Contact center software for ISPs Build your contact center and support desk.
Inerxia Contact Center is contact center software for US internet providers: phone lines for your human team, with calls, text messages and email in one queue and AI working alongside every agent, on the same subscriber record.
- 3
- channels, one queuecalls, SMS and email
- 0
- phone systems to buy separatelytelephony is included
- 100%
- of calls scored and logged
The problem
Most ISPs assemble a support desk out of three vendors.
A phone system from one, a texting tool from another, a shared mailbox from a third — and none of them has ever heard of the subscriber record the whole business runs on.
The phone system knows nothing about the customer
Your PBX has a number. Your billing system has an account. Nothing joins them, so the agent answers a call from a stranger and opens by asking who is calling and what it is about.
Three tools, three queues, three passwords
Calls in one place, support@ opened by three people at once, texts on a phone at somebody's desk. Nobody can say what the team's actual backlog is right now.
Stitching it together is its own project
A phone system, a texting tool and a help desk from three vendors can be integrated. It takes months, it breaks on upgrades, and you own the seam forever.
The phone system
The lines come with it.
This is not a layer sitting on top of a PBX you already pay for. Inerxia provisions the numbers, runs the routing and puts a softphone in the browser next to the subscriber record — so the phone system and the billing system are finally the same system.
Numbers and lines for your team
We provision the numbers, the extensions and the lines. Local presence in the markets you serve, and a toll-free number if you want one.
Routing, queues and IVR
Route through an IVR or by skill, service area, language or account tier. Set business hours, overflow rules and callback offers instead of a hold queue that never moves.
A softphone in the browser
Agents take calls from the same screen that holds the subscriber record. No desk phone, no second app, no copying an account number between windows.
Recording and retention
Every call recorded and kept on the terms you set, with the recording attached to the subscriber it belongs to rather than a folder nobody opens.
Overflow to AI, not to hold music
When the queue spikes the AI agent answers instead of the caller waiting. Anything it cannot close is handed to a person with the context already gathered.
One bill, no second vendor
The telephony is part of the platform. You are not buying a phone system, a texting tool and a help desk and then paying someone to connect them.
Already have a carrier you like? We connect to it instead.
One queue
Calls, texts and email, in front of one team.
Your support team stops switching tools to answer the same customer. All three channels land in the same queue, threaded by subscriber, assigned to a person and attached to the account.
- Calls, SMS and email in one queue
- All three channels land in the same place, threaded by subscriber rather than by number or address, so the conversation reads as one story.
- Assignment, not a scramble
- Every conversation is assigned, claimed and visibly owned. Two agents stop answering the same email, and nothing sits unread because everyone assumed someone else had it.
- Voicemail as text
- Missed calls arrive transcribed and sit in the queue alongside everything else, so a voicemail is a task rather than a light blinking on a phone.
- On the subscriber record
- Every call, text and email attaches to the account it came from. The next agent, on any channel, sees the whole history without asking the customer to repeat it.
- SLA you can see
- First response and resolution timers per conversation, with the queue sorted by what is closest to breaching rather than what arrived last.
- Escalation both ways
- An AI agent hands a case to a human with full context. A human hands routine follow-up back. Neither restarts the conversation.
The AI component
Every conversation arrives explained.
This is what separates it from a phone system with a CRM bolted on. The agent does not look the customer up — by the time they say hello, the platform has matched the caller, read the history and put the likely reason for the call on screen.
Surfaced at connect
- Account
- Fiber 1G · 26 months · current
- Open tickets
- 2 — one unresolved since Aug 14
- Last contact
- 9 days ago · same complaint
- Service zone
- Zone 07 · 9 contacts in 48h
Recommended
Repeat contactSame fault as her August ticket, and eight neighbours have called. Lead with the zone issue rather than a line test, then offer the credit she is already owed.
Identified before you say hello
The caller is matched to the subscriber record on ring, so the account, balance and service state are on screen before the agent picks up.
The history, summarized
Previous tickets, the last three contacts and what each was about — condensed into something an agent reads in four seconds, not a timeline they scroll.
The pattern nobody would catch
If eight other subscribers in the same service zone called this week, the agent sees it on the call. That turns a line test into an outage acknowledgement.
One-click actions
Apply the credit, attach the call to an incident, schedule the callback, provision the change. Every action writes straight to the subscriber record.
Drafts and wrap-up written for them
Replies arrive pre-drafted with the account facts already in them, and the call note and disposition are written from the call itself. Agents correct rather than compose.
Scored, every call
Each conversation is quality-scored on both sides and rolled into per-agent coaching — not a sample your supervisor listened to on Thursday.
How it fits
The AI takes the volume. Your people take the judgement.
Contact Center is the human half of the AI agents. Same lines, same subscriber record, same conversation history, and a handoff in both directions that never asks the customer to start again.
AI answers first
Inbound calls and texts hit the agents. The routine cases close end to end and never reach a person, so the queue stops being the constraint.
A human takes over with context
When judgement is needed the call or thread moves to your team, carrying the transcript, the account state and the recommended approach.
Everything feeds the record
Both sides write to the same subscriber record, and every interaction is transcribed, scored and clustered.
Worth being clear about
This is not a replacement for your team, and we do not sell it as one. It is the desk your team already works at — with the lines, the queue and the account history finally in one place, and the pattern across your whole subscriber base put in front of them at the moment they need it. The measure is a shorter call and a better answer, not a smaller headcount.
Pricing · Contact Center
Quoted on a 30-minute call.
We scope Contact Center around your operation on the call, then send a written quote.
- Phone lines, routing and queues included
- Calls, SMS and email in one queue
Keep reading.
- GuideHow to reduce ISP churnHow internet providers reduce churn: measure it properly, read the early-warning signals already in your data, fix involuntary churn and time retention offers.
- GlossaryIVR (Interactive Voice Response)IVR (Interactive Voice Response) is the automated phone menu that answers a call and routes it using keypad presses or spoken responses.
- PricingInerxia pricingHow each product is priced, and what is included with every deployment.
Questions operators ask.
What is contact center software for an ISP?
Contact center software for an ISP is the phone, text and email system a support team works from. Inerxia's version provisions the numbers and lines, runs routing, queues and IVR, and puts a browser softphone beside the subscriber record, so every call, text and email lands in one queue attached to the account it belongs to.
Do we need our own phone system or PBX?
No. Telephony is part of the platform: Inerxia provisions the numbers, extensions and lines, with local presence in the markets you serve and a toll-free number if you want one. If you already have a carrier you like, Inerxia connects to it instead.
Can calls, texts and email share one queue?
Yes. All three channels land in the same queue, threaded by subscriber rather than by number or address. Every conversation is assigned and visibly owned, with first-response and resolution timers, and the queue sorts by what is closest to breaching its SLA.
How does the AI help human agents?
The AI matches the caller to the subscriber record on ring, so the account, balance and service state are on screen before pickup. It summarizes past contacts, flags other calls from the same service zone, pre-drafts replies, writes the wrap-up note and scores every call for coaching.
What happens when the queue spikes?
The AI agent answers instead of the caller waiting on hold. It resolves the routine cases end to end and hands anything it cannot close to a person, with the context already gathered.
Are calls recorded?
Yes. Every call is recorded and kept on the retention terms you set, with the recording attached to the subscriber it belongs to. Missed calls arrive as transcribed voicemail in the same queue.
Stand up a contact center that knows your subscribers.
Book a 30-minute demo and see the lines, the shared queue for calls, texts and email, and the AI layer that puts the whole account in front of your agents.