Skills-Based Routing
Route calls to agents based on language, product expertise, or customer tier. VIP customers reach senior agents. Complex issues route to specialists.
Contact Centers
Modern contact center platform for exceptional customer service
Omnichannel routing, real-time analytics, and AI-powered automation. Handle more calls with fewer agents while improving customer satisfaction.
The Challenge
Traditional contact centers are inefficient and frustrating
Long hold times, siloed channels, and limited visibility hurt both customers and agents.
Long Hold Times
Customers wait on hold for 10+ minutes. They hang up frustrated and blast you on social media. Agent productivity is low.
No Visibility
Supervisors cannot see real-time queue depth or agent status. Cannot reallocate agents to handle spikes. Flying blind.
Siloed Channels
Phone, email, chat, and social are separate systems. Agents cannot see full customer history. Customers repeat themselves.
The Solution
Built for modern contact center operations
Intelligent routing, omnichannel support, and supervisor tools in one unified platform.
Real-Time Wallboards
Live dashboards show queue depth, wait times, and agent status. Supervisors reallocate agents to handle call spikes. Gamification motivates agents.
Omnichannel Unified Desktop
Agents handle phone, email, chat, and social from one interface. Full customer history across all channels. No more switching between systems.
AI Call Summarization
SARA transcribes calls and generates summaries automatically. Agents spend less time on after-call work. Quality scores improve.
Supervisor Tools
Listen, whisper, barge, and monitor calls in real-time. Coach agents without customers hearing. Record calls for training and compliance.
Workforce Management
Forecast call volume, schedule agents, and track adherence automatically. Optimize staffing levels. Reduce overstaffing and understaffing.
How contact centers use SIPSTACK
Inbound Support Centers
Handle high call volumes efficiently
Your contact center handles 10,000 inbound calls per day for technical support and customer service. You need intelligent routing, queue management, and agent productivity tools.
Key Benefits:
- Skills-based routing sends calls to agents with the right expertise
- Callback option lets customers hang up and get called when agent available
- Real-time dashboards help supervisors manage queue spikes
- AI call summarization measurably reduces after-call work
Outbound Sales Centers
Power dialers and lead management
Your sales team makes 500 outbound calls per day for prospecting and follow-ups. You need power dialers, local presence dialing, and compliance with TCPA regulations.
Key Benefits:
- Power dialer with preview, progressive, or predictive modes
- Local presence caller ID significantly improves answer rates
- CRM integration logs all calls and outcomes automatically
- Real-time agent performance dashboards
Blended Centers
Seamless inbound and outbound workflows
Your contact center handles both inbound customer service and outbound sales campaigns. Agents need to switch between modes seamlessly based on call volume.
Key Benefits:
- Agents handle inbound calls during peak hours automatically
- Switch to outbound campaigns when inbound queue is empty
- Unified agent desktop for both inbound and outbound work
- Reporting shows productivity across both call types
- Queue-based blending optimizes agent utilization
Common questions about contact center solutions
How does skills-based routing work?
SIPSTACK routes calls based on agent skills, customer tier, language, or product expertise. When a call comes in, the IVR or API identifies the needed skill (technical support, billing, Spanish-speaking). The system routes to an available agent with that skill. If no skilled agent is available, the call queues and routes to the next available skilled agent. This reduces transfers and improves first-call resolution.
Can we use this for both inbound and outbound calling?
Absolutely. SIPSTACK supports inbound call queues, outbound power dialers, and blended modes where agents switch automatically based on call volume. Inbound features include IVR, queue callbacks, and skills-based routing. Outbound features include preview/progressive/predictive dialing, local presence caller ID, and do-not-call list management.
What reporting and analytics are available?
SIPSTACK provides real-time and historical reports including: queue depth and wait times, agent status and handle times, service level achievement (SLA), abandoned call rates, customer satisfaction scores (CSAT), and call recordings with transcripts. Custom dashboards can be created for supervisors and executives. Data exports available in CSV or via API.
How do supervisor monitoring features work?
Supervisors can monitor calls in listen-only mode, whisper coaching without the customer hearing, or barge in to assist with difficult calls. All monitoring actions are logged for compliance. Call recording can be triggered automatically for all calls or selectively. Quality scorecards allow supervisors to rate calls and provide feedback to agents.
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