Cloud Contact Center Software

Features & Capabilities

• Skills-Based Routing: AI routes every call to the agent most qualified to handle it — language, expertise, product line, or priority.
• Omnichannel Support: Phone, SMS, live chat, email, and social media all in one agent interface — no switching between tools.
• AI Call Transcription: Every call automatically transcribed in real time — searchable records without manual note-taking.
• Sentiment Analysis: AI detects customer emotion on every call — positive, neutral, or negative — with visual timeline.
• 100% Call Recording: Every inbound and outbound call recorded automatically — encrypted cloud storage, searchable by AI transcript.
• Real-Time Wallboard: Live performance dashboards visible to the entire team — queue depth, wait times, agent availability.
• Call Monitoring & Whisper: Supervisors silently listen, whisper coaching to agents, or barge in when direct intervention is needed.
• Outbound Dialing: Predictive and progressive dialing modes for outbound campaigns — maximizes agent talk time.
• Agent Performance Dashboard: Live and historical KPIs for every agent, team, and queue — automated quality scoring on every call.
• IVR Self-Service: Advanced self-service menus deflect routine inquiries automatically — reduce agent handle volume.
• Chatbot Integration: Deploy AI chatbots to handle first-contact on web and SMS channels before escalating to live agents.

Why ATS Voice

• Replaces expensive on-premise contact center hardware
• Per-agent monthly pricing — add or remove seats same day
• HIPAA, SOC 2 Type II, GDPR, and Kari's Law compliant
• Tennessee-based team handles implementation and ongoing support
• No minimum seat count — 3-agent teams and 300-seat floors on the same platform

Frequently Asked Questions

What is Contact Center as a Service (CCaaS)?

CCaaS is a cloud-hosted customer service platform that consolidates every customer touchpoint — phone, SMS, live chat, email, and social media — into a single agent interface. Instead of juggling separate tools, agents see the full customer history regardless of channel. Built on the SkySwitch platform, ATS Voice's CCaaS includes AI-powered analytics, intelligent queue management, real-time agent coaching, and enterprise-grade reporting, all delivered at per-seat pricing with no hardware investment. For East Tennessee businesses serving 650+ clients over 23 years, it means faster resolutions, measurable quality scores, and a customer experience that competes with Fortune 500 contact centers — without the Fortune 500 overhead.

How is CCaaS different from a regular phone system?

A standard phone system routes calls from point A to point B. CCaaS manages the full customer journey. Where a PBX answers and transfers, CCaaS adds skills-based routing (sending customers to the right agent based on expertise), omnichannel queuing across voice, chat, and SMS, real-time sentiment analysis on every conversation, AI transcription with searchable records, and automated quality scoring for every agent interaction. Supervisors see live dashboards with wait times, abandonment rates, and occupancy. Managers pull historical reports on first-call resolution and customer satisfaction scores. It's the operational brain behind your customer service team — not just a dial tone.

Do I need special hardware?

No specialized hardware is required. Agents work from the ConnectUC desktop application on Windows or Mac, the web browser-based softphone, or the ConnectUC mobile app on iOS and Android. Any computer with a reliable internet connection and a USB or Bluetooth headset is sufficient — no proprietary desk phones, no on-premises servers, and no costly equipment refresh cycles. For businesses with existing desk phones, those can often be retained. ATS Voice handles all provisioning remotely from our Knoxville office, so your team is up and running without waiting on hardware shipments or on-site installation windows.

Can I monitor agents in real time?

Yes — supervisors have three levels of real-time call monitoring built into the platform. Silent listen lets supervisors join an active call without either party knowing. Whisper coaching lets supervisors speak directly to the agent during a live call while the customer hears nothing, which is especially valuable for onboarding new hires. Barge-in allows supervisors to join the conversation as a full participant when an escalation requires immediate intervention. Alongside live call monitoring, real-time wallboards display queue depth, average wait time, agent status, and individual performance metrics — giving floor managers complete visibility across the entire team at a glance.

What AI features are included?

Every call is transcribed in real time using AI speech-to-text — no manual note-taking required. Sentiment analysis runs simultaneously, tracking tone and language patterns for both the agent and customer, then generates a sentiment timeline that shows how the conversation evolved. Smart call scoring automatically evaluates each interaction against your quality criteria, removing hours of manual QA work per week. AI chatbot integration handles common first-contact requests on web and SMS channels, deflecting routine inquiries so live agents can focus on complex issues. Together these features give managers actionable coaching data and give leadership accurate, unbiased performance metrics across all agent seats.

Is every call recorded?

100% call recording is enabled by default — no configuration required, no per-recording fees. Every inbound and outbound call is captured and stored in encrypted cloud storage, automatically linked to the caller's contact record and the agent who handled it. Recordings are searchable by date, agent, phone number, call duration, or sentiment score. Supervisors use recordings for compliance documentation, dispute resolution, and targeted agent coaching. ATS Voice stores recordings with access controls so only authorized users can retrieve or download files. Retention periods are configurable to meet your industry's compliance requirements, whether that's healthcare, finance, legal, or general business.

How many agents can I have?

There is no minimum and no maximum — you pay per agent seat and add or remove seats instantly from the admin portal. A 3-person customer service team and a 300-seat enterprise contact floor use the same platform. Seasonal businesses serving East Tennessee's tourism or retail cycles can scale up agents during peak months and scale back down once volume normalizes, with billing that follows immediately. There are no long-term seat commitments or penalties for reducing your agent count. ATS Voice's Knoxville-based team can provision new agent accounts within the same business day, so sudden growth or contract wins never bottleneck your operations.

What reporting is available?

The platform provides both real-time and historical reporting across more than 30 standard metrics. Real-time wallboards display live queue depth, current wait times, agent availability, and active call counts — visible on any browser or wall-mounted screen. Historical reports cover call volume by hour and day, average handle time, first-call resolution rate, agent occupancy, abandonment rate, hold time, and customer satisfaction scores. All reports export to CSV for further analysis in Excel or your BI tool. Custom report templates can be saved and scheduled for automatic email delivery to managers or executives, eliminating manual data pulls and ensuring consistent performance review cadences.

Can I integrate with my CRM?

Yes. The SkySwitch-powered platform supports 250+ pre-built integrations, including Salesforce, HubSpot, Zendesk, Microsoft Dynamics, ServiceNow, and Zoho CRM. When a call arrives, the system performs an automatic screen pop — pulling the caller's contact record, open tickets, and interaction history directly into the agent's view before they say a word. Outbound click-to-dial lets agents initiate calls from within the CRM without switching applications. Call recordings, transcripts, and disposition codes are automatically logged back to the contact record after each interaction. For businesses using custom or proprietary platforms, API-based integration options are available with support from ATS Voice's local technical team in East Tennessee.

What support do you provide?

ATS Voice provides local East Tennessee support — every call is answered by a real person on our Knoxville-based team, not a routed overseas call center. Standard support hours are Monday through Friday, 8 AM to 6 PM Eastern, with after-hours emergency coverage included for critical outages. Our team has 23+ years of VoIP experience and has supported 650+ businesses across the region, meaning the person helping you has likely solved your exact issue before. Enhanced Support & Maintenance customers also receive a dedicated account manager, proactive system monitoring, and same-day on-site dispatch for hardware issues — all without the wait times common with national providers.