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Language: English
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Use cases

Lead qualification

With CONTACT.WORK, every new lead from a web form, an ad, or a messaging app gets a call or message from an AI agent right away, and your company can send high-value leads straight to a sales rep. The agent asks the questions from your script – what the customer needs, their budget, when they plan to buy, and who makes the decision – and saves the answers to your CRM. A ready buyer is transferred to a rep on the spot, the rest get a callback at a time that suits them, and your reps stay focused on deals.

Get a quotePricing
3interest levelsTagged by the agent after each call
AnyCRM with an APIFrom Bitrix24 to your own in-house system
1customer timelineCalls, chats, and email side by side
$0license feesYou pay for support hours; AI and cloud hosting are billed separately

Challenges

What goes wrong when leads are sorted by hand

Leads go coldA rep calls back hours later, after the customer has already chosen another company.
Wasted callsReps spend half the day talking to people who were only checking prices and have no plans to buy.
Answers get lostWhat the customer said about budget and timing stays in the rep's notebook, not in the CRM.
“Call me later”The customer asks for a call next week, and nobody remembers to make it.
Answering machinesReps lose hours to voicemail greetings and dead air.
No idea where buyers come fromIt's unclear which ad channel brings the leads that actually turn into sales.

Solution

How sales benefits

Speed

Contact without delay

As soon as an inquiry arrives – from a web form, an ad, a social media lead form, or a messaging app – the platform calls or replies to the customer right away. If the number isn't in your CRM yet, a new contact and deal are created on the spot.

  • All sources
  • Deal in the CRM
  • Instant call

Questions

The answers your reps need, already collected

The voice AI consultant on the phone or the text AI consultant in chat finds out what matters to you: the customer's need, budget, timeline, and who makes the buying decision. Each answer goes into the right field, and the call recording is attached to the deal.

  • Your script
  • Calls and chats
  • Deal fields

Handoff

A ready buyer goes straight to a rep

A qualified customer is transferred to whichever available rep sells best to buyers like them. The rep sees the answers before saying hello. If nobody is free, the CRM gets a callback task.

  • Live transfer
  • The right rep
  • CRM task

Retries

A missed call isn't a lost lead

The system calls back anyone who didn't answer, following the retry rules you set. It detects answering machines before connecting and can leave a prerecorded message. Customers who asked for a later call get it on the day and at the hour they named.

  • Retry attempts
  • Answering machine detection
  • Callback on time

Priority

Call the likeliest buyers first

A machine learning model scores leads based on your sales history and moves the most promising ones to the top of the call list. It is tested on past data and piloted on a share of leads first.

  • Lead scoring
  • Call order
  • Tested on history

Examples

Leads in four situations

How it worked without the AI agent and how it works now.

A lead after business hours

Someone filled out the form on your website late in the evening, after the workday ended. The inquiry used to wait until morning, and by then the customer had already bought elsewhere. Now the agent calls back right away, finds out the need and timeline, and books a call with a rep for the next morning at an hour that works for the customer. When the rep gets in, the answers are already in the CRM, so the conversation starts with an offer, not with questions.

  • Instant call
  • Data in the CRM
  • Time booked with a rep
Example 1 of 4

You choose the questions and handoff rules, and we set them up before launch.

Capabilities

More features for working with leads

Lead capture, the conversation, follow-up, handoff to a rep, and oversight.

Lead capture

  • Every channelInquiries come in from everywhere: your website, email, messaging apps, SMS, social media lead forms, and Google reviews (Google Business Profile).
  • Lead sourceFor every lead you can see which form, chat, or ad campaign it came from.
  • Automatic deal creationFor a new number that isn't in your CRM yet, the system opens a deal and creates a contact automatically.
  • Calls in local timeThe dialer follows each customer's time zone, so nobody gets a call late at night or early in the morning.
  • Calls triggered by pipeline stageThe agent also calls a customer when their deal moves to a pipeline stage you choose.
  • Memory of past inquiriesThe agent has access to past chats and form answers, so it doesn't ask for what it already knows.

