Voice built for the floor, not for the brochure
Enterprise contact centres break carriers in specific ways: concurrency spikes, queue behaviour under load, and quality problems that show up as agent complaints long before they show up in a monthly report. We built for those.
Concurrency is easy to sell and hard to deliver
Any carrier will quote you a channel count. Far fewer will hold quality at that channel count on a Monday morning when every agent logs in at once.
We provision capacity ahead of demand rather than allocating it on request, so a shift change or a campaign launch is carried rather than queued. Burst headroom sits above your committed channels on the platform, ready.
Quality telemetry is per trunk, per destination and per queue, because a network-wide average is precisely the thing that hides the problem your supervisors are escalating. You see ASR, ACD, MOS and PDD the way we see them.
And the traffic policy matters most here. Contact centres are where dialer traffic usually enters a carrier network, and where its consequences — labelling, blocking, collapsing answer rates — hit hardest. We carry blended and inbound conversational traffic where a live agent is ready at answer. We do not carry predictive dialing, and we will tell you that in the first conversation.
- Burst capacity. Headroom provisioned above commitment, absorbing shift-change spikes.
- Queue resilience. Failover destinations and overflow routing so congestion never becomes a busy tone.
- Per-queue telemetry. Quality measured where problems actually appear, not averaged across the network.
- Full attestation. A-attestation on verified numbers, protecting outbound answer rates.
- Conversational only. No predictive dialers on the network, so your routes stay clean.
What you get
High concurrency
From hundreds to many thousands of simultaneous channels, with burst headroom sized to your peak rather than your average.
Overflow routing
Ordered overflow and failover destinations so a full queue or a site outage reroutes instead of failing the caller.
Per-queue quality
ASR, ACD, MOS and PDD broken out by trunk, destination and queue, available to your operations team live.
Caller identity
STIR/SHAKEN A-attestation on verified numbers, plus CNAM management to keep outbound recognisable.
Recording ready
Consent-aware recording and transcription available per number, encrypted at rest under your retention policy.
Named engineer
Someone who knows your queue design and escalation path, reachable 24/7 through the US-based NOC.
Onboarding a contact centre
Profile the floor
Agent counts, shift patterns, peak concurrency, blend ratio and how calls are initiated — this is also where we confirm policy fit.
Design capacity
Committed channels and burst ceiling sized against your real peak, not your monthly average.
Integrate the platform
Interop with your CCaaS or on-premise ACD, codec and DTMF negotiation, queue and overflow routing configured.
Pilot then scale
A supervised pilot on one queue or site, measured against your current quality numbers, then a phased rollout.
Technical summary
| Concurrency | Hundreds to 10,000+ simultaneous channels, burstable above commitment |
|---|---|
| Platform interop | Genesys, Five9, NICE, Avaya, Cisco, Amazon Connect, Asterisk and FreeSWITCH |
| Codecs | G.711 µ-law, G.729, G.722, Opus, with transcoding where required |
| Routing | Skills-based, geographic, time-of-day, percentage, overflow and failover chains |
| Telemetry | ASR, ACD, MOS, PDD and short-duration ratio, per trunk, destination and queue |
| Recording | Optional per number, encrypted, announcement-configurable, retention under your control |
| Traffic policy | Conversational and blended inbound only — no predictive or automated dialing |
| Support | 24/7 US-based NOC with a named engineer per account |
What customers ask
Correct, and this is the most common reason a contact centre does not end up buying from us. Predictive, power, progressive and ratio dialing are prohibited under Section 4.1 of our Acceptable Use Policy regardless of volume or price. We carry blended outbound where a live agent is present and ready at the moment of answer. If your operation depends on abandoning calls to keep agents busy, we are the wrong carrier, and we would rather establish that in the first call than after you have migrated.
Burst headroom is provisioned on the platform in advance rather than allocated on request, so the spike is carried. We size that headroom against your observed peak concurrency during onboarding, and alert as you approach the ceiling. Sustained operation above commitment prompts a re-rating conversation, never a sudden block.
Yes. We work as the carrier underneath Genesys, Five9, NICE, Amazon Connect and the major on-premise ACDs. You keep your agent experience, routing logic and reporting; we replace the carrier underneath it. Interop specifics are confirmed during the supervised pilot rather than assumed.
The same telemetry our NOC uses: ASR, ACD, MOS, PDD, jitter, packet loss and short-duration ratio, broken out per trunk, per destination and per queue, live. Supervisors escalating a quality complaint should be able to see what we see rather than open a ticket and wait.
Answer rate on a route is a shared resource. When a carrier accepts dialer and short-duration campaigns, terminating networks and analytics providers respond by labelling and blocking traffic from that route — including yours. By keeping that traffic off the network entirely, the reputation of the routes your calls traverse stays intact. It is the single largest lever on outbound answer rate that is not in your own control.
Often bought together
Pilot one queue before you move the floor
We will scope capacity, confirm policy fit honestly, and run a supervised pilot on a single queue so you can compare quality against your incumbent before committing anything.