Let the agent take the first ring.Let your people take the hard ones.
Order status, opening hours and resets get answered by the agent. When a caller needs a person, it rings whoever is free, stays on the line to brief them, and every call gets a score.
Replay the call.Every word, every tool, in order.
What was said on the left. On the right, what the agent read, ran and handed on between those sentences. Press any mark on the track to jump there.
- 00:00Caller
Where's my order? It said Tuesday.
- 00:03Agent
Order 4471 is out for delivery today and should reach you by 6 p.m.
- 00:09Caller
I won't be home. Can it go to my office instead?
- 00:12Agent
A change of address needs a colleague. I'm ringing the next free person now, and I'll stay on the line to explain.
Your best peopleare answering the easiest calls.
- 01Monday 9:00Today
The queue fills with "where's my order". Callers with real problems wait behind them.
- 02A transferToday
Cold transfer. The caller explains everything again to someone new.
- 03QAToday
Your team listens to a handful of calls a week and guesses about the rest.
From the first ringto the next step.
- 01The call comes inOn your numbers, through your carrier or ours.
- 02The agent handles tier oneAnswers, looks up, books, sends.
- 03A person when neededFree people rung first, briefed on the line.
- 04Every call scoredAgainst your checklist. Flagged ones first.
Tier one, handled.Tier two, helped.
- Routine calls, start to finishOrder status, opening hours, bookings, resets: answered from your systems and your knowledge.
- Rings whoever is freeA transfer rings available people first, then the next on the list, while the agent keeps the caller informed.
- Stays to brief, or asks and returnsThe agent can stay on the line to explain the call, or ask a colleague one question and come back with the answer.
- A score on every callEvery conversation is graded against the checklist you write, and the flagged ones go to the top.
Every queue, live.
What's ringing now, what's waiting for a person, and how the agent is doing on each queue, on one dashboard.
- 01Live calls and the ones waiting for a person
- 02Transfer outcomes: who answered, who didn't
- 03Scores and flags across every queue
Where it stops,and what it counts.
- Rule 01Billed by the secondCalls are metered per second, and a voicemail picked up by machine detection isn't billed as a conversation.
- Rule 02Outbound inside calling hoursCampaign calls respect the callee's local hours and a cap on attempts per number.
- Rule 03Opt-outs are honoured everywhere"Stop calling me" goes on a list that every campaign checks before it dials.
- Rule 04Your own desk gets the briefWhen a call goes to a person, a short written brief can be sent to your existing desk by webhook.
You call it one thing.We built it as another.
One platform · nothing forked for your desk
- Tier-one lineAgentTakes the first ring on every queue.
- Your peopleSeatsMarked available, rung first on a transfer.
- Ask a supervisorConsultOne question, then back to the caller.
- QA checklistScorecardEvery call graded against it.
- Outbound listCampaignPaced, inside calling hours, opt-outs honoured.
Other desks.Same platform, a different phone.
Education & admissionsEnquiries at any hour, counsellor callbacks booked.
Software supportAnswers from your docs, in chat and on the phone.
Multi-locationOne agent that knows every branch.
AgenciesBuild agents for your clients, keep each one apart.- Financial servicesRoutine questions answered, the rest to a person.