leave the company.

  • Rocky Linux
  • Numbers
  • Pilot shift
Example 1 of 4

You decide where the system runs and who can access what.

Features

More on hosting, security, and support

Hosting, security, connections, and ongoing support.

Hosting

  • Our cloudHosted in our data centers in the US and the UK; the first 50 GB of recordings are included in hosting.
  • Your own serversRocky Linux on bare metal or virtual machines, live in less than a week.
  • HybridAny split between the cloud and your servers.
  • Standby serverOptional; costs the same as the primary and takes over the load on failure.
  • Switch optionsMove from the cloud to your own hardware and back, along with settings and recordings.
  • AI on your hardwareBuy a GPU, and you can move speech recognition and AI agents in-house.
  • Backup siteIf one site goes down, the second takes over the load automatically.
  • Grow without rebuildingWhen headcount grows, add servers – no need to redo the deployment.
  • Database failure toleranceCustomers still get through even if the database is temporarily unavailable.
  • Cloud statusA dedicated page shows how the cloud is running and whether there were outages – no need to call support.

Security

  • Two-factor authenticationA stolen password isn't enough: every role requires a second sign-in step.
  • Audit logWho opened recordings, reports, and customer records, and what they changed.
  • Roles that match your orgWe add custom roles as part of ongoing support.
  • Hidden contact detailsThe customer's phone number and email are hidden from employees who don't need them.
  • Screen recordingBesides audio, the employee's screen is recorded, so a disputed case can be reviewed in full.
  • Retention periodYou decide when old recordings are deleted, based on your own policies.
  • Detailed logsThe platform logs every process, so you can reconstruct what was done, when, and by whom.
  • Single sign-onAccounts come from Active Directory, LDAP, or SAML – a departing employee loses access to every system at once.
  • Voice encryptionCalls can't be intercepted in transit: they travel over the secure SRTP and TLS protocols.
  • Encrypted recordings at restEven with a copy of the disk, recordings can't be played: audio is stored encrypted.
  • Keys stay with youYou control the encryption keys for recordings, not the vendor.
  • Pause for paymentsRecording stops while the customer reads out a card number, which makes PCI DSS requirements easier to meet.
  • Redacted transcriptsCard numbers, ID numbers, and similar details are removed before text goes to AI.
  • Number blocklistSpam is stopped before the queue, so agents don't waste time on it.
  • Security testingThe platform undergoes regular penetration testing and vulnerability scanning.

Connections

  • APIYour software places calls, starts outbound campaigns, and reads data automatically.
  • One key per systemAccess for one application is revoked separately from the others.
  • Bitrix24 and Kommo (amoCRM)Cloud and on-premises editions, without their built-in telephony.
  • Salesforce, Dynamics 365, SuiteCRMConnected through the API, so call outcomes are saved to your CRM.
  • Separate tracksAgent and caller audio are recorded on two separate channels – speech analytics requires this.
  • Asterisk and FreeSWITCHBuilt on Asterisk, with FreeSWITCH in front of it if you want.
  • NumbersLocal and toll-free numbers are ordered from your carrier.
  • Secure APIApplications authenticate with OAuth 2.0, and rate limits keep any one of them from overloading the system.

Ongoing support

  • UpdatesWe install them ourselves, without your administrators.
  • BackupsWe take them ourselves; if the system runs on your side, backups stay on your hardware.
  • 30-minute responseResponse time on our two top support plans.
  • 24/7Night and weekend support hours are billed at double the rate.
  • Included hoursMonthly: Pro includes 16 engineer hours, Maxi includes 40.
  • Leave without lossesIf you decide to leave, you take all recordings and customer data with you.
  • DocumentationModule documentation lets you run the system yourself or with an integrator.

Modules

What IT gets

Your own serversThe system is deployed on your hardware in a matter of days, and data never leaves your premises. Support is handled by your IT team, by our team, or shared between you.→Hybrid deploymentSome parts of the system run with us, others on your side – for example, call recordings stored with you. Employees see one system.→SecurityRole-based permissions, two-factor authentication, an audit log, detailed logs, contact masking, and encrypted recordings. Your security team knows in advance how the deployment works and where data goes.→APICalls, outbound campaigns, and data are available to your systems, each with its own key. Corporate applications start calls automatically and pick up the results.→AsteriskThe platform is built on open-source Asterisk telephony, which your administrators can access directly if needed.→Server deploymentWe size the hardware to your headcount, install the system, and test it on a pilot shift. Administrators receive documentation and access.→
Nothing to install on workstationsThe workspace runs in a browser tab, so there's nothing to install. IT doesn't have to update hundreds of machines or track versions.
Hosting that follows your policiesOur hosting in America or Britain, your own hardware, or a combination – it's your call. If you prefer, recordings can be kept exclusively on your side.
Security review without a scrambleA description of where and how data moves, plus answers to your security questionnaire, are ready before launch. Approval doesn't hold up the project.
Connected to your corporate softwareCorporate applications connect through the API, each with its own key. An employee clicks a button in a familiar app, and the call starts.

