How does AI routing actually work?

Every contact is classified by intent, language and sentiment on arrival. Routing rules you write in plain English match them to the best-skilled available agent availabel, with overflow and callback fallback built in.

Can supervisors barge and whisper on live calls?

Yes. Silent monitor, whisper-coach, and barge-in are one click from the live wallboard. Supervisors can also send AI-suggested replies to agents on digital channels.

Do reports integrate with our BI stack?

Historical and real-time data export via webhook, SFTP or a streaming API into Snowflake, BigQuery, Looker and PowerBI. Pre-built Looker Studio templates ship out of the box.

What about compliance — call recording and PCI?

Recordings are AES-256 encrypted at rest with granular access controls. PCI pause-and-resume on sensitive fields, WORM-compliant retention, and full audit trails are included.

Contact Center · CCaaS

Every channel, one queue.

Q: Is it truly omnichannel, or voice with bolt-ons?

Voice, email, WhatsApp Business, web chat and SMS sit in one agent desktop with shared context, unified reporting and one queue engine. No bolt-on vendors in the stack.

TKOS Contact Center unifies voice, email, WhatsApp, web chat and social messaging — with AI routing, real-time supervision and the reports your board actually wants.

Get A Free Trial See Pricing

6 chan.

Unified channels

< 4 s

Median first touch

+41%

CSAT uplift, avg.

Live wallboard · Q3 Renewals

healthy · all SLAs met

Volume / hr

842

↑ rolling 60 min

Service level

94%

/ 90% target

Median wait

0:04

first touch

Channel mix · last 60s

842 contacts

38%Voice24%WhatsApp16%Email12%Web chat10%SMS

Sarah K. · Cape Town

Voice

Routed: Billing → wait 0:04

AI routed

Agents · 12 of 14 online

Sales

Support

Billing

Sales

Eng

Support

Sales

Billing

Support

Sales

AHT

3:42

FCR

81%

CSAT

4.7/5

AI agent assist · on

247 next-best replies today

42 / 48

agents online · 6 channels

One conversation, every channel

Not six inboxes. One thread per customer.

Call, WhatsApp, web chat and email — one thread, one agent desktop on our omnichannel routing engine. Compare with our UCaaS platform if your team needs calling, video and chat in one app.

Priya Shah

Harborlight Swim · Cape Town

Live

LTV

$8.4k

NPS

Since

2022

Active channels

VoiceWhatsAppWeb chatEmailSMSSocial

Context carried forward

Delivery address updated mid-call — every subsequent channel inherits the change.

VoicePriya · Inbound09:14

Called about order #48291 · 2m 14s — routed to Sales.

WhatsAppPriya09:22

Can you update the delivery address for my order?

AgentAva M. · Agent09:24

Updated to 42 Seapoint Ave — you'll receive SMS confirmation shortly.

EmailSystem10:05

Receipt & updated delivery info sent automatically.

Web chatPriya11:48

Package just arrived — thank you!

ResolvedAva M.11:49

Tagged: shipping · update-address · CSAT 5 ★

Built for every role

Three desks. Three views. One platform underneath.

Add an outbound dialer for high-volume sales motions.

Agent

Focus on the customer, not the app.

Rita · WhatsApp

Is my order out for delivery?

Open

Kofi · Voice

Call-back in queue

Lena · Web chat

Resolved · tagged billing

Done

Supervisor

Coach the floor in real time.

In queue

Voice + chat

AHT

4:12

Rolling 15m

SLA

92%

Today

ALERTS

Negative Sentiments

Coaching

Active Whispers

WhisperBargeListenAssign

Analyst

Slice the entire operation from one source.

CSAT vs week4.7 ★

Live & historical reporting
Webhooks to Snowflake, BigQuery
Pre-built Looker templates

Numbers that matter

The only contact-center metrics your CFO actually reads.

Benchmarked across 400+ TKOS contact centers. Month-on-month averages, not launch-week vanity numbers — with HIPAA-ready BAAs and STIR/SHAKEN attestation built in.

41%

CSAT uplift

Median across omnichannel migrations

68%

First-contact resolution

Voice + digital, post-launch month 3

3.2×

Supervisor productivity

Floor coverage per supervisor

< 4 s

Median first-touch

Across inbound surfaces

AI in the queue

The busywork, handled before an agent picks up.

Plus live supervisor-assist coverage that surfaces the right prompt at the right moment.

