What is an AI contact center?

An AI contact center uses machine learning to assist agents in real time, route calls based on sentiment and skills, power predictive dialers, and generate post-call summaries — all within a single cloud platform.

What dialer types does Softtop offer?

Softtop includes power, predictive, and progressive dialers with answering machine detection (AMD), local caller ID rotation, DNC scrubbing, and CRM auto-logging — all in one platform.

How does sentiment routing work?

The AI scores caller sentiment in real time. When frustration is detected, the platform can automatically escalate the call to a senior agent or supervisor, reducing churn and improving CSAT scores.

Which channels does the contact center support?

Voice, SMS, MMS, web chat, WhatsApp Business, Facebook Messenger, Instagram DMs, and email — all routed through a single skills-based queue with shared agent history across every channel.

Is the contact center STIR/SHAKEN compliant?

Yes. All outbound calls are STIR/SHAKEN attested, ensuring your caller ID is verified at the carrier level and your numbers are never labeled spam by mobile carriers.

How many agents can I run?

Softtop scales from small teams to enterprise contact centers with 2,000+ concurrent agents. Seat counts, channels, and dialer capacity can all be adjusted through the self-service portal.

An AI contact center built for US teams.

Softtop AI Contact Center is an omnichannel contact center platform that handles voice, SMS, web chat, WhatsApp, Instagram, Facebook Messenger, and email from a single queue with AI-powered routing, real-time agent coaching, and supervisor visibility tools. The platform deploys in days — not months — with no on-premise hardware and no separate telecommunications carrier contracts required.

Inbound routing uses skills-based algorithms to match every contact to the most qualified available agent based on issue type, language, customer tier, and previous agent history. The AI Receptionist handles Tier-0 contacts autonomously, deflecting a significant share of inbound volume before it reaches a human agent. Contacts requiring human handling route with full context — prior interaction history, customer sentiment, and reason for contact — pre-loaded in the agent workspace.

AI Agent Assist provides real-time coaching during every live interaction across all channels. The AI surfaces relevant scripts, compliance reminders, and product information as the conversation develops. AI Sentiment Analysis monitors customer emotion in real time and alerts supervisors when satisfaction dips below threshold, enabling immediate intervention before a customer reaches the escalation point.

Outbound capabilities include power dialing, predictive dialing, and progressive dialing modes with TCPA compliance controls, DNC scrub, and local presence caller ID. Campaign management, disposition tracking, and CRM sync are included for outbound sales and service teams. Call recording with AI transcription, keyword search, and compliance redaction covers every inbound and outbound interaction. Softtop AI Contact Center plans are priced per seat with no setup fees, no minimum term, and no per-channel add-on fees for the included channel set.