Contact Center (CCaaS)
When your call volume has outgrown a hunt group, this is the next step.
A full contact-center platform for small and midsize teams — skills-based routing, queues, supervisor dashboards, call recording, and coaching tools — without the enterprise pricing.
Right-sized
A contact center for the size you actually are.
Most contact center software is priced and architected for 500-agent operations. That’s overkill for the 15-person inside-sales team, the 8-person support desk, or the school district with a central intake line during enrollment week. We deploy the same platform either way — the only thing that changes is how much of it you turn on.
Start small. Grow when you need to. Don’t re-platform every time your team count crosses another threshold.
What a real contact center actually does for you.
Pulled from our live customer deployments — your mileage depends on your script and your traffic.
- First ring
- Skills-based routing
- Right agent the first time, not the third transfer
- Live
- Supervisor visibility
- Queue depth, service level, agent state — right now
- Every call
- Recorded and scoreable
- With whisper + barge for real-time coaching
- One UI
- Voice + SMS + chat
- Agents work one console, not three
The four pillars
What separates a contact center from a hunt group.
Skills-based routing
Calls reach the right person the first time instead of bouncing around the team. Skills, languages, tenure, time of day — route on whatever actually matters to your customer experience.
Queue management
Wait-time estimates, position-in-queue announcements, scheduled callback options so the caller doesn't have to hold. Your callers feel informed, not abandoned.
Supervisor dashboards
Real-time visibility into queue depth, agent status, service levels, and abandonment. Know where your team is right now, not in yesterday's report.
Call recording + coaching
Recording, scoring, whisper, and barge — everything a supervisor needs to develop agents in the moment and over time. Coaching built in, not bolted on.
Omnichannel, actually
Your customers don’t think in channels. Your agents shouldn’t either.
A customer calls, then texts back two hours later, then chats on the website the next morning. The agent who’s helping them should see all three touches in context. All four channels route into the same queues and show up in the same agent UI.
Voice
Inbound and outbound voice queues with DTMF, auto-attendant logic, and direct-to-agent paths.
SMS
Two-way business SMS routed to agents in the same interface they take calls.
Web chat
Website chat routing into the same queues as voice, so your coverage plan is actually unified.
Scheduled callbacks
Callers pick a time instead of waiting on hold; the system calls them back and connects the agent.
Part of one platform
Same platform as your phone system.
The contact center module runs on the same cloud platform as our business phone system. Extensions transfer into queues, queues escalate to named users, agents have the same directory. One vendor, one support number, one bill.
See the Business Phone SystemAlso integrates with
- · Microsoft Teams Phone (direct routing)
- · Salesforce, HubSpot, Zendesk (screen pops)
- · Custom CRMs via open API
- · Legacy Mitel environments via SIP
Honest fit
When this is the wrong answer.
Three to five agents who rotate through a hunt group with no skills differentiation? You don’t need a contact center — you need a better hunt group, and the phone system alone will deliver that. On the other end: 500+ agents across multiple time zones with compliance mandates that require specific platforms? You may have genuinely outgrown us, and we’ll tell you so.
The sweet spot: 6 to about 100 agents, one to a few sites, where the current approach is starting to crack.
What our telephony customers say.
Outgrown your hunt group?
Tell us your current setup, your team size, and your biggest pain point. We’ll come back with the honest answer on whether a contact center is the right next step, or whether you just need a tuned-up phone system.