Step 01

Classify

Language, intent and sentiment detected on arrival — on any channel.

Step 02

Route

Matched to the best-skilled agent availabel. Overflow and callback as fallback.

Step 03

Assist

Live suggested replies, next-best-action, and AI summary after wrap-up.

Step 04

Report

Streams into Snowflake, BigQuery and your BI stack in real time with zero latency..

Customer Stories

Support leaders who replaced three vendors with one queue.

Verified outcomes from teams that moved to TKOS Contact Center — across voice, digital and AI.

Priya Shah

Director of CX

Harborlight Swim

4.8

“Web chat, Instagram DMs, and the main line land in one agent thread. CSAT moved from 4.1 to 4.7 in a single quarter.”

Omnichannel

Elena Rossi

VP of Support

Finova Credit Union

5.0

“After-hours volume used to overwhelm the queue. Ava handles the first touch and hands warm context to our agents at nine a.m. sharp.”

CCaaS

Jordan Bell

Managing Partner

Bell & Cross Legal

5.0

“The chatbot qualifies cases overnight and drops them into our CRM by morning. Our intake team starts the day with a queue instead of an empty inbox.”

CCaaS

Amira Hassan

Head of Sales

Northbloom Realty

4.9

“Our reps lean on the AI dialer scripts and the bot catches calls they miss. Conversion on cold lists jumped eighteen percent.”

CCaaS

FAQ

Questions CX leaders ask before they switch.

Everything a support, CX or operations lead needs to scope a migration to TKOS Contact Center.

Voice, email, WhatsApp Business, web chat and SMS sit in one agent desktop with shared context, unified reporting and one queue engine. No bolt-on vendors in the stack.

Get A Free Trial

Build the contact center your team actually wants.

Pilot voice, digital and AI on a real queue. Keep your numbers. Keep your integrations. Swap three vendors for one.

Get A Free Trial See Pricing

Free trialNo card requiredPort numbers freeMonth-to-month billing

Contact Center · CCaaS

Every channel, one queue.

TKOS Contact Center unifies voice, email, WhatsApp, web chat and social messaging — with AI routing, real-time supervision and the reports your board actually wants.

Get A Free Trial See Pricing

6 chan.

Unified channels

< 4 s

Median first touch

+41%

CSAT uplift, avg.

Live wallboard · Q3 Renewals

healthy · all SLAs met

Volume / hr

842

↑ rolling 60 min

Service level

94%

/ 90% target

Median wait

0:04

first touch

Channel mix · last 60s

842 contacts

38%Voice24%WhatsApp16%Email12%Web chat10%SMS

Sarah K. · Cape Town

Voice

Routed: Billing → wait 0:04

AI routed

Agents · 12 of 14 online

Sales

Support

Billing

Sales

Eng

Support

Sales

Billing

Support

Sales

AHT

3:42

FCR

81%

CSAT

4.7/5

AI agent assist · on

247 next-best replies today

42 / 48

agents online · 6 channels

One conversation, every channel

Not six inboxes. One thread per customer.

Call, WhatsApp, web chat and email — one thread, one agent desktop on our omnichannel routing engine. Compare with our UCaaS platform if your team needs calling, video and chat in one app.

Priya Shah

Harborlight Swim · Cape Town

Live

LTV

$8.4k

NPS

Since

2022

Active channels

VoiceWhatsAppWeb chatEmailSMSSocial

Context carried forward

Delivery address updated mid-call — every subsequent channel inherits the change.

VoicePriya · Inbound09:14

Called about order #48291 · 2m 14s — routed to Sales.

WhatsAppPriya09:22

Can you update the delivery address for my order?

AgentAva M. · Agent09:24

Updated to 42 Seapoint Ave — you'll receive SMS confirmation shortly.

EmailSystem10:05

Receipt & updated delivery info sent automatically.

Web chatPriya11:48

Package just arrived — thank you!

ResolvedAva M.11:49

Tagged: shipping · update-address · CSAT 5 ★

Built for every role

Three desks. Three views. One platform underneath.

Add an outbound dialer for high-volume sales motions.

Agent

Focus on the customer, not the app.

Rita · WhatsApp

Is my order out for delivery?

Open

Kofi · Voice

Call-back in queue

Lena · Web chat

Resolved · tagged billing

Done

Supervisor

Coach the floor in real time.