Launch

How we launch

  1. 01RequirementsWe review your security requirements, where and for how long data must be stored, and which applications need to connect. These determine where the platform will run.
  2. 02ArchitectureWe choose the hosting option, size the machines to your headcount, and document the data flow – this document goes to your approvers.
  3. 03InstallationYour administrators prepare the machines (Rocky Linux), and we install the platform and set up numbers – usually in less than a week. Porting existing numbers takes longer: your carrier handles it.
  4. 04IntegrationsWe connect your CRM, ERP, and in-house software to the platform, issue access keys, and set up roles and two-factor authentication.
  5. 05Ongoing supportFrom there we keep versions and backups current and respond to requests within your support plan's response times. Engineering work is covered by your plan.

Preparation

What to decide in advance

Where will the system run?Our cloud, your own hardware, or hybrid – your IT and security teams decide.
What servers do you have?Physical machines or VMs both work; we'll calculate how many you need for your headcount.
What needs to connect?Name the CRM, business systems, and in-house software to connect to the platform.
What are your security requirements?Send us your questionnaire or internal policies – we'll answer before kickoff.
Who will maintain the system?Hand it to us, keep it with your administrators, or split the work – decide before launch.

Q&A

Frequently asked questions

Where is data stored in the cloud?

The cloud version runs in our data centers in the US and the UK. If you install the system on your own hardware, everything stays with you, and your company is responsible for the data under the laws that apply to you.

What servers do we need?

Machines running Rocky Linux (other Linux distributions work too), physical or virtual. The number grows with headcount: one for up to 10 agents, four for up to 200, and custom sizing beyond that.

Do we need to install software on computers?

No. A standard browser is enough, and a phone works too.

How do we investigate a security incident?

With the platform's detailed logs and the audit log: they show which employee opened, listened to, or changed information, down to the minute.

How is sign-in protected?

With two-factor authentication, no exceptions for any role. Accounts can sync from your corporate directory, and user actions are saved in the audit log.

Can our in-house system connect?

We'll connect it: it gets its own API key, and calls start right from its window.

Who handles versions and backups?

Our team: we install new versions and take the backups.

What happens if a server fails?

A standby machine or a second site takes over the load if you have one set up; if the office loses internet, calls go to mobile phones.

How much do seat licenses cost?

There are none. You pay only for engineering support under your chosen plan, plus hosting if the system runs with us.

How are calls and recordings encrypted?

Calls travel over SRTP and TLS, and recordings are stored encrypted, with the keys under your control.

What do we take with us if we end the contract?

The full recording archive and customer history – we keep nothing back.

Glossary

Terms on this page

Encryption
Encrypted data can't be read without the key. Learn more →
API (application programming interface)
The way programs exchange data with each other without a person in the loop. Learn more →
Backup
Data is regularly copied to a separate place so it can be restored if something goes wrong. 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 →
Data center
A building with servers, backup power, cooling, and network links. Learn more →
CRM – customer relationship management
Where a company keeps its customers, deals, and full communication history. Learn more →
Hybrid deployment
Part of the system runs on the company's servers, part in the vendor's cloud. 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 →
Virtual server
A software-defined machine that shares hardware with others. Learn more →
Customer record
The screen of customer data an agent sees during a conversation. 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 →
Dual-channel recording
Each speaker is recorded on a separate track. Learn more →
Speech analytics
The system analyzes recorded calls automatically: topics, script adherence, customer emotions. Learn more →
Call recording
Calls are saved so they can be replayed and disputes settled. Learn more →

More

More for IT and security

Deployment options Our cloud, your own servers, or hybrid – what fits your company's policies. A comparison of the options by data control and cost. Learn more Data security Roles, two-factor authentication, the audit log, and encryption. How calls and customer data are protected at every level. Learn more API and protocols How to connect your CRM, ERP, and in-house software and start calls from them. Each system has its own key that you can revoke. Learn more On your servers Hardware sizing, installation on your servers, and a pilot shift. Administrators get documentation and access. 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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