Call Center Software

Features & Capabilities

• AI Skills-Based Routing: Routes every call to the best-qualified agent by language, expertise, product line, or customer priority.
• Real-Time Supervisor Dashboards: Live wallboards show queue status, agent availability, wait times, and KPIs — visible to the whole team.
• Sentiment Analysis: AI detects customer emotion in real time — flags unhappy callers before they escalate.
• AI Call Summaries: Every call auto-transcribed and summarized — agents skip manual notes and focus on the next customer.
• Omnichannel Support: Phone, SMS, chat, email, and social media in one agent interface — customers choose their channel.
• Agent Performance Scoring: Automated quality scores on 100% of calls — not random 5% sampling. Data-driven coaching.
• Live Whisper & Barge-In: Supervisors coach agents mid-call or take over when escalations require direct intervention.
• 100% Call Recording: Every call recorded with encrypted storage, linked to AI transcripts and quality scores.

Why ATS Voice

• HIPAA, SOC 2 Type II, GDPR, and Kari's Law compliant
• Per-agent monthly pricing — scale from 3 to 300 agents
• Tennessee-based implementation team handles deployment and training
• CRM integration with Salesforce, HubSpot, Zendesk, and 250+ platforms

Frequently Asked Questions

What is Contact Center as a Service (CCaaS)?

Contact Center as a Service (CCaaS) is a cloud-delivered customer service platform that replaces traditional on-premise call center hardware with software delivered over the internet. Instead of buying and maintaining expensive PBX switching equipment, call recording servers, and IVR hardware, your agents log into a single web-based interface that handles inbound and outbound phone calls, SMS, live chat, email, and social messaging — all in one queue. CCaaS platforms include built-in AI analytics, workforce management tools, quality scoring, and real-time supervisor dashboards. ATS Voice delivers CCaaS through the SkySwitch platform with per-agent monthly pricing, so you pay for exactly the capacity you need with no capital equipment investment and no long-term hardware refresh cycles.

How does skills-based routing work?

Skills-based routing uses logic defined in the platform to match each incoming interaction to the agent most qualified to resolve it. When a call arrives, the system evaluates factors including the caller's IVR selections, the reason for contact, the caller's account history, the time of day, and available agent skill tags — then routes to the best match. For example, a caller selecting "billing" from the IVR routes to agents tagged with billing expertise. A caller identified as a Spanish speaker routes to bilingual agents. A high-value account routes to a senior tier. If the ideal agent is unavailable, the system applies fallback rules rather than sending the call to an unqualified agent. ATS Voice configures skill groups, priority tiers, and routing logic during implementation so the system is optimized before your first live call.

What AI features are included?

ATS Voice contact center deployments include a comprehensive AI layer running on every call by default. Real-time transcription converts the full conversation to searchable text as the call happens, with no post-call processing delay. Quality scoring automatically rates every interaction against configurable criteria — no manual spot-checking required. Automated summaries capture key points, action items, and outcomes at call end, reducing after-call work time for agents. Sentiment analysis tracks customer emotion throughout the call and flags conversations where frustration escalates. Keyword spotting triggers alerts when specific phrases are detected — compliance disclosures, competitor names, or escalation language. These AI outputs feed supervisor dashboards, QA workflows, and agent coaching queues without requiring manual review of every recording.

Can supervisors monitor calls in real time?

Yes. ATS Voice contact center supervisors have three live monitoring modes available for any active call. Silent listen allows the supervisor to hear both sides of the conversation without the agent or customer knowing. Whisper coaching lets the supervisor speak directly to the agent — only the agent hears the supervisor's guidance, not the customer — enabling real-time coaching without interrupting the call. Barge-in allows the supervisor to join the call as a full three-way participant when direct intervention is needed. Alongside these call controls, real-time wallboards display live queue depth, average wait time, agents on call, agents available, and individual agent handle time metrics, giving supervisors full operational visibility across the entire contact center floor from a single screen.

How many agents can the system support?

The ATS Voice contact center platform built on SkySwitch supports an unlimited number of agents with no hard capacity ceiling. Per-agent pricing means your monthly cost scales directly with the number of active seats — you are never paying for unused capacity. Adding new agents takes under five minutes through the admin portal: create the account, assign skills and queues, and the agent can log in immediately. This scalability is particularly valuable for businesses with seasonal call volume spikes. A tax firm that needs 20 agents from January through April can add and remove those seats without contract amendments or hardware procurement. ATS Voice has provisioned contact center deployments ranging from 5-agent small teams to multi-hundred-seat operations across Tennessee and nationally.

Is every call recorded?

100% call recording is enabled by default across all ATS Voice contact center deployments. Every inbound and outbound call is captured automatically without requiring agents to initiate recording manually. Recordings are stored securely in the cloud and are accessible through the supervisor and admin portal, searchable by date, agent, phone number, call duration, or keyword from AI transcription. Retention periods are configurable based on your compliance requirements — industries with specific record-keeping obligations such as healthcare, financial services, and legal can set longer retention windows. Recordings are also indexed alongside AI-generated transcripts and quality scores, making it practical to locate and review specific calls during compliance audits, dispute resolution, or agent training sessions without listening through hours of audio.

Can we integrate with our CRM?

ATS Voice contact center integrates with 250+ CRM and business application platforms out of the box, including Salesforce, HubSpot, Zendesk, Microsoft Dynamics, Zoho CRM, ServiceNow, and many more. Integration is configured through the SkySwitch portal using pre-built connectors — no custom development work is required for major platforms. When an inbound call arrives, the caller's CRM record automatically pops up on the agent's screen before they answer, providing full account history, open tickets, and prior interaction notes without any manual lookup. Outbound calls can be initiated with a single click from within a CRM record. After each call, interaction data including call duration, disposition code, and recording link is written back to the CRM contact automatically, keeping your customer data current without additional agent data entry.

What support do you provide?

ATS Voice provides dedicated local East Tennessee support for all contact center customers — staffed by experienced technicians, not an outsourced overseas support center. Contact center environments have zero tolerance for downtime: a queue that goes offline costs real revenue and damages customer relationships. Our support team is available Monday through Friday, 8 AM to 6 PM Eastern, with after-hours emergency coverage for critical issues outside business hours. Contact center accounts receive priority routing to senior technicians with CCaaS-specific expertise. In 23 years of operation serving 650+ Tennessee businesses, ATS Voice has built the institutional knowledge to diagnose and resolve complex call routing, integration, and quality issues quickly — often resolving contact center incidents in a single support call without escalation delays.