A real contact centre underneath the AI.
Inbound queues that route by skill, hold that plays your own music, attended transfers you can back out of, and three-way calls — the call-handling basics done properly, because no amount of AI compensates for a phone system that can't transfer.
Priya Raman
Customer
Ravi Menon
Billing · Tier 2
Agent and customer are connected.
3
Calls waiting
1:12
Longest wait
5
Agents ready
8
On call
Everything an agent needs mid-conversation.
One dock in the workspace. No dial codes to memorise, no hoping the transfer went through.
Hold — with your hold music
Park the customer on your own uploaded track, not a generic tone. Per-queue overrides when a line needs its own sound.
Blind transfer
Hand the call to a colleague, a team or an external number and drop out. Done the moment you press it.
Attended transfer
Consult first: the customer waits on music while you brief the person taking over, then you complete the handover.
Swap back mid-consult
The colleague can't take it? Cancel the consultation and you're back with the customer, call intact.
Three-way conference
Announce the third party, then merge everyone onto one line — for a warm intro or a specialist who has to hear it first-hand.
Mute & recording pause
Step away from the microphone, or stop capture while card details are read out, without dropping the call.
What happens between the ring and the hello.
Rings in
The number decides what happens next — straight to a person, into a queue, or to an AI receptionist that answers immediately.
Gets routed
The queue picks an agent by your rule: evenly, by who's least busy, by who's been idle longest, by skill level, or back to whoever handled this caller last.
Waits properly
Your hold music, your wait ceiling. Pass the ceiling and the call overflows to a backup queue rather than sitting there.
Gets handled
The agent has the customer's history on screen, live assist running, and full control of the call — hold, consult, conference, transfer.
Five ways to decide who takes the call.
Set it per queue. Skill-based routing checks the proficiency level you rated each agent at, and sticky routing sends a returning caller back to the person who already knows their story.
Round robin
Even distribution across everyone in the queue.
Least occupied
To whoever has handled the least so far.
Longest idle
To whoever has been waiting the longest.
Skill based
Only to agents who meet the queue's required skill level.
Sticky
Back to the agent who handled this caller last time.
The controls your operations lead actually asks for.
Queues that route your way
Five routing strategies per queue — including skill-based and sticky — so calls reach the right person, not just the next person.
Skills with proficiency levels
Rate agents 1–5 per skill and set the minimum a queue demands. A tier-2 billing question stops landing on a day-one hire.
Overflow and wait limits
Set how long a caller may wait before the queue overflows to a backup team, instead of leaving them on hold indefinitely.
Business hours
Each queue follows its own operating schedule, so out-of-hours calls are handled deliberately rather than ringing an empty floor.
Number routing
Point any number at an individual, a queue or an AI receptionist — and change it without a support ticket.
AI receptionist
An AI voice persona answers, understands why they called, and hands to a human queue the moment it should — escalation is mandatory, never a dead end.
Agent states
Ready, on break, logged out — with wrap-up time applied automatically after each call so nobody gets a new one mid-note.
Listen, whisper, barge
Supervisors monitor silently, coach the agent without the customer hearing, or join the call outright.
See the floor. Step in before it goes wrong.
A live wallboard for the whole operation, and three ways into any call in progress — without the customer knowing you're there.
- Watch every queue live: waiting, longest wait, agents ready
- Listen in silently on any call in progress
- Whisper coaching only the agent can hear
- Barge in when the call needs you on it
- See agent states — ready, on break, logged out — across the floor
- Wrap-up time applied automatically so nobody gets a call mid-note
Put it through its paces.
Bring the call-handling scenario your current system gets wrong — the warm transfer, the specialist conference, the returning caller — and we'll run it live.
No install for agents · Works on your existing numbers