In queue

Voice + chat

AHT

4:12

Rolling 15m

SLA

92%

Today

ALERTS

Negative Sentiments

Coaching

Active Whispers

WhisperBargeListenAssign

Analyst

Slice the entire operation from one source.

CSAT vs week4.7 ★

Live & historical reporting
Webhooks to Snowflake, BigQuery
Pre-built Looker templates

Numbers that matter

The only contact-center metrics your CFO actually reads.

Benchmarked across 400+ TKOS contact centers. Month-on-month averages, not launch-week vanity numbers — with HIPAA-ready BAAs and STIR/SHAKEN attestation built in.

41%

CSAT uplift

Median across omnichannel migrations

68%

First-contact resolution

Voice + digital, post-launch month 3

3.2×

Supervisor productivity

Floor coverage per supervisor

< 4 s

Median first-touch

Across inbound surfaces

AI in the queue

The busywork, handled before an agent picks up.

Plus live supervisor-assist coverage that surfaces the right prompt at the right moment.

Step 01

Classify

Language, intent and sentiment detected on arrival — on any channel.

Step 02

Route

Matched to the best-skilled agent availabel. Overflow and callback as fallback.

Step 03

Assist

Live suggested replies, next-best-action, and AI summary after wrap-up.

Step 04

Report

Streams into Snowflake, BigQuery and your BI stack in real time with zero latency..

Customer Stories

Support leaders who replaced three vendors with one queue.

Verified outcomes from teams that moved to TKOS Contact Center — across voice, digital and AI.

Priya Shah

Director of CX

Harborlight Swim

4.8

“Web chat, Instagram DMs, and the main line land in one agent thread. CSAT moved from 4.1 to 4.7 in a single quarter.”

Omnichannel

Elena Rossi

VP of Support

Finova Credit Union

5.0

“After-hours volume used to overwhelm the queue. Ava handles the first touch and hands warm context to our agents at nine a.m. sharp.”

CCaaS

Jordan Bell

Managing Partner

Bell & Cross Legal

5.0

“The chatbot qualifies cases overnight and drops them into our CRM by morning. Our intake team starts the day with a queue instead of an empty inbox.”

CCaaS

Amira Hassan

Head of Sales

Northbloom Realty

4.9

“Our reps lean on the AI dialer scripts and the bot catches calls they miss. Conversion on cold lists jumped eighteen percent.”

CCaaS

FAQ

Questions CX leaders ask before they switch.

Everything a support, CX or operations lead needs to scope a migration to TKOS Contact Center.

Voice, email, WhatsApp Business, web chat and SMS sit in one agent desktop with shared context, unified reporting and one queue engine. No bolt-on vendors in the stack.

Get A Free Trial

Build the contact center your team actually wants.

Pilot voice, digital and AI on a real queue. Keep your numbers. Keep your integrations. Swap three vendors for one.

Get A Free Trial See Pricing

Free trialNo card requiredPort numbers freeMonth-to-month billing

Every channel, one queue.

Not six inboxes. One thread per customer.

Three desks. Three views. One platform underneath.

Focus on the customer, not the app.

Coach the floor in real time.

Slice the entire operation from one source.

The only contact-center metrics your CFO actually reads.

The busywork, handled before an agent picks up.

Classify

Route

Assist

Report

Support leaders who replaced three vendors with one queue.

Questions CX leaders ask before they switch.

Q1.Is it truly omnichannel, or voice with bolt-ons?

Q2.How does AI routing actually work?

Q3.Can supervisors barge and whisper on live calls?

Q4.Do reports integrate with our BI stack?

Q5.What about compliance — call recording and PCI?

Build the contact center your team actually wants.

Every channel, one queue.

Not six inboxes. One thread per customer.

Three desks. Three views. One platform underneath.

Focus on the customer, not the app.

Coach the floor in real time.

Slice the entire operation from one source.

The only contact-center metrics your CFO actually reads.

The busywork, handled before an agent picks up.

Classify

Route

Assist

Report

Support leaders who replaced three vendors with one queue.

Questions CX leaders ask before they switch.

Q1.Is it truly omnichannel, or voice with bolt-ons?

Q2.How does AI routing actually work?

Q3.Can supervisors barge and whisper on live calls?

Q4.Do reports integrate with our BI stack?

Q5.What about compliance — call recording and PCI?

Build the contact center your team actually wants.