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Empire Telecom
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Contact center · CCaaS

Every call to the right person, faster.

Contact center software (CCaaS) is built around skills-based routing: sending every call, chat or message to the agent best placed to resolve it, on whatever channel the customer chose. Customers reach the right person faster, and stay yours.

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Sell and support more

A contact center built around the conversation.

Routing, pipeline, coaching and reporting in one place, from the partners that lead the market.

Craft the perfect pipeline

Track deals, make calls, send emails and messages without switching screens. Every deal is visible, and deadlines, tasks and progress are easy to manage.

Skills-based routing

Each call, chat or message goes to the agent best placed to resolve it, on whatever channel the customer chose.

Coaching and live insight

Supervisors see queues and agents in real time, spot top performers and step in when a call needs help.

AI assistant

Your smartest team member.

Our AI agent doesn’t just answer — it gets things done. It handles sales, customer support and admin tasks on its own, so your team can focus on the work only people can do.

Train it once and it never forgets. It connects to the systems you already use and works in the background, without needing check-ins.

  • Appointments: Allow customers to book and manage appointments 24/7, while your AI agent handles confirmations, reminders, and rescheduling—keeping your calendar organized and optimized.
  • Support and routing: Resolve common customer queries automatically. When needed, the AI agent routes customers to the right department, ensuring quick resolutions without delays or lost calls.
  • Account information: Provide customers with immediate, accurate access to their personal information—whether it’s account balances, appointment details, or shipping statuses—making self-service seamless.
  • Leads: Engage prospects instantly with your AI agent, which qualifies leads based on your criteria. It routes hot leads immediately and nurtures others automatically, ensuring no opportunity is missed.
Hear it on a call

AI add-ons

Conversation intelligence, on the platforms we carry.

Dialpad Ai

Live transcription with speaker labels, live sentiment for supervisors, automatic call summaries, real-time coaching cards, AI scorecards and sales playbooks — and one click to turn it off for sensitive calls.

RingSense for Sales

RingCentral’s AI turns recorded sales calls into transcripts, summaries, deal scores and coaching insights, and syncs them to Salesforce and HubSpot.

Partners

The contact center platforms we carry.

  • Five9
  • Genesys
  • 8x8
  • NICE
  • Dialpad
  • Fuse
  • Talkdesk
  • RingCentral
The best part of working with Empire Telecom is what both teams bring to the table. For Empire, their comprehensive understanding of their customers’ needs is critical to designing the right solution. Back that with the RingCentral Partner team’s expertise regarding our product and the UC + CC space, and you’ve got a winning combination for organizations looking to simplify their business communications.
Wendy Harmon
Wendy HarmonAVP, Channel Marketing, RingCentral

Ready to be wowed?

Book a demo and see routing, coaching and live reporting in action.

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