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.
Staffing Insights
Live wallboards and queue reports show call volume, wait times, and agent status, so you can staff to demand. Feed the same data to your workforce management platform via the SIPSTACK API and webhooks.
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 shows a number from the callee's area code
- CRM integration logs all calls and outcomes automatically
- Call recording and compliance with do-not-call lists
- Real-time agent performance dashboards
Inbound and Outbound Centers
Inbound queues and outbound campaigns on one platform
Your contact center handles both inbound customer service and outbound sales campaigns. Both run on the same phone system, numbers and reporting.
Key Benefits:
- Inbound call queues with IVR, callbacks and skills-based routing
- Outbound dialer campaigns in preview, progressive or predictive mode
- One platform and one set of numbers for inbound and outbound work
- Call reporting across both inbound and outbound calls
Products and plans
What you’ll use
Nova and Flare are the paid products. Aura AI, SARA, Switchboard and Pulse are included with every plan.
Products used
- Nova PBXFrom $19/user/mo
Your cloud phone system: numbers, extensions, call routing, voicemail and recording.
Learn about Nova PBX - Aura AIIncluded
AI voice agents that answer calls, plus transcripts, summaries and sentiment on your calls.
Learn about Aura AI - Flare SMSFrom $49/mo
Business texting from your numbers: two-way SMS and MMS in one inbox, with templates and auto-responders.
Learn about Flare SMS
Which plan fits your team?
Pick by company size. Every plan includes Aura AI and SARA.
- Startups: Nova Core or Nova Pro
- Small business: Nova Pro
- Mid-market: Nova Pro or Nova Ultra · book a demo for volume pricing
- Enterprise: Nova Ultra or Enterprise · book a demo for volume pricing
14-day trial on Nova Pro and Flare Pro. Card required; billing starts after day 14 unless you cancel.
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 and an outbound power dialer with three modes: preview, progressive and predictive. Inbound features include IVR, queue callbacks, and skills-based routing. Outbound features include local presence caller ID, calling-hour limits by the callee's time zone, 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.
Get started
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