Cloud Contact Center & Virtual Receptionist for Montana Businesses
Big Sky Telecom's cloud contact center gives Montana businesses the tools to handle every customer call professionally — from IVR menus and call queues to a full virtual receptionist. Whether you need simple call routing or enterprise-grade contact center software, we scale to fit.
Virtual Receptionist — Never Miss a Business Call
Our virtual receptionist answers calls around the clock, routes callers to the right person or department, and delivers a professional experience — even when your team is unavailable. It's the most cost-effective upgrade any small business phone system can have.
IVR & Contact Center Software
Set up multi-level IVR menus, define call flows, and access real-time reporting — all from a browser. Our contact center IVR is intuitive enough for a 3-person team and powerful enough for a 300-seat operation.
Smart Call Distribution - Every Call to the Right Agent
Stop routing calls manually. Automatic Call Distribution ensures every inbound call reaches the best available agent based on skills, availability, and priority.
Automatic Call Distribution (ACD)
Distribute inbound calls across agents using skills-based, round-robin, least-idle, or priority routing - ensuring every caller reaches the right person fast.
Queue Hold Experience
Keep callers engaged with hold music, position announcements, estimated wait times, and callback options so they never feel abandoned.
Queue Overflow & Escalation
When queues exceed thresholds, automatically overflow to backup agents, voicemail, or a secondary queue - no caller left behind.
Dynamic Queue Management
Add or remove agents from queues in real time from the portal or softphone. Surge capacity adjustments happen in seconds, not minutes.
SLA Threshold Alerts
Set queue SLA targets (e.g., 80% answered in 20 seconds) and receive instant alerts when performance slips below your standard.
Callback Request
Let callers opt into a callback instead of waiting on hold. Agents call them back automatically when queue time drops - improving CSAT without adding headcount.
Queue Performance at a Glance
Every queue gets its own performance dashboard. Set SLA targets, monitor abandonment, and identify exactly where calls are being lost - before they impact your customers.
Ring the Right Team - Every Time
Ring groups give you granular control over how calls are distributed within a team. Simultaneous ring for urgency, sequential hunt for tiered support, round-robin for fairness.
Simultaneous Ring
Ring every member of a group at once - first agent to pick up owns the call. Ideal for sales teams and urgent support lines.
Sequential / Hunt Groups
Ring agents one by one in a defined order until answered. Perfect for tiered support where senior agents serve as escalation backstops.
Round-Robin Distribution
Evenly distribute calls across agents to prevent burnout and ensure balanced workloads across your team.
Custom Timeout & Failover
Define ring duration per agent and where unanswered calls route next - to voicemail, another group, or an operator.
Keep the Whole Floor Informed - Instantly
Browser-based wallboards display live queue KPIs on any screen. No software install required - just open a URL on a TV or monitor and your team sees real-time performance data.
TV-Ready Wallboards
Display live queue KPIs on any browser-connected screen - queue depth, SLA %, calls waiting, longest wait, and agent status.
Customizable Layouts
Drag-and-drop widget layout editor. Show the metrics that matter to your team - hide the noise.
Trend Sparklines
See intraday call volume trends at a glance. Know if you're heading into a surge before it overwhelms your queue.
Role-Based Access
Agents see their own stats. Supervisors see the team. Executives see rollup reports - all from the same platform.
Coach in Real Time. Improve Every Call.
Give supervisors the visibility and control they need to develop agents, resolve escalations, and maintain quality - all without leaving their desk.
Call Monitoring (Silent)
Listen in on live agent calls without either party knowing. Ideal for QA reviews and new-hire monitoring.
Call Whisper
Coach agents mid-call with real-time guidance only they can hear - without interrupting the customer conversation.
Call Barge
Join any active call as a three-way participant when an agent needs immediate backup or the call needs escalation.
Live Agent Status Board
See every agent's real-time status - available, on call, in wrap-up, or idle - from a single supervisor dashboard.
Real-Time Queue Dashboard
Monitor queue depth, average wait time, abandonment rate, and SLA attainment on a live updating display.
Threshold Alerts
Receive push notifications or emails the moment queues breach SLA thresholds, giving supervisors time to act before CSAT suffers.
Data-Driven Decisions - Not Gut Feel
Every call generates a data point. Our analytics platform turns those points into actionable insights - helping you improve staffing, training, and customer satisfaction.
Access real-time dashboards, historical reports, and call recordings from any browser - no additional software or per-report fees.
Simple, Transparent Pricing
No per-minute charges. No hidden fees. Pick the seat type that fits your team and scale up any time.
Bundled Seat
Core call center capability for small support teams and growing businesses.
- ACD call queues (up to 5 queues)
- Ring groups (simultaneous & sequential)
- Basic real-time agent dashboard
- Call recording & playback
- Voicemail to email
- Management portal access
- Mobile & desktop softphone
Call Center Seat
Full contact center suite with supervisor tools, wallboards, and advanced analytics.
- Everything in Bundled Seat
- Unlimited ACD queues
- Live wallboard dashboards
- Supervisor monitor / whisper / barge
- Real-time & historical analytics
- SLA threshold alerts
- Callback request queue
- Skills-based & priority routing
- Scheduled report delivery
Enterprise / Custom
High-volume contact centers with custom SLAs, dedicated infrastructure, and onboarding.
- Custom agent seat count
- Dedicated geo-redundant nodes
- Custom SLA agreement
- API & CRM integration support
- Dedicated account manager
- On-site or remote onboarding
- Priority 24/7 support line
Optional Add-Ons
Contact Center features require the Business plan or higher. Need help choosing? Call us at (406) 777-8647.
What Our Customers Say
Montana businesses running better contact centers.
"Our average hold time dropped from 4 minutes to under 90 seconds after switching to Big Sky's contact center platform. The wallboards keep the whole team accountable."
"The supervisor whisper feature alone was worth the upgrade. My trainers can coach new agents in real time without the customer ever knowing. It's been huge for onboarding."
Common Questions
Everything you need to know before getting started.
What's the difference between a basic phone system and a contact center?
A basic phone system handles individual calls. A contact center adds queue management, skills-based routing, real-time dashboards, call recording, and reporting - so you can manage a team of agents handling high call volumes professionally.
How many agents can the contact center support?
Our contact center scales from small teams of 2-3 agents up to larger operations. There's no hard cap - contact us to discuss your specific volume needs.
Can we route calls based on agent skills?
Yes. Skills-based routing ensures callers reach the agent best equipped to help them - reducing transfers and improving first-call resolution.
Does it work with remote agents?
Yes. Agents can work from anywhere using the softphone app on desktop or mobile. Your contact center operates the same whether your team is in the office or distributed across Western Montana.
Can supervisors monitor calls in real time?
Yes. Supervisors get a live dashboard showing queue depth, agent status, and call activity. You can also listen in, whisper coach, or barge into calls when needed.
Is call recording included?
Call recording is available on Business and Unified plans. Recordings are stored securely and accessible for training, quality assurance, and compliance review.
What reporting is available?
You get real-time and historical reports on call volume, wait times, handle times, agent performance, and more. Reports are exportable for further analysis.
Ready to Upgrade Your Contact Center?
Our team will walk you through a live demo, answer every question, and build a custom quote for your team size and needs - no pressure, no commitment.