The conversation

  • Voice or chatOn the phone, the customer talks to the voice AI consultant; in messaging apps, the AI consultant in chat replies.
  • Answers to customer questionsThe agent can answer the customer's questions and concerns using your knowledge base.
  • Meetings on the calendarThe agent offers the customer open slots in the rep's schedule and adds the meeting to the rep's calendar, linked to the deal.
  • Correct pronunciationThe agent pronounces your company and product names the right way.
  • The customer's languagebuilt for youThe agent detects which language the customer speaks and continues the conversation in it.
  • Answering machines aren't a problemIf an answering machine picks up, the agent leaves a prerecorded voice message.
  • Suggested replies for repsWhen a rep is on the call, the AI assistant suggests what to say next and shows the next script step on screen.

After the conversation

  • Deal fields filled inAfter the conversation, the AI enters the details into the deal record automatically.
  • Interest tagBased on the customer's answers, the lead is tagged with high, medium, or low interest.
  • Deals move automaticallyDepending on how the call went, the deal moves to the next stage and the actions you set up are triggered.
  • Follow-up after the callRight after the conversation, the agent sends the customer a summary by chat or SMS and can include a link to a price list or payment page.
  • Nurturing leads who aren't readyCustomers who aren't ready yet get follow-up calls or messages after a set interval.
  • “Don't call me again”When a customer opts out of calls, it's recorded and the number is automatically added to your do-not-call list for outbound campaigns.

Handoff and oversight

  • A briefing before connectingBefore connecting the call, the agent sums up the conversation for the rep in a few seconds.
  • High-value leads go to repsYou decide which leads the agent talks to first and which it passes to an available rep without a conversation.
  • Customers stay with their repWhen a customer gets in touch again, the inquiry goes to the rep who handled them before.
  • Missed inquiry alertsA rep gets an alert when they miss a customer's inquiry.
  • Predictive dialingWhen there are many leads, the system dials ahead so reps don't sit idle waiting for a connection.
  • Report for every repCall counts and closed deals appear side by side in one table.
  • Objections in conversationsSpeech analytics collects calls where customers say “too expensive” or “I'll think about it,” which helps you refine the script.
  • Lead scoring by a modelbuilt for youThe model moves the leads most likely to buy up the queue and learns from the history of your deals.
  • End-to-end analyticsbuilt for youFor any ad channel you can see the sales it brought in and the money spent on it.

Modules

Contact center modules

Voice AI consultantCalls the customer back, runs the conversation using your questions, and if the person is ready to buy, connects them to a rep without a pause.→AI consultant in chatTalks to customers in messaging apps and website chat, suggests the right service, and hands the rep a fully qualified lead.→Auto dialerCalls new customers and retries on a schedule, checking each customer's local time so the call comes at a good moment. Respects consent and your do-not-call list.→Answering machine detectionDetects answering machines and dead lines before connecting, so the agent and reps talk only to real people.→Smart transferSends a ready customer to the rep with the most deals among similar buyers, or to the rep who has already worked with this customer.→Machine learningScores every lead based on past sales and reorders the call list so the most promising customers are called first.→
A call before interest cools offThe agent dials while the lead is still fresh and the person hasn't picked another vendor, so they're more willing to talk. You decide which leads the agent handles.
Reps sell instead of cold-callingThe agent talks to the customer first. Reps get customers with a clear need, budget, and timeline, and spend their day on deals instead of working through a long call list.
“Not now” customers come back into the pipelineIf a customer doesn't pick up, the agent calls again, and if they ask to be contacted later, it schedules a call for the time they choose. Contacts don't get lost in lists and spreadsheets.
See which channels bring buyersEach deal stores the customer's answers, the recording, and a short call summary. Reps don't need to ask the same questions twice, and managers can see which channels the paying customers came from.

