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Language: English
Demo

For executives

A contact center your leadership team can actually read

Leadership gets three things: the full customer picture without manual spreadsheets, a score for every conversation, and a budget with no license fees. A customer's calls, chats, and emails show up together, reports arrive automatically, and speech analytics scores every call. You can see where customers and revenue slip away: unanswered calls, weak ad channels, frustrated customers. After hours, an AI consultant answers customers' repeat questions. Call audio and chat transcripts belong to your company, whether the platform runs in the cloud or on your own servers.

Get a quotePricing
$0license feesYou pay only for support
2.75Mcalls a dayAcross all customers on the platform
500+projects since 2008Team experience
~30built-in reportsPlus a report builder

Challenges

What keeps leadership up at night

Numbers in piecesMetrics are pulled by hand from five spreadsheets, and by the morning meeting they're already out of date.
Silent lossesNobody counts the missed calls and the inquiries that came in after hours, yet each one is money.
Quality on paperTwo or three calls out of hundreds get reviewed, and the CEO hears about a rude agent from an angry customer.
Paying for every seatEvery workstation needs its own license, and chat, recording, and analytics are separate subscriptions.
Locked in by your vendorCall audio sits with the vendor, and switching systems means risking your entire history.
Growth breaks the systemA new office or a seasonal spike turns into a separate, expensive project.

Solution

What changes for leadership

Visibility

You always know where things stand

Built-in reports answer the main questions, and a report builder and a real-time dashboard cover the rest. Service level, workload, and results by department arrive by email on a regular schedule, and the CEO sees one summary across all branches.

  • Reports
  • Monitoring
  • Email reports

Revenue

You see where revenue leaks

Missed calls are broken down by reason, department, and channel, and the system calls back customers who missed you within a minute. Marketing attribution matches sales and spend across every ad source, so you see what money is being lost and where to win it back.

  • Missed calls
  • Callback
  • Channels

Quality

Every call scored, not just a sample

Speech analytics checks every conversation against a QA scorecard, scores each agent, and picks out the calls worth reviewing. Leadership learns about an unhappy customer before a formal complaint arrives.

  • Checklist
  • Scores
  • Alerts

AI

AI agents take on the routine work

Customers get answers overnight too: the AI consultant handles the conversation by itself and hands a hard question to a person along with the full history. The AI assistant gives agents suggestions, so new hires work without a mentor sooner.

  • Overnight
  • Suggestions
  • New hires

Risk

Your customer data stays yours

Our cloud, your own server, or a mix – the choice is yours. Two-factor authentication and an audit log protect your data, and if you leave us, you take the whole archive with you.

  • US and UK data centers
  • Your server room
  • Audit log

Examples

Everyday leadership tasks

What typically lands on an executive's desk.

Report

By 9:00 AM Monday, the CEO gets an email with the week's results: calls answered and missed, service level, deals per sales rep, and what changed from last week. The meeting is spent finding causes instead of arguing over whose numbers are right.

  • Email reports
  • Comparison
  • Sales reps
Example 1 of 4

You decide what goes into the reports and who receives them.

Capabilities

More for leadership

Visibility, revenue, customers, and risk management.

Visibility

  • Real-time monitoringLive calls, the queue, and totals since midnight on one screen, updated automatically.
  • Service levelSee what share of calls was answered within the target, right now.
  • Spike alertWhen the line is overwhelmed, the manager gets an alert immediately.
  • Report builderBuild the data view you need yourself, with no developer.
  • Scheduled reportsYou choose the frequency, and the email arrives without reminders.
  • All offices togetherA branch sees its own data; the CEO sees the whole company.
  • From your phoneCheck the line from a smartphone – a browser is all you need.
  • Executive dashboardThe key metrics are on one prebuilt panel, with nothing to set up.
  • Contact reasonsSee why people call and what is starting to worry customers more often, so you spot a problem before the complaints.
  • Repeat callsHow many customers call a second time about the same issue – a sign it wasn't fully resolved.
  • First contact resolutionThe share of issues resolved on the first contact gets its own line in the report.

Revenue

  • No license feesYou don't buy the platform: you pay for support and, in the cloud, for hosting.
  • Marketing attributionSee which ad source pays off and which doesn't.
  • Why calls were missedUnanswered calls broken down by employee, department, and source.
  • Callback in a minuteA customer gets a call back almost immediately after a missed call or a new inquiry.
  • Lower-cost routesOutbound calls cost less: they go through several carriers on the most cost-effective routes.
  • Cost per lead by channelWhat one inquiry from each ad source costs – weak channels stand out right away.
  • Inquiry funnelSee where customers drop off: at the ad, while the inquiry is handled, or at the offer.
  • Upsell trackingA report shows whether employees offer add-ons and higher-tier options, keeping average order value in check.
  • Costs that follow the seasonAdd servers and seats for the peak and remove them after – you don't pay for idle capacity all year.
  • Timesheets for accountingHours worked are calculated automatically, so accounting doesn't have to reconcile logs.
  • Productive timeSee how much paid time agents actually spend with customers.

Customers and quality

  • Every call reviewedEvery conversation is scored item by item, and each item has its own weight.
  • Unhappy customerA low score or frustration in a call triggers an alert to the manager.
  • Customer feedbackThe ratings customers give after a call are collected in reports.
  • VIPs skip the queueCustomers the CRM flags as high-value are connected to their account manager, bypassing the queue.
  • What you don't carryCalls reveal what customers ask for that you don't sell yet – ready-made ideas for your product line.
  • Objections and competitorsCommon reasons for saying no and calls where the customer mentions a competitor show what's getting in the way of sales.
  • Voice of the customerWhat people say about your product and service goes to marketing and product automatically.
  • Churn riskA combined score shows which customers you need to retain.
  • Answers overnightCustomer questions don't wait until morning – the AI consultant handles them and leaves the hard ones to people.
  • Partner portalPartners and large customers track their own inquiries.

