Customers repeat themselves
Without the ticket in front of them, every agent starts from the beginning.
Customer support
Agents start every call already knowing the history.
Calls create or update tickets on their own, and a summary and next steps are written after each one.
Where the phones get in the way.
Tickets are updated by hand
Notes written after the call are late, short or missing.
Team leads see the problem too late
A growing queue is only noticed when someone complains.
How calls flow.
A call arrives
A customer calls about an open ticket.
Open ticket
Ticket owner, if free
Owner busy
Skill queue, then Next free agent
Afterwards
A summary and next steps are written to the ticket after the call.
What gets set up.
What teams set up
- Ticket matchingCalls create or update tickets on their own.
- Ticket owner firstA caller with an open ticket goes to its owner when they are free.
- Skill queuesWhen the owner is busy, the call goes to a skill queue and the next free agent.
- After-call summaryA summary and next steps are written after each call.
- Live wallboardsTeam leads see every queue as it happens.
- ReportsReports are by queue, agent and hour of day.
The products behind it.
Each one runs on the same numbers, routing and customer record.
Contact center
Skill queues, callbacks, wallboards and reports.
View contact centerAI receptionist
Answers first, then hands off with the notes already written.
View ai receptionistDeveloper API
Signed webhooks carry the summary and next steps into your own systems.
View developer apiHow it runs at Lumen Retail.
At Lumen Retail a caller with an open ticket reaches its owner if they are free. If the owner is busy, the call goes to the skill queue and the next free agent. Afterwards the summary and next steps are on the ticket.
An example with a fictional company.
Why a callback beats a long holdOther industries.
Clinics and dental
After-hours triage and callback lists
View clinics and dentalLaw firms
Intake and matter routing
View law firmsDispatch and logistics
Drivers get through first
View dispatch and logisticsQuestions teams ask before switching.
Not answered here? Send us the question and we will answer it for your own setup.
Contact usDo calls update tickets by themselves?
Yes. Calls create or update tickets on their own, and a summary and next steps are written after each call.
Can team leads watch queues live?
Yes. The live wallboard shows every queue, and leads can listen, whisper or take over a call.
Can we start with the phone system and add the contact center later?
Yes. Both run on the same platform, so adding queues and agents later needs no migration.
Talk to the team that will set it up.
You have seen the workspace, the wallboard and the plan. Bring your current call flows and we will walk through them using your own numbers.
- Within one business dayWe reply to book a time that suits your team.
- On the callThirty minutes on your call flows, with someone who has moved systems like yours.
- AfterwardsA written porting plan and pricing for your team size.