Launch

Implementation: from questions to launch

  1. 01QuestionsTogether with your team, we agree on which answers show a customer is ready to buy and which mean a no.
  2. 02SourcesWe connect your website, ad accounts, messaging apps, and lead forms so every lead gets handled without waiting.
  3. 03CRMWe connect the platform to your CRM through its API: which fields get the answers, who the deal is assigned to, and which tasks to create.
  4. 04ScriptWe write the texts for the voice agent and chat, set the number of retry calls, and record the answering machine message.
  5. 05PilotYour team calls the agent to test the script, then we pilot it on a share of incoming leads and adjust the questions.
  6. 06LaunchWe hand all incoming leads to the agent under the rules you chose and use reports to track how many leads turn into sales.

Preparation

What to decide up front

Who counts as ready?Describe the signs that a customer should go to a rep: their need, budget, and timeline.
Where do leads come from?List the websites, forms, messaging apps, and ad accounts we need to connect.
Where do you keep deals?Name the system where answers and deals should be saved – we'll connect to it through its API.
Who gets the customers?Decide which reps take ready customers and what happens when all of them are on calls.
When can you call?Set the calling hours and the number of retries for people who don't answer. In the US, keep calls within 8:00 AM-9:00 PM in the customer's time zone and get consent where the TCPA requires it.

Q&A

Frequently asked questions

What does the agent ask the customer?

Your script sets the questions. Typically, the agent finds out what the customer needs, how much they plan to spend, when they want to buy, and who makes the decision. We put the list of questions together with you at launch.

How does a rep get a ready customer?

The agent transfers the call to a rep while the customer stays on the line. If all reps are busy, a task with the customer's answers attached is created in the CRM.

Which CRMs can you connect?

Any CRM with API access – for example, Bitrix24 (cloud and on-premises), Kommo (amoCRM), Salesforce, Microsoft Dynamics 365, and SuiteCRM.

Can we listen to the agent's conversations?

All of the agent's conversations are recorded, and listening access is controlled by role. If your state requires consent from everyone on the call, add a recording announcement up front.

Will it work for a small sales team?

Instant callbacks on new inquiries, retries, and saving answers to the CRM work for a team of any size. The voice AI consultant is built for teams of ten or more agents; for a smaller team, the AI consultant in chat is a better fit.

How much does it cost?

The platform is free to use, with no license fees. We set up the script and connect your lead sources in hours billed under your support plan. AI usage is billed separately. Contact us for a quote.

Pricing calculator →

Glossary

Terms on this page

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 →
API (application programming interface)
The way programs exchange data with each other without a person in the loop. Learn more →
Cloud deployment (cloud)
The platform runs on the vendor's servers, and agents connect over the internet. Learn more →
Answering machine detection (AMD)
Tells whether a person or an answering machine picked up an outbound call. Learn more →
Hosting
You rent a server from a provider instead of buying one. Learn more →
Voicemail
A recorded message when the person does not pick up. 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 →
Knowledge base
All answers, policies, and prices in one place – for agents and AI. Learn more →
Predictive dialer
The system dials numbers in advance, predicting when an agent will be free. Learn more →
Speech analytics
The system analyzes recorded calls automatically: topics, script adherence, customer emotions. Learn more →
On-premises deployment
The system runs on the company's own servers, not in the vendor's cloud. Learn more →

More

Related reading

For sales teams How a sales team's day works: calling new leads, retry attempts, deal history, and reports for every rep. Learn more Omnichannel inbox How leads from messaging apps, social media, and email come together in one timeline, so no customer message gets lost or goes unanswered. Learn more API and protocols How to connect the platform to your CRM so customer answers, call recordings, and deals are saved without manual entry and reps don't spend time on it. Learn more AI agent savings Estimate how many hours your reps get back if an AI agent asks new leads the first questions for them. Learn more

Blog

From the blog

All articles →
Telephony · 8 min read Predictive, power, or preview: which auto dialer mode to choose Predictive, power, and preview dialing: when each mode pays off, how to avoid losing customers to abandoned calls, and what US rules require. Read the article → 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 →

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