Contact center, sourced and managed. Not sold.
Cloud contact center for multi-location business. We compare the platforms, place what fits your call flows, and manage it for you, vendor-neutral.
Rings Jonathan and the team 24x7.
400+ carriers and platforms, compared.
A contact center should fit your call flows - not a vendor's catalog.
CCaaS runs your inbound and outbound customer conversations in the cloud - voice, messaging, routing, and reporting - without on-prem hardware.
Because we do not sell our own platform, we compare the major ones, place whatever genuinely fits how your team works, and manage the provider so you do not have to. There is no advisory fee. The platform pays us a residual when you sign. Your price is the same as going direct. The contract is written in your name, with the platform, we never sit between you and them on paper. We shop the carriers and platforms that serve your building. The recommendation is yours, not a house brand.
A hunt group is not a contact center. Teams Phone is not either.
Ohio offices keep buying the wrong layer, then wondering why Monday mornings collapse. The mismatch is usually the tool, not the people.
Hunt group
A phone-system feature. It rings desk A, then desk B, then desk C until someone picks up. No position in queue, no skills, no service-level timer, no occupancy number, no recording policy worth handing an auditor. Fine for three people covering a main line. Not a contact center.
Hosted VoIP / Teams Phone
The business PBX. Extensions, auto-attendants, number porting, 911 mapping. Hosted VoIP is the layer for the rest of the building. Microsoft Teams Phone is the same job when the company already lives in Microsoft 365, external calling in the app people already have open. Adding a queue does not make either one CCaaS.
Contact center (CCaaS)
For the team whose job is the phone. Queues with wait treatment. Skills-based routing. Omnichannel so a web chat does not restart as a voice call. Agent state. Recording with a real retention rule. Reporting a supervisor can act on. Plenty of clients run hosted VoIP or Teams Phone for everyone else and CCaaS for the queue.
Built around how customers actually reach you.
Omnichannel
Voice, SMS, web chat, and email in one queue, so a conversation does not restart every time the channel changes.
Smart routing & IVR
Skills-based routing and self-service that gets callers to the right person the first time.
Queue & agent analytics
Service levels, wait times, and staffing insight you can act on - across every location.
CRM & app integration
Screen pops and customer context pulled from the systems your team already runs.
Remote & hybrid agents
Your team takes queue calls from anywhere, with the same routing and reporting as the office.
Scales with seasonality
Add and remove seats as call volume moves. You do not pay year-round for a December peak.
What to spec: AHT, occupancy, recording, overflow, disaster.
Seat count is not a round number on a vendor slide. It is a function of how long contacts take and how they arrive. We map the numbers first, then shop the platforms.
Average handle time is talk plus hold plus wrap. Occupancy is the share of logged-in time actually on contacts. Too high and service level dies; too low and you bought seats you do not use. We do not publish a per-seat price here because it depends on those two numbers plus recording, CRM, and after-hours. We will quote your queues line-by-line once we have them.
- AHT by queue, talk, hold, and wrap, not a blended guess
- Occupancy and service-level target, so seat count has a denominator
- Every queue, IVR branch, and after-hours path you run today
- Peak and off-peak concurrent agent counts by location
- Recording, retention, and PCI pause-and-resume when a card is read
- HIPAA recording if PHI is on the call: BAA with the platform, not with us. See Ohio healthcare voice
- Overflow: where the call goes when wait exceeds the target
- Disaster: if the site or the internet path dies, do calls follow the agents or dump to voicemail. We read the platform SLA before you sign
- Integrations your agents actually use: CRM, ticketing, EHR
- Reporting your supervisors need, not the default dashboard
- Contract term, seat commitments, the renewal date, and the contract in your name
How we get paid does not change the quote. Residual from the platform, no advisory fee, same price as going direct. The math is on how we get paid.
Before you replace a hunt group with a platform.
How is CCaaS different from a hosted phone system?
Is a hunt group the same as a contact center?
Can we just use Microsoft Teams Phone as the contact center?
Do we have to move all our phones to the same platform?
What does your advice cost?
Whose name is the contract in?
Can agents work from home?
What if we need to scale up for a season?
How do you handle recording, PCI, and HIPAA?
What happens when the platform misses its SLA?
Related
Business phones, from people who have lived them since 2003.
Cloud phones, SIP, and Teams Phone for the rest of the building. Quoted line-by-line. Contract in your name.
Read → SLAsWhat your provider actually owes you.
Uptime promises, credit schedules, and the window to claim them. We read it before you sign.
Read → Compensation disclosureHow we get paid, in plain English.
100% carrier and supplier residuals. No advisory fee. The quote is the same as going direct.
Read → HealthcareHIPAA-aligned voice, including recording.
BAA with the platform, TLS/SRTP, call-recording controls. We specify it. The partner signs.
Read →Let's scope your contact center.
Talk to the Buckeye team - the owner is involved in every engagement, and there is no advisory fee.
Book a call