Multi-client answering service workflows, dispatch, and reporting in one platform.
Multi-client telephone answering service with rules-based dispatch, dynamic scripting, voice + omnichannel on one desktop, and reporting that finishes in Excel — not in a ticket to IT.
Answering services don't look like other contact centers.
You run dozens of clients on one shift. Each one has its own script, its own dispatch rules, its own after-hours contact tree, its own reporting. Most CCaaS platforms were built for single-brand contact centers. TAS is the harder problem, and it needs a platform designed for it.
Everything a modern answering service needs. Built in.
Your clients, your voice, no coding
Dynamic, branded scripts per client with variable logic, branching, and real-time data pulled from your CRM of record. Supervisors ship script changes the same day a client requests them — no engineering tickets.
- Drag-and-drop workflow builder
- SinglePane unified desktop
- Up to 20% reduced AHT by eliminating tab-hopping
Dispatch every message to the right contact, with proof it was received
Every channel — email, SMS, secure messaging, fax, phone, pager — with custom templates and on-call logic that routes to the right contact based on time-of-day, escalation path, and client overrides.
- Custom dispatch templates per client
- Acknowledgement tracking with auto-escalation
- Audit-ready evidence of every dispatch
Voice plus every modern channel
The only TAS platform with fully integrated voice, web chat, two-way SMS, email, and social on one data model — so adding a new channel for a client is a configuration change, not a new integration project.
- Voice via WebRTC, no softphone
- Web chat, two-way SMS, email, social
- Unified knowledge base across channels
Reports that finish in Excel
Custom reporting without programmers. Dispatch and acknowledgement reports delivered on a schedule as Excel or CSV. Field-level behavioral data queryable in real time, not locked in logs.
- Supervisor-built custom reports
- Scheduled Excel/CSV delivery
- Real-time field-level behavioral data
Off the legacy system in weeks
Seamless transfers from legacy TAS platforms via our professional services team. Contact sharing across clients where appropriate, keeping the hard-to-rebuild relationships intact.
- Professional services for TAS-specific migrations
- Integration library with hundreds of CRMs and apps
- Most migrations complete in weeks, not quarters
TAS Call Journey
- 01Caller reaches the answering service after hours.
- 02SingleComm identifies which client the call belongs to.
- 03The agent sees that client's branded script and required fields.
- 04The caller's message is captured and categorized.
- 05The platform dispatches the message by SMS, email, pager, phone, or secure message.
- 06The recipient acknowledges the dispatch.
- 07If there is no acknowledgement, the system escalates to the next contact.
- 08The entire interaction is logged for client reporting.
Real outcomes teams can measure
Up to 20% lower handle time
One desktop with the client's script and data on screen eliminates the tab-hopping that pads every call.
Fewer missed dispatches
Acknowledgement tracking with auto-escalation means an unanswered page moves to the next contact instead of dying in an inbox.
Faster client onboarding
Templated scripts and dispatch rules let new client programs launch without an engineering project.
Shorter migration timelines
TAS-specific professional services move most operators off legacy platforms in weeks, not quarters.
TAS is not a side-use-case for SingleComm. The platform was built with answering services in the room. Multi-tenant scripting, rules-based dispatch, integrated voice, audit-ready reporting — all of it exists because TAS operators needed it, and everyone else downstream benefits from what we built to solve it for them.
Guides & deep dives.
The TAS migration checklist — moving off a legacy answering service platform without losing a client
Importing client scripts, rebuilding dispatch rules, preserving on-call contact trees, migrating reporting formats, parallel testing high-risk clients, and sequencing go-live so nothing breaks at 2 a.m.
Read →Industries · GuideDesigning rules-based dispatch — templates, escalation chains, and audit evidence for answering services
How to design dispatch that runs itself: per-client templates across SMS, email, phone, pager, and secure messaging; time-of-day and holiday rules; acknowledgement tracking with auto-escalation; and the audit trail that ends disputes.
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