Outsourced support teams
Answering services
Unified CCaaS platform Voice, chat, QA, and workforce management — unified. government
AI handles office hours, forms and routine requests; native-speaking agents handle other languages, casework and sensitive cases under your access rules. Eligibility stays with your staff.
The short version: a named, dedicated agent from US$5.80 an hour, because a public-service call is answerable later — to a supervisor, an ombudsman, or an elected official. Every contact leaves a timestamped record. AI voice at US$0.15 a minute handles office hours, department routing and where to send a form. English and Spanish share one queue.
how it plays out
Eligibility is the agency’s decision, not the phone line’s.
Permit renewal inquiry from non-English speaker
Document request from resident
Municipal service schedule inquiry
the team behind it
real members of the global team Support for Public Service Lines
65+ Languages
Follow-the-Sun Coverage
what it costs
Most vendors in this category quote by form. These are our published packages — not a quote, since language mix, hours and volume all move the number. The per-minute figures are simply the monthly price divided by the included minutes.
| Option | Published price | Per minute | What it's for |
|---|---|---|---|
| Dedicated agent | from US$5.80 | per hour, per agent | A named dedicated agent for casework, complaints and anything that becomes a formal record |
| AI voice | US$0.15 | per minute | Office hours, department routing and "where do I send this form" — the calls that consume a front desk |
| Web chat | US$0.15 | per session | Web enquiries about eligibility documentation and application steps |
| Live shared team | from US$300 / month | includes 500 min → ≈ US$0.60/min | A shared live team for steady daily citizen contact across channels |
| Live shared team | from US$650 / month | includes 1,500 min → ≈ US$0.43/min | Deadline and enrolment periods, when a season of calls arrives in two weeks |
Anything involving a person is a starting price. Two things move it: which languages you need, and how senior an agent the work actually requires — a bilingual agent handling refund authority is not the same hire as one taking bookings. AI voice and web chat are flat, because there is no hiring in them. And every model above is open to every business on this page: which one fits is a question about the shape of your volume, not about your industry.
Minimum engagement is half a seat — not a five-seat block. We also bill per resolved issue, from US$1, where you pay nothing if it is not resolved; that model fits businesses where a customer problem actually gets solved on the call, not businesses where the call is intake.
who takes which call
Most vendors sell you either an AI receptionist or a live answering service and leave the allocation to you. Since we run both, here is the split we would actually recommend — including the calls we think should never touch automation.
| The call | Route to | Cost of getting it wrong |
|---|---|---|
| Office hours, location, which department | AI | Low. Directory lookup with one right answer. |
| Which form is needed and where it goes | AI | Low, where the process is documented. |
| Application status or a decision the caller disputes | Live agent | High. A record is being created either way. |
| Complaint or formal grievance | Live agent | High. This is read back verbatim later. |
| Caller in distress or describing a safety issue | Live agent | High and uncapped. Never automate this. |
| Language other than English | Live agent | High. Access is the whole point of a public service line. |
setup
Five days is our normal window to staff a live account — that is five days to find and place an agent who fits your business, not five days of software setup. AI voice can go live sooner because there is no hiring step.
your existing software
We work inside the CRM, practice system or case tool you already run, rather than handing you a second inbox to check. Every contact leaves a timestamped record — who called, what was asked, what was said back, what was promised — because in your line of work the question six months later is not "did someone call" but "what exactly did we tell them". Tell us what you run and we will say straight whether we connect to it today.
questions
AI voice is US$0.15 per minute and web chat is US$0.15 per session. Live agents start at US$300 per month including 500 minutes — about US$0.60 per minute — or from US$5.80 per hour for a dedicated agent working only your account. The minimum engagement is half a seat, not a five-seat block.
Five days is our normal window to staff a live account — that is five days to find and place an agent who fits your business, not five days of software setup. AI voice can go live sooner because there is no hiring step.
Yes, on the same number, with agents in our Bolivia and Nicaragua operation centres — native Spanish, not machine translation. English and Spanish share one queue, and we cover 60+ more languages if you need them.
That is the normal setup. You decide which call types go to AI and which reach a person, and you can change the split as your volume changes. Nothing about that decision is locked in at signup.
A timestamped record of who called, what was asked, what was said back, what was escalated and to whom — held in the system you already run rather than a separate inbox. This is the part that matters more in public service than anywhere else: the question six months later is rarely "did the phone get answered" and almost always "what exactly was this person told, and by whom".
English and Spanish share one queue as standard, with native-speaking agents in our Bolivia and Nicaragua operation centres — not machine translation. Beyond that we cover 60+ more languages. For a public service line this is not a nice-to-have: a resident who cannot be understood has effectively been denied the service, and that shows up as a complaint rather than as a call statistic.
compliance
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