Transform Every Customer Interaction with AI-Powered Contact Center

Yes, you can upgrade between NCX packages at any time. Upgrades are prorated based on your billing cycle, and you'll only pay the difference for the remaining period. Downgrades typically take effect at your next renewal date to ensure continuity of service. Your data, configurations, and call history remain intact during any package transition.

The minimum requirement is 3 agents for any NCX package. This ensures you have adequate coverage for basic call center operations while maintaining flexibility as you grow. Whether you're starting with a small team of 3 or managing 1,000+ agents, you can deploy any solution that fits your needs. This approach allows growing businesses to start at an appropriate scale and expand as demand increases, without being locked into large volume commitments that don't match your actual usage.

No, digital channels are included in the NCX packages that support them (NCX2 and above). Once you have the appropriate package, your agents can handle voice, email, chat, SMS, and social media interactions from the same unified interface without additional per-channel licensing fees. This omnichannel capability is built into your agent seat license.

Agent Assist AI (available in NCX2 and above) provides real-time guidance during customer interactions. It analyzes conversations in real-time and surfaces relevant knowledge articles, suggests responses, flags compliance issues, and can even automate after-call work like summarization and disposition coding. The AI learns from your knowledge base and historical interactions to provide increasingly accurate recommendations. Supervisors can also customize AI prompts and responses to align with your specific business processes.

Yes, you can deploy different NCX packages across your organization based on role requirements. For example, your tier-1 support team might use NCX2 (Agent Assist), while specialists use NCX3 (Agent Assist Plus), and your enterprise team uses NCX5 (Enterprise Advanced). All packages work within the same unified platform, sharing routing, reporting, and administrative controls. This allows you to optimize costs while ensuring each team has the tools they need.

Yes, all NCX packages include unlimited domestic voice capacity. There are no per-minute charges, concurrent call limits, or usage caps for inbound or outbound calls within the US and Canada. This includes calls handled through queues, direct extensions, and conference bridges. International calling follows standard international rates, but your domestic calling is truly unlimited—no surprises on your bill regardless of call volume.

All NCX packages include 24/7 US-based support with an average response time of 30 seconds. You get direct access to technical specialists (not outsourced tier-1 agents reading scripts) who can diagnose and resolve issues in real-time. Support includes platform training, configuration assistance, and ongoing optimization recommendations. Higher-tier packages (NCX5+) include dedicated Customer Success Managers and priority escalation paths for mission-critical issues.

Most NCX deployments are operational within 5-10 business days. Simple configurations (NCX1-NCX3) can be deployed in as little as 48-72 hours. More complex enterprise deployments (NCX5-NCX7) with custom integrations, advanced workflows, and CRM connections typically take 2-3 weeks. Our deployment process includes system configuration, number porting, agent training, and testing—all managed by your dedicated implementation team. We also offer white-glove migration services to ensure zero business disruption during the transition.