Contact Center Software
What is contact center software?
Contact center software is cloud-hosted infrastructure that lets support and sales teams handle customer conversations across voice and digital channels, route each one to the right agent, and measure the outcome — without on-premise call-center hardware. Orbit by Devotel's contact center gives every agent one screen for voice, chat, email, and messaging; routes conversations through an IVR and skills-based digital queues sharing a single priority list; and gives supervisors a live wallboard to watch the floor and step into a conversation when an agent needs help. Two things set it apart from a contact center built on a resold or bolted-on stack: every voice leg — IVR, ACD-routed calls, and AI voice agent calls alike — terminates on Devotel's own wholesale carrier-of-record softswitch, which connects to 500+ global voice aggregators and mobile network operators, so Devotel (not a reseller) owns call quality and termination; and the AI voice and chat agents run natively inside the same queues and inbox as human agents, not as a separate product bolted on top, on the same platform as Orbit's SMS, WhatsApp, RCS, and email.
Every Orbit plan carries a published uptime SLA — 99.0% on Pay-as-you-Go up to 99.99%+ on Enterprise, with service credits if it's missed (SLA terms last updated March 9, 2026) — posted publicly rather than negotiated case by case. See the full SLA terms.
What Orbit's contact center software includes
| Capability | What you get |
|---|---|
| Unified omnichannel inbox | Voice, chat, email, WhatsApp, and social conversations land in one timeline, with internal team channels beside it so an agent can ask for help or warm-transfer without leaving the inbox. |
| IVR-fed skills-based routing & queues | A visual IVR menu greets and screens a caller, then Orbit routes the conversation to the right-skilled agent through digital queues with SLA targets and overflow rules — voice and digital share one priority queue. |
| Carrier-of-record voice termination | Every voice leg into and out of the contact center — the IVR, ACD-routed calls, and AI voice agent calls — terminates on Devotel's own wholesale carrier-of-record softswitch, which connects to 500+ global voice aggregators and mobile network operators, rather than a reseller hop on top of another CPaaS's network. |
| Automatic call distribution (ACD) | Once a call lands in a queue, ACD picks the specific available agent by skill, idle time, or a configured routing strategy — the same routing engine that assigns digital conversations. |
| Dispositions & macros | Close every conversation with a consistent, auto-suggested outcome label, and fire a saved macro to reply, tag, and update a conversation in one click. |
| Live wallboards & coaching | Watch active agents, open-conversation load, queue depth, and SLA-at-risk counts in real time, step into a live conversation, and coach from a queue of low-scoring interactions with per-agent scorecards. |
| Integrated AI voice & chat agents | AI agents run natively inside the same queues and inbox as human agents — not a bolted-on add-on product: an AI voice agent can answer and resolve a call in the queue before ever ringing a human, and AI auto-scores conversations, suggests dispositions, and drafts replies for the humans who do pick up. |
Common use cases
Scale support without more tools
Give a growing team one inbox for voice, chat, email, and messaging instead of a separate app per channel, with routing, reporting, and SLAs consistent across all of them.
Blend voice and digital routing
Let a single agent pick up a phone call routed through the IVR and a WhatsApp chat from the same queue, so staffing follows demand instead of channel.
Coach to a clear bar
Score interactions, surface the low ones for review, and give supervisors a live wallboard to intervene before an SLA slips.
Orbit vs Five9 vs Genesys for contact center software
| Feature | Orbit | Five9 | Genesys |
|---|---|---|---|
| Contact center essentials | |||
| IVR + ACD skills-based routing | |||
| Omnichannel shared agent inbox | |||
| Live supervisor wallboards | |||
| Native AI voice agents in the call queue | |||
| Owns wholesale voice backbone (carrier of record) | |||
| Commercial terms | |||
| Published pay-as-you-go pricing, self-serve signup | |||
| Per-seat licence & quote-based annual contract required | |||
| Published uptime SLA on the public site | |||
| One platform & one bill for CPaaS channels + CCaaS | |||
Comparison data as of Q3 2026. Competitor feature details sourced from public vendor documentation, G2, and Gartner Peer Insights. Subject to change at the vendor's discretion. Yes Partial No
Contact center software — frequently asked
- What is contact center software?
- Contact center software is cloud-hosted infrastructure that routes customer conversations across voice and digital channels to the right agent, tracks queues and SLAs, and gives supervisors live visibility into the floor — replacing on-premise call-center hardware (a PBX plus a separate ACD box) with one hosted platform.
- Does Orbit's contact center handle voice and digital together?
- Yes. Inbound calls are screened by the visual IVR, and both voice calls and digital conversations then share one skills-based priority queue, so a single agent can be assigned either from the same routing decision, and supervisors watch voice and digital load on one wallboard.
- What is the difference between an IVR and ACD in a contact center?
- The IVR is the menu that greets and screens a caller by keypress or spoken intent and picks a queue; the ACD (Automatic Call Distribution) then decides which specific available agent within that queue actually receives the call. Orbit ships both as part of the same contact center.
- Can supervisors monitor and join live conversations?
- Yes. Supervisors see active agents, queue depth, and SLA-at-risk counts on a real-time wallboard, and can step into a live conversation to take over reply control when an agent needs backup.
- How does Orbit's contact center use AI?
- AI auto-scores conversations for quality, suggests the outcome disposition, and drafts replies agents can edit. An AI voice agent can also answer and resolve a call in the queue itself, with a human agent as the fallback — keeping a human in control of every send. These AI agents run natively inside the same queues and shared inbox as human agents, not as a separately bolted-on product.
- Is Orbit's contact center carrier-of-record for its own voice calls?
- Yes. Every voice leg in Orbit's contact center — the IVR, ACD-routed calls, and AI voice agent calls — terminates on Devotel's own wholesale carrier-of-record softswitch, which connects to 500+ global voice aggregators and mobile network operators, rather than being resold on top of another provider's network. Devotel owns termination, call quality, and STIR/SHAKEN signing end to end.
- Does contact center software require per-seat licensing?
- Not on Orbit — it bills pay-as-you-go usage with no per-seat licence and no annual contract minimum. Traditional CCaaS incumbents typically require a per-seat licence and a quote-based annual contract instead.
Explore more
Run your contact center on one platform
Contact center software is one part of Orbit by Devotel — voice, SMS, WhatsApp, RCS, email, video, AI agents, and customer data on one platform and one pay-as-you-go bill. Start free, or talk to our team about your contact center.