Inbound call centres

Call centres live and die by accessibility. Every missed call is a lost customer, a delayed resolution, or a dropped lead. That is why our platform is designed specifically to handle the demands of high-volume inbound teams.

We use our own IVR platform that distributes callers intelligently across your available agents. If an unexpected spike hits — a national campaign goes live, a product recall triggers a wave of enquiries — our call queue keeps callers in line with a waiting message until an agent becomes available. No engaged tones, no lost calls.

Not every call centre sits in a room full of desks and headsets. Some of the most effective operations we support are entirely virtual — agents working from home, from different cities, or even different countries. All they need is a phone.

Each agent logs in on our team dashboard when they start their shift. Our IVR routes incoming calls to whoever is available, in the order you set. If one agent does not answer, the call moves to the next. It works exactly like a physical call centre — without the office.

This model is used by charities running volunteer helplines, by answering services with home-based agents, and by businesses that want to offer 24/7 support by spreading shifts across time zones. Add or remove agents at any time. Scale from 5 to 500 without changing a single number.

If you run an answering service that handles calls for multiple businesses, you know the challenge: each client wants their own number, their own greeting, and their own routing — but your agents need to handle them all from one place.

With CallFactory, each client gets a dedicated number with its own welcome message and phone menu. When the call reaches your agent, a whisper message tells them which client the caller is ringing for — so they answer with the right company name every time. The caller never knows they have reached an answering service.

Our statistics panel breaks down call volumes per number, so you can report to each client exactly how many calls were handled and bill accordingly. We can also invoice each client separately if needed.

Many businesses do not need a full-time call centre — but they do need someone to pick up when the team is busy or the office is closed. CallFactory makes this easy.

Set up time-based routing so calls go to your in-house team during working hours and overflow to an external answering service after hours, at weekends, or during holidays. You can also set a threshold: if more than a certain number of callers are waiting in the queue, new calls automatically redirect to the overflow team.

For the answering service, this means a steady stream of overflow work from multiple clients — all manageable from one dashboard.

Every number comes fully equipped with advanced call centre tools as standard. Call queues, phone menus, call recording, webhooks, flexible routing, and a real-time caller dashboard — all included. No additional hardware or software is required.

If you prefer to manage call traffic through your own platform, that works too. Our numbers integrate seamlessly as a backup or overflow layer alongside your existing setup.

Wherever your customers are located — across multiple regions or internationally — we can connect virtually any phone number and forward it directly to your call centre. Need toll-free, national, or local numbers? They are ready within hours.

Already have existing phone numbers but unsure who the current provider is? We can investigate and help you transfer them to our platform, so everything is managed from one place.

Your call centre clients start with business numbers — but what happens when they want to expand into France, Germany, Spain, or the US? Suddenly you enter a new world of international phone numbers, local regulations, different routing rules, and time zone schedules. Most call centre platforms stop at the border.

This is where we fit in. We provide international phone numbers in over 100 countries, fully compliant with local telecoms regulations. Your client gets a local number in each new market, and all calls route straight to your agents — just like their business numbers do today. Same dashboard, same queue, same reporting.

For your call centre, this means you can offer your clients something most competitors cannot: international expansion without the headache. You do not need to find a separate provider for each country or deal with foreign carriers. We handle the numbers, the compliance, and the routing. You handle the calls.

Every call that comes in, goes out, or is missed can trigger a webhook — pushing data into your CRM, helpdesk, or ticketing system in real time. No manual logging, no copy-pasting between screens.

Our API gives you access to call statistics, active agent data, and number management. Automate provisioning of new numbers for campaigns, pull reports into your own dashboards, or build custom integrations that fit exactly how your call centre operates.

Selectively record phone calls to capture orders, verify compliance, or support agent training. Combined with our AI transcription feature, you can convert recordings into searchable text — making it faster to review conversations, flag issues, and improve service quality.

If your primary call centre goes down — a power cut, a network outage, a fire alarm — calls need to keep flowing. With CallFactory, you set up failover routing so that if your main site stops answering, calls are instantly rerouted to a backup location, a remote team, or a partner call centre.

There is no manual intervention needed. The failover kicks in automatically based on rules you define — for instance, if no one answers within 30 seconds, or if the line is unreachable. When your primary site comes back online, calls return to normal routing. Your callers never notice the interruption.

Most call centres run on a standard SaaS platform. Everyone gets the same features, the same menus, the same limitations. If you want something different — a custom call flow, a unique routing algorithm, integration with a proprietary system — you are stuck waiting for the vendor to add it to their roadmap. Which they will not.

If your call centre has its own developers, we offer something no standard provider can: a dedicated IVR server that your team can program exactly how they want. Full access to the call flow logic, custom scripts, real-time data lookups during a call, integration with any API or database you run. You build the features that give you a competitive edge — things your competitors simply cannot replicate because their SaaS platform does not allow it.

We provide the infrastructure, the carrier connections, and the support. Your developers build the intelligence on top. It is the difference between renting a flat and owning the building.

Not every call centre has its own developers — and that is fine. If your current phone system does almost everything your clients need but falls short on one specific feature, we are happy to build it for you. A custom call flow, an integration with a third-party system, a routing rule that your SaaS platform simply does not support — tell us what you need, and we program it on our IVR platform.

This is especially relevant now that AI is changing what callers expect. Voicebots, real-time transcription, intelligent call routing based on what the caller says — these are no longer futuristic ideas, they are becoming the standard. But most call centre platforms are slow to adopt new technology because they have to roll it out to all their customers at once.

We do not have that constraint. Because we operate our own IVR platform, we can add new capabilities for a single client without waiting for a product roadmap. If your client wants an AI voice assistant handling first-line enquiries, or a voicebot that qualifies leads before connecting them to an agent — we build it. Your call centre offers something no competitor running a standard platform can match.

Already have phone numbers with another provider? We handle the porting process for you. Your existing numbers move to our platform with no downtime and no change for your callers. If you are not sure who currently provides your numbers, we can investigate that too.

Once ported, all numbers are managed from one dashboard — with the same routing, recording, and reporting features as any number you activate with us.

We are not a reseller — we operate our own IVR platform. When something needs changing, we change it ourselves. When a problem occurs, we can pinpoint it exactly, right down to the carrier level. If you are with a reseller, they have to phone their platform provider first, who then has to investigate, who then gets back to them, who then gets back to you. When your call service handles hundreds of calls a day, that chain simply does not work.

Because we all love technology — and spend our free time tinkering with computers, telephones, IVR, and AI — there are always multiple colleagues online at any given moment. If something happens, someone is already there. Our support mailbox is monitored evenings, nights, and weekends. Our team is on Slack with notifications on our mobile phones, so we stay in touch around the clock. For clients who want it, we set up a dedicated Slack channel so you can reach us instantly by message at any time.

With other providers, you need strict and expensive SLAs to get this level of attention. And when something actually happens, the SLA often turns out to be just a piece of paper — support is still not there when you need it. Our “best effort” SLA is the best you can get: motivated team members who know the platform inside out and want to help you.