Airmeez Contact Center

One platform. Every channel. Every agent.

A multi-tenant contact center built as part of an enterprise communications platform rather than as a product on its own — voice, messaging, chat, and email on one desktop, supervised live, and reported on in the terms your floor already uses.

Every channel, one queue

Conversations reach the same agents through the same routing, whichever way the customer started them.

Voice

Inbound and outbound calling on a browser softphone, with queueing, hold music, and wait or position announcements.
SMS & MMS

Two-way messaging with delivery status, image attachments, and a live segment and encoding counter as the agent types.
Web chat

Chats arrive in the same inbox and are assigned automatically, with typing indicators both ways and an estimated wait when nobody is free.
Email

Email threads sit on the customer journey beside the call, with reply, reply-all, and forward.
Callbacks

A customer who would rather not wait is called back, and the callback is offered to an agent as a reservation.

The agent desktop

A browser, a headset, and nothing to install. The softphone runs on WebRTC.

One workspace per call

Live transcript, directory, transfer panel, and team chat sit beside the softphone, so the agent never leaves the call to find something.

Routing that knows the floor

Automatic call distribution routes by queue membership and agent priority, and routes waiting calls as soon as someone comes online.

Transfer, park, and whisper

Warm transfer with a private word first, numbered park slots any colleague can pick up, and an optional whisper that tells the agent which queue the call came from before they speak.

Wrap-up that holds the floor

After-call wrap-up holds the agent out of routing for a set time with a disposition tag and notes, per queue or per agent, or not at all.

The screen pop

A call handed over by the AI arrives with who the caller is, what they want, and what has already happened on their journey.

Recordings and AI case notes

Call audio with its transcript beside it, and case notes written automatically when the call ends.

Call flows you can see

A visual IVR builder

Drag-and-drop flow editing with more than thirty node types — answer, speak, collect digits, enqueue, transfer, record, conference, and hand the call to the AI.

Published per number

Each phone number carries its own flow, published and unpublished from the same screen — no ticket to change what a number does.

Running the floor

A live wallboard

Boards refresh every few seconds and say so, and tell you plainly when the data has gone stale rather than showing a frozen number.

Monitor, whisper, barge

Listen to a call unheard, coach the agent without the customer hearing, or join the call outright — each with a confirmation that states who can hear you.

Agents and queues

Status across the floor at a glance, queue membership, skill and penalty tiering, and who is on a call right now.

Coaching and scorecards

Score a call across greeting, handling, and outcome with a note on each category, and keep the record against the agent.

Your supervisors keep the numbers they know

Reports carry the Avaya CMS column names character for character — ACD Calls, Avg Talk, Avg ACW, Staffed, Avail, AUX, Occupancy — and the same meaning behind them, so the spreadsheets a floor has run for twenty years keep working. Every report can be charted, exported, printed, and emailed.

Queue Status
Queue Summary
Queue Interval
Agent Summary
Agent Group
Agent AUX
Agent Attendance
Line of Business
Number Performance
Split/Skill Call Profile
Multi-Channel
Call Detail
Containment & Deflection

The reports are derived from an interaction event ledger rather than written as the application goes, so the numbers reconcile with each other by construction, and a definition can be changed and history re-derived instead of lost.

Built to pass security review

Tenant isolation the server enforces

Isolation is applied at the data-access layer rather than query by query. A table that is not classified as tenant-scoped or shared cannot be queried at all, and the server refuses to start until it is.

Your identity provider, per tenant

Each tenant brings its own OIDC identity provider, with role mapping from directory groups and just-in-time provisioning.

Provisioning that deprovisions

SCIM 2.0 user provisioning, handling both the Entra and Okta dialects. Disabling someone in the directory removes their access immediately, and their history stays.

Audited cross-tenant access

Support access across tenants is read-only and written to the audit log. If the audit record cannot be written, the access is refused.

Every channel, every agent, one floor.

Talk to us about what your contact center runs on today and what it would take to move.

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