Risk management

  • You choose where data livesOur data centers in the US and the UK, your server room, or a combination of both.
  • Leave without lossesIf we stop working together, the call archive and the database stay with you.
  • Audit logOpening a recording or a customer record and every edit are logged with who did it and when.
  • Our own engineersThe platform is built and supported by our own engineering team.
  • Moving off Avaya and CiscoLeave a legacy system and bring your audio archive and settings with you.
  • Several centers in oneOne installation instead of several: separate lines for customers, job applicants, and HR.
  • Backup data centerIf one site goes down, work switches to the second.

Modules

What leadership gets

ReportsThirty templates and a builder for your own reports. Emails with the numbers go out on a schedule, and any period is easy to compare with the one before.→MonitoringThe live picture: who is on a call, how many people are waiting, how busy agents are, and the day's totals. You can check it from your phone too.→Speech analyticsListens to every call and flags unhappy customers and missed required phrases. By morning, managers have a list of calls to review.→AI consultantHandles chats and phone calls with customers around the clock, captures leads and orders, and hands complex cases to people with the full background.→AI assistantDuring the call it suggests an answer and the next step to the employee, and afterward it fills in the CRM record automatically.→Single customer timelinePhone calls, messaging apps, website chats, and email appear in one customer record and roll into shared statistics.→
Don't pay per seatYour budget goes to a support plan, plus hosting if you use the cloud. A new agent on the line doesn't need a new license.
The whole customerA customer's calls, chats, and email come together in one history. Leadership sees the full picture, not fragments from three services.
Numbers come to youReports arrive by email on a schedule, and any of them can be compared with the previous period. Everything is calculated before the meeting, no assistant needed.
The system fits your companyWe configure the platform around the way you already work and build anything missing as a separate module. You don't have to reshape your business around someone else's software.

Launch

How we launch

  1. 01GoalWe start with the area where you lose the most revenue or time: usually unanswered calls and inquiries that come in overnight.
  2. 02DemoAfter you fill out the demo form, you get access to a demo contact center with sample data, and then we run a walkthrough for your industry.
  3. 03EstimateWe size the servers, hosting, and the right support plan for your team. There won't be a "licenses" line in the estimate.
  4. 04SetupIn the cloud the system is up in a day; on your servers, within a week. Porting your existing numbers is done by your carrier and takes longer. We set up leadership reports right away.
  5. 05GrowthNew reports, queues, and modules are added on your request and billed to your support plan.

Preparation

What to decide up front

What result do you need?Pick one or two goals: fewer missed calls, higher sales, or better quality.
Cloud or your own server?Run it in our US and UK data centers, on your own servers, or combine the two.
Who leads the project?Assign an owner – usually the contact center manager or the head of sales.
What should we connect?The CRM and business systems where you track customers and deals.
Which numbers does leadership review?Send the spreadsheets you now put together by hand, and we'll rebuild them in the report builder.

Q&A

Frequently asked questions

Where should we start?

With the area that hurts most – usually unanswered calls and after-hours inquiries: losses there are the easiest to measure and reduce.

How much will we pay?

There are no license fees. You pay for a support plan and, for the cloud version, for hosting: from $40 a month for ten agents. Setup and configuration work is billed against support plan hours. In the cloud, speech analytics is billed per minute of conversation (from $0.015 a minute); on your own hardware there's no per-minute meter, and the language model is paid for separately.

How can we evaluate the system up front?

Fill out the demo form and we'll send you access to a demo where you can pick your industry, then walk you through it.

Will an AI consultant pay off?

Our ROI calculator gives a rough estimate, and we'll calculate an exact one on your real inquiries.

Do we keep our data if we stop using the system?

You do: the full audio archive and contact database are handed over to you.

Can we keep all our data in-house?

Install the system on your own servers – the features stay the same. Running AI and speech recognition in-house requires a GPU.

Who customizes the system for us?

Our team, at your manager's request, billed in support plan hours.

Who builds and supports the system?

Our own engineering team develops and supports the platform.

Glossary

Terms on this page

Cloud deployment (cloud)
The platform runs on the vendor's servers, and agents connect over the internet. Learn more →
Speech analytics
The system analyzes recorded calls automatically: topics, script adherence, customer emotions. 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 →
On-premises deployment
The system runs on the company's own servers, not in the vendor's cloud. Learn more →
Service level (SL)
The share of calls answered within a set time – for example, 80% in 20 seconds. Learn more →
CRM – customer relationship management
Where a company keeps its customers, deals, and full communication history. Learn more →
Customer record
The screen of customer data an agent sees during a conversation. 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 →
FCR – first contact resolution
How many issues get resolved the first time, so the customer doesn't have to call again. Learn more →
Customer portal
A secure area of the website where customers track their requests. Learn more →
Backup
Data is regularly copied to a separate place so it can be restored if something goes wrong. Learn more →
Large language model (LLM)
A neural network that understands questions asked in everyday words and answers the same way. Learn more →
Speech-to-text
Turns spoken conversation into text. Learn more →

More

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Blog

Fresh from the blog

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