Routing, queuing, transfers,
recording — fully programmable.
Skill-based routing, priority queues, warm and cold transfers, conferencing, whisper coaching, recording and recording-on-demand — every primitive of a modern contact center, exposed via API and UI.
Live floor · Atlanta queue
LiveEvery primitive, fully programmable.
Route by skill
Skill-based routing matches inbound to the right agent: skills, language, queue affinity, customer history.
Queue with priority
Multiple priority queues, with overflow rules, callback offers and position-in-queue announcements.
Transfer cleanly
Warm transfer with announce, cold transfer with whisper, conference with up to 8 participants.
Record & retain
Recording on by default, on-demand, or rule-based. Per-tenant retention windows; audit-grade vault.
Every contact-center primitive, exposed.
Skill-based routing
Match inbound to the agent with the right skills, language and tier — programmable rules.
Priority queues
Multiple queues with priority levels, overflow rules, callback offers and position announcements.
Warm + cold transfer
Warm transfer with announce-and-bridge, cold transfer with whisper, conference up to 8 participants.
Recording
On-by-default, on-demand, or rule-based recording. Pause/resume API for sensitive moments.
Whisper + barge
Supervisor whisper to coach mid-call; barge-in for escalations and demo support.
Audit-grade vault
Per-tenant retention windows, encryption keys, immutable audit log; HIPAA coming soon.
Built for real contact centers.
Insurance carriers
Multi-state, multi-LOB routing with strict licensing rules and full recording.
Mortgage operations
Loan officer routing by license state and product, with pause-resume recording for SSN capture.
Customer support
Tier-1/Tier-2/Tier-3 escalation paths with warm transfer and full conversation context.
Healthcare
Privacy-first routing, pause-resume for sensitive calls, audit-grade retention and encryption. HIPAA coming soon.
What teams always ask.
Yes — pause/resume via API or agent UI button. Useful for sensitive moments (card capture, confidential disclosures). Pause is logged in the audit trail; redaction post-call also supported.
Agents are tagged with skills (auto, home, life, FL-licensed, Spanish, tier-2, etc.). Inbound calls carry routing requirements; the engine matches the highest-skill available agent in queue.
Yes. Whisper to coach the agent (caller can't hear), barge to join the conversation, or take over completely. All logged.
Default 90 days, configurable from 30 days up to 7 years. Per-tenant retention windows; immutable audit log retains its own metadata for the legal hold window.
Use pause-resume recording around card capture moments, plus optional secure-DTMF for typed entry that bypasses the recording layer entirely.
Related Signal capabilities.
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