Outsourced support teams
Answering services
Unified CCaaS platform Voice, chat, QA, and workforce management — unified. social services
AI handles office hours, document checklists and appointments; native-speaking agents handle benefit questions, case status and anyone in distress. Eligibility stays with your caseworkers.
The short version: a named, dedicated agent from US$5.80 an hour, and anyone in distress reaches a person immediately — that is not a service level, it is the whole point. Every contact leaves a timestamped record. AI voice at US$0.15 a minute covers office hours, eligibility documentation and where to send a form.
how it plays out
SNAP/food assistance inquiry from refugee family
Payment status check from benefits recipient
Escalation request from frustrated client
Community resource referral for new immigrant
the team behind it
real members of the global team Support for Social Service Agencies
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 continuity, where being recognised matters |
| AI voice | US$0.15 | per minute | Office hours, document checklists and appointment scheduling — volume that would otherwise sit in the same queue as a crisis call |
| Web chat | US$0.15 | per session | Web enquiries about programme eligibility and what to bring |
| Live shared team | from US$300 / month | includes 500 min → ≈ US$0.60/min | A shared live team for steady daily caseload contact |
| Live shared team | from US$650 / month | includes 1,500 min → ≈ US$0.43/min | Enrolment periods and emergency response, when volume rises exactly when capacity is thinnest |
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, appointment scheduling | AI | Low, and it protects the human queue. |
| What documents a programme requires | AI | Low, where the checklist is published. |
| Anyone in distress, at any point in the call | Live agent | High and uncapped. Immediate handover, always. |
| Safeguarding concern about a child or vulnerable adult | Live agent | High. Escalate by your protocol, immediately. |
| Benefit or eligibility decision the caller disputes | Live agent | High. Their income depends on this call. |
| Language other than English | Live agent | High. Not being understood is the same as not being served. |
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.
Two ways. First, the AI tier is deliberately narrow — hours, checklists, appointments — so it never has to judge whether a call is serious. Second, any signal of distress hands over to a person mid-call rather than at the end of a menu, and we build that trigger list with you before go-live. The reason to use automation here is not cost; it is to keep the routine volume out of the queue that a person in crisis is waiting in.
For casework we would recommend the dedicated tier so that the same named agents handle the same people. In social services being recognised is part of the service — a resident who has explained their situation four times to four strangers has been made to relive it four times. The minimum is half a seat, so continuity does not require committing to a full-time agent you cannot fill.
start
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