Voice sized for the floor, not the brochure
Contact centres break carriers in specific ways — shift-change spikes, queue behaviour under load, and quality problems supervisors notice long before a monthly report does.
Concurrency is easy to quote and hard to hold
Any carrier will sell you a channel count. Fewer will hold quality at that channel count on a Monday morning when every agent logs in within the same four minutes.
We provision burst headroom ahead of demand instead of allocating it on request, so a shift change is carried rather than queued. During onboarding we size that headroom against your observed peak concurrency, not your monthly average, because the average is precisely the number that hides the problem.
Telemetry is broken out per trunk, per destination and per queue. When a supervisor escalates an audio complaint, your operations team should be able to look at the same data our NOC sees rather than open a ticket and wait for someone to paste a graph into an email.
Outbound from a contact centre carries extra obligations. You must hold the consent applicable law requires, honour do-not-call and revocation promptly, and present calling numbers you have the right to use. We sign what we can verify, monitor traffic quality continuously, and will contact you the moment a campaign looks likely to attract complaints.
- Burst headroom. Capacity provisioned ahead of demand, sized to your real peak.
- Per-queue telemetry. Quality measured where problems appear, not averaged network-wide.
- Layered failover. Overflow and fallback destinations so congestion never becomes a busy tone.
- Signed outbound. A-level attestation on numbers whose ownership we have verified.
- Sub-account isolation. Separate credentials, caps and reporting per client or per site.
What you get
Technical summary
| Concurrency | Hundreds to 10,000+ channels, burstable above commitment |
| Platform interop | Genesys, Five9, NICE, Avaya, Cisco, Amazon Connect, Asterisk, FreeSWITCH |
| Codecs | G.711 µ-law, G.729, G.722, Opus, transcoding where required |
| Routing | Skills, geographic, time-of-day, percentage, overflow and failover chains |
| Telemetry | ASR, ACD, MOS, PDD and short-duration ratio per trunk, destination and queue |
| Recording | Optional per number, encrypted, retention configurable |
| Support | 24/7 US-based NOC on noc@nexdial.net |
What customers ask
Burst headroom sits on the platform in advance rather than being allocated when you ask, so the spike is absorbed. We size it against your observed peak during onboarding and alert you as you approach the ceiling. Sustained operation above commitment prompts a re-rating conversation, never a sudden block.
Only where it is lawful and properly consented, and it is reviewed before enablement. Abandoned-call rates, short-duration ratios and complaint signals are monitored continuously, and campaigns that breach the Acceptable Use Policy are suspended. If your operation depends on high abandon rates, expect that conversation early rather than late — we would rather scope it honestly at signup.
Yes. We act as the carrier beneath Genesys, Five9, NICE, Amazon Connect and the major on-premise ACDs. You keep your agent experience, routing logic and reporting; we replace the carrier underneath. Interop specifics are confirmed during a supervised pilot rather than assumed.
The same telemetry the NOC uses: ASR, ACD, MOS, PDD, jitter, packet loss and short-duration ratio, per trunk, destination and queue, live. A supervisor escalating a complaint should be able to see what we see.
Sub-accounts. Each gets its own trunk, credentials, concurrency cap, CDRs and telemetry. That isolation matters for traceback response too, since you must be able to identify the true originator of any call within 24 hours.
Pilot one queue before you move the floor
We will size capacity against your real peak, confirm interop with your ACD and run a supervised pilot on a single queue so you can compare quality against your incumbent.