Contact centers, compared honestly

Recovery built into the call path

Reliability is not only an uptime number. It is what the platform does when a session goes stale or a call rings out. Three recovery behaviours run inside every Orbit queue.

• Stale agent sessions are reaped automatically

  When an agent's client stops sending presence — a frozen tab, a dropped network, a closed laptop — Orbit detects the stale session and releases the agent so the next caller is not routed to a seat that can no longer answer.

• Ring-no-answer calls return to the queue

  If a routed call rings out without being answered, it is re-queued and offered to the next available agent instead of being dropped, and the re-queue rate surfaces on queue analytics so supervisors can spot a misconfigured shift.

• Callers keep their place with in-queue callback

  Long holds become a callback that preserves queue position, so a caller is not forced to wait on a line they cannot leave without losing their spot.

Measure the experience, not just the queue

A contact center is judged on how customers feel after the conversation, not only on how fast it was answered. Orbit measures that directly, and ties every score back to the channel, agent, or team behind it.

• Post-conversation CSAT and NPS surveys

  Trigger a CSAT, NPS, or CES survey after a call, chat, or ticket. Responses roll up to an average score, an NPS score, and a response rate you can watch move week over week.

• Voice-of-Customer analytics on every verbatim

  Free-text comments are analysed for sentiment, recurring themes, and the drivers behind a score, with the NPS trend charted over time — so a falling number arrives with the reason attached, not just the digit.

• Break scores down by channel, agent, team, or segment

  Filter survey results and Voice-of-Customer analytics by channel, agent, team, or segment to see which queue or rep is moving the number, instead of reading one company-wide average.

Our voice-agent latency budget, published in the open

An AI voice agent is judged on how quickly it answers. Orbit publishes its voice-agent latency budget broken down by stage — endpointing, transcription, model response, and speech synthesis — with the full methodology behind every figure, so the target it's engineered against is something you can check rather than take on trust.