Modernize an on-prem CC
Replace Avaya/Genesys/legacy with cloud-native.
Example workflow
Mirror queues → port numbers → train AI on transcripts → cutover → keep SLAs.
Product · Sonaira Contact Center
Contact center, without the legacy.
Sonaira Contact Center is a modern CCaaS - queues, routing, supervisor tools, recording, and AI QA, on Tier-1 carrier infrastructure.
Contact Center · live wallboard
Calls in queue
12
Agents avail.
14/22
AHT
4:21
Sales · ENSLA 96%
3 waiting
Support · Tier-1SLA 78%
8 waiting
BillingSLA 100%
1 waiting
Agents on shift
AK
TR
MJ
SL
PD
EV
RB
NW
By the numbers
100%
Auto-QA coverage
Every call
92%
Service level
< 20s
Live
Supervisor tools
Monitor + coach
Up to 60%
AI handling
Tier-1 deflection
The idea
Everything you'd expect from CCaaS. None of the bloat.
Skill-based routing
Match callers to the best agent by skill, language, and history.
Live supervisor tools
Monitor, whisper, barge, and coach in real time.
AI QA built in
Auto-score 100% of calls against your rubric.
How it works
From call landed to issue resolved.
- Step 01Queue
Calls land in a queue with priority by tier or intent.
- Step 02Route
Skill-based assignment finds the right agent fast.
- Step 03Assist
Agent assist surfaces context, knowledge, and reply ideas.
- Step 04Score
AI QA scores every call and flags coaching moments.
Capabilities
Built for modern operations.
Skill-based routing
Match by language, skill, tier, and history.
Queues + overflow
Multi-queue with overflow, callbacks, and after-hours.
Supervisor dashboard
Live agent state, queue depth, and SLA timers.
Whisper + barge
Coach live or jump in when needed.
Auto-QA
Score every call against custom rubrics.
Real-time reporting
Service levels, AHT, FCR - live.
Old vs. new
Why teams switch to Sonaira Contact Center.
Legacy stack
With Sonaira
- Siloed tools wired with brittle ZapsOne platform - voice, messaging, AI, workflow
- Months of carrier and vendor procurementProvisioned in minutes on Tier-1 infrastructure
- AI bolted on after the factAI-native from the carrier layer up
- Reports lag the business by weeksReal-time analytics on every conversation
In practice
Contact Center in action.
AI-first tier 1
Deflect 60% of calls without losing CSAT.
Example workflow
AI agent answers → resolves or escalates → live agent picks up with full context.
Coaching at scale
Find the moments that move CSAT.
Example workflow
Auto-QA scores → manager dashboards → 1:1s with AI call clips → re-score.
"Sonaira Contact Center replaced three vendors for us - and we ship customer experiences in days instead of quarters."
3.2×
Faster to deploy
Plays nice with your stack
SalesforceHubSpotZendeskIntercomSlackMicrosoft TeamsGoogle WorkspaceTwilioStripeNotionZapierMCP
Related products
Built into these Sonaira products.
FAQ
Questions, answered.
- Sonaira Contact Center is a modern CCaaS - queues, routing, supervisor tools, recording, and AI QA, on Tier-1 carrier infrastructure.
Run a modern contact center - not a museum.
Cloud queues, AI agents, live supervisor tools, and built-in QA. All in one platform.