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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.
  • 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.
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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 sell.

For less than buying direct, with a demo this week and free setup. Each one has its own page with the strengths, ratings and what to check.

NICE CXone

An enterprise contact center platform: every channel, workforce management and analytics.

Genesys Cloud

An enterprise contact center platform for complex, omnichannel customer journeys.

Five9

A cloud contact center known for strong outbound and blended dialing.

Talkdesk

An AI-first cloud contact center, with editions built for healthcare, financial services and retail.

Webex

Cisco’s cloud calling, meetings and contact center, plus Webex Connect for texting and messaging journeys.

Vonage

Business phone, contact center and communications APIs, owned by Ericsson.

Dialpad

AI built into every call: live transcription, summaries and coaching.

8x8

Employee calling and contact center on one platform, with strong international coverage.

Broadvoice

A cloud phone system and contact center from one vendor, priced for small and mid-sized businesses.

Five9 vs NICE CXoneTalkdesk vs Five9Compare every platform
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 HarmonAVP, Channel Marketing, RingCentral

Routing

Every contact to the right agent.

Voice · Chat · Email · SMS

Skills-based routing

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

Queues you can see

Supervisors watch the queue in real time: who is waiting, how long, and who is free.

Coaching while it matters

Listen in, whisper advice, or take the call over.

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Agent in a headset with an incoming caller card

Pipeline

Calls, emails and deals in one screen.

Track leads · Never miss follow-ups

Contact center platforms

One view of the deal

Every conversation lands against the deal it belongs to, whether it was a call, an email or a text.

Deadlines that hold

Tasks and progress stay visible, so nothing sits waiting for someone to remember it.

AI that writes it up

Summaries, action items and deal scores after the call, pushed to your CRM.

AI agents

It books the tour while you sleep.

Answers · Books · Qualifies · Routes

Hear it on a call

Books appointments

Callers pick a time and it goes straight into the calendar.

Looks things up

Account balances, order status and hours, answered without a human.

Hands over cleanly

When it should be a person, the call arrives with the context attached.

Book a demo on your own calls.

We set up your routing and show you coaching and live reporting on it, before you decide.

What can we help with?

What happens next: we reply to set a time, then show you EmpireUC and any other platform you want to compare, on your own call flow. Prefer to talk? Call (732) 363-9898.

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