The Contact Centre Operating System

Post requisitions, manage candidates, and track hiring across every client and LOB from one pipeline.

Structured onboarding checklists with automated task assignment, progress tracking, and completion reporting.

The complete HR surface — employee records, leave, probation, disciplinary cases, performance improvement plans, and HR-only private information — kept in one auditable system instead of a parallel HRMS.

Multi-LOB schedule builder with agent availability, compliance windows, and real-time attendance tracking.

Give your clients live, scoped visibility into the agents on their account — headcount, QA, SLA, billable hours, and the operational reports they used to ask your account team to rebuild every week.

A skill catalog your operations team manages, per-employee competencies with expiry and decay, LOB eligibility scoring, and three gap reports that route sustained gaps to training automatically.

One operational surface for daily performance — composite score from QA, adherence, CSAT, training, and attendance; agent self-view; supervisor team view; goals, formal reviews, alerts, and PIP handoff. Gamification, pulse surveys, and peer recognition layered on top.

Policy library with attestations, expiry windows, and per-LOB scoping — auditable end-to-end.

Scorecard-based evaluations with calibration workflow, trend analytics, and direct coaching linkage.

Plans, modules, assignments, coaching sessions, nesting, and the QA → Coaching → Training loop — one engine for multi-client ramps.

One audience-scoped knowledge base — tenant-wide SOPs, account-specific references, and compliance docs in a single index that resolves visibility row-by-row. Full KCS lifecycle, search, analytics, and editorial review on top.

Pre-built operational dashboards, a governed self-serve report builder, scheduled email delivery, and one-click PDF/CSV export — every number scoped to tenant, client, and line of business.

Outcome-based billing, contract-driven rate cards, and a per-client margin dashboard.

Post-interaction CSAT, NPS, and CES surveys with score aggregation, low-score alerts, verbatim sentiment, and QA linkage, feeding both your internal dashboards and each client's portal.

Unified audit log, PII access monitoring + alerts, retention enforcement, legal holds, DSAR workflow, right-to-erasure, and SOC 2 evidence packages — all under one compliance officer's surface.

Vendor registry, contracts, pass-through billing, headcount requests, and a read-only vendor portal — with compliance scorecards on top.

AI guidance during the interaction — knowledge surfacing, compliance scripts, sentiment escalation, and wrap-up assist.

Labour cost model, per-LOB margin dashboard, budget vs. actual, and payroll reconciliation.

Internal IT-style ticketing for the requests employees file at a contact centre: SLA-tracked tickets, approvals, automation, and a self-service portal, with a full ITIL toolkit underneath.

Internal team messaging built into the platform, with channels, direct messages, real-time delivery, and presence.

Track every asset your operation depends on — physical gear, software licenses, logical CIs, and cloud resources — from intake and assignment to a live service map and automated cloud discovery.

Exit interviews, knowledge transfer tasks, alumni tracking, and separation analytics.

Call records with multi-client attribution, agent state sync, and call-to-QA linkage, live today across all six contact-centre platforms (Zoom Contact Center, Amazon Connect, Genesys Cloud, Twilio Flex, Five9, and Avaya OneCloud), plus live supervisor monitoring, an embedded softphone, and an AHT and disposition dashboard.

Single routing engine across voice, chat, email, and social — with skills-based and shift-aware assignment.