What’s the difference between UCaaS and a contact center (CCaaS)?

UCaaS is your whole organization’s phone, video, and messaging. A contact center adds queueing, skills-based routing, agent/supervisor tooling, and detailed analytics for teams whose job is handling high volumes of customer contacts. intSignal delivers both on one platform, so internal and customer-facing communications stay connected.

Which channels are supported?

Voice, web chat, SMS, email, and social messaging, handled from a single agent desktop with shared conversation history across channels.

Can agents work remotely?

Yes. The agent desktop is browser-based, so agents can work from anywhere with supervisor visibility and the same routing, recording, and reporting as on-site.

Does it integrate with our CRM?

Yes — screen-pops, click-to-call, and activity logging integrate with major CRMs, and open APIs cover custom systems. Exact connectors are confirmed during onboarding.

UCaaS · Contact center

A cloud contact center that fits your team

Handle every customer conversation — voice, chat, SMS, email, and social — from one platform. Route intelligently, give agents a unified desktop tied to your CRM, and give supervisors the real-time visibility they need. It runs on the same intSignal UCaaS backbone as the rest of your phones.

Talk to our team ⟶← All UCaaS features

Live, interactive demo — click to explore it.

OmnichannelSkills-based routingQueue callbacksReal-time & historical analyticsCRM agent desktopAI assist & scoring

Contact centerLIVE

Sales3 waiting0:42

Support7 waiting1:58

Billing1 waiting0:12

Omnichannel

One queue for every channel

Customers reach you however they prefer, and your agents work them all from a single desktop — no tab-juggling between systems. Context follows the customer across channels so nobody has to repeat themselves.

✓Voice & digital togetherCalls, web chat, SMS, email, and social handled in one place.

✓Unified conversation historyFull context across channels for every customer.

✓Blended inbound & outboundAgents handle inbound queues and outbound campaigns from one seat.

Omnichannel inbox

VoiceJordan RiveraIn queue · 0:42

ChatWebsite visitorActive

SMS(555) 013-0192New

Emailbilling@acme…Assigned

unifyVoice, chat, SMS, email & social in one agent desktop.

Routing

Send each contact to the right agent

Skills-based routing matches each contact to the best-suited, available agent, and callback options keep customers from waiting on hold. Overflow and after-hours rules keep queues moving when volume spikes.

✓Skills-based routingMatch on language, product, tier, or any attribute you define.

✓Queue callbacksOffer a callback and keep the customer’s place in line.

✓Priority & overflowVIP handling and overflow paths so nothing rings out.

✓Business-hours rulesOpen, closed, and holiday routing on a schedule you control.

Skills-based routing

Incoming contact

Match skills · language · tier

Best agentQueue callbackOverflow

routeThe right agent, or a callback that keeps their place in line.

Agents & supervisors

A desktop agents actually like

Agents get screen-pops, click-to-call, and disposition right inside your CRM. Supervisors get live wallboards and the ability to listen, whisper coaching, or barge into a call when it matters.

✓CRM screen-popsThe right record opens automatically on every contact.

✓Live monitoringListen, whisper, or barge to support agents in real time.

✓WallboardsReal-time queue and agent status for the whole floor.

✓Workforce optimizationRecording, QA, and scheduling for larger teams.

Agent desktop · CRM screen-pop

JRJordan Rivera
Acme Co · Customer since 2021 · 3 open tickets

CallNotesDispositionOpen in CRM

Last contact: billing question (resolved). Suggested next best action: confirm autopay enrollment.

AI & analytics

Measure and improve every interaction

Real-time and historical analytics show you what’s happening and why, and the AI suite reviews conversations automatically — transcribing, summarizing, scoring quality, and coaching — so improvement doesn’t depend on spot-checking a handful of calls.

✓Real-time & historical reportingLive dashboards plus deep historical analysis.

✓AI transcription & summariesEvery interaction transcribed and summarized automatically.

✓Automated QA scoringScore 100% of contacts on tone, resolution, and compliance.

✓First-contact-resolution insightSee what drives resolution and repeat contacts.

Live wallboard

Service level (SLA)92%

First-contact resolution78%

CSAT94%

Occupancy71%

measureReal-time and historical analytics for the whole floor.

Scope a contact center for your team

Tell us your channels, volumes, and CRM — we’ll design routing, reporting, and agent tooling around them.

Book a walkthrough ⟶