ACD routing, skills-based distribution, workforce management, omnichannel inbox, supervisor dashboards, QA, and reporting. Built on open-source cores we fully control, deployed on your infrastructure or ours. No per-seat pricing games.
Modern contact center software is one of the great SaaS pricing scandals. Fifteen percent of what you pay goes into capability. Eighty-five percent goes into per-seat licensing, usage-tiered call recording, "premium" workforce management modules, "AI" add-ons that are a thin wrapper over an open-source speech model, and an account-management layer whose job is to keep you from leaving. For most operations under 200 seats, this architecture is both overbuilt and overpriced.
We build on open-source cores (Asterisk or FreeSWITCH for the switch, FusionPBX or Vicidial or custom web for the agent layer, Elasticsearch for recording search, Prometheus and Grafana for the dashboards) and we fully control the stack. ACD, skills-based routing, workforce management, QA, recording, omnichannel, supervisor tooling. All of it included, all of it owned by you after deployment, running on your infrastructure or ours, with pricing structured around the actual operational cost rather than seat-count rent-extraction.
If you need a 10,000-seat global contact center with a thousand integrations, Genesys and NICE and Five9 do that well and we would honestly recommend them. For contact centers from 10 to 500 agents that want to operate professionally without paying global-enterprise prices, we are a different and better answer.
Three feature groups covering routing and distribution, workforce and quality, and supervisor and reporting. Everything in the base engagement, nothing locked behind an upgrade paywall.
ACD, skills-based routing, overflow and callback. The engine that gets each call to the right person without making the caller work for it.
Forecasting, scheduling, adherence tracking, call recording, and QA scorecards. The operational-management layer that most platforms sell as separate modules.
Live dashboards, historical reporting, SLA tracking, and barge-in tools. What supervisors need to actually run the floor, not just watch it.
Not every contact center should be built this way. These are the operations where owning the stack is better than renting it.
You have 15 to 80 agents, and your current platform charges $100 to $200 per seat per month, before per-minute recording, per-channel omnichannel, and the WFM module. The math on owning the stack and paying us to build and run it works out well below the licensed-SaaS cost somewhere around the 25-seat mark, and gets more compelling as you grow.
Financial services, healthcare, legal, government contractors. Your sector regulator expects systematic (not sampled) call review, defensible retention, and tamper-evident storage. Generic SaaS contact centers either do not do this at all or charge "enterprise compliance" prices for it. We build it in by default because the alternative is a disclosed audit finding later.
Running separate systems for each channel creates handoff gaps where customers repeat themselves, context gets lost, and metrics do not add up. One agent view across all channels, with routing that treats a WhatsApp message as seriously as an inbound call, with per-channel SLA tracking that supervisors can actually act on.
Bilingual routing based on caller language preference, French-first prompts for Quebec DIDs, bilingual QA scorecards, French-language agent coaching workflows, Canadian French transcription for QA review. For businesses operating in Quebec or federally regulated, this is the baseline, not an upgrade tier.
Contact centers that go live without a dry run fail loudly. We build in testing, pilot, and parallel-run as part of the standard phasing.
Routing logic, skill groups, SLAs, QA scorecards, channel strategy, agent experience. Deliverable is a design document your supervisors sign off on before anything gets built.
Platform deployed, routing rules configured, channels wired up, recording and QA in place, dashboards built, reports scheduled. Full end-to-end test on simulated traffic.
Small team of real agents handling real calls on the new platform, in parallel with the old. Catches integration issues and workflow gaps while the old system is still there as a fallback.
Full migration in waves by team or queue, with the old system kept warm for 30 days post-cutover. Daily check-ins during the first two weeks, then weekly, then monthly ongoing operations.
Direct answers to the six questions we hear most often about contact-center engagements specifically.
Thirty minutes with a practitioner, not a sales rep. We will scope what the equivalent build would look like and show you honestly whether the economics work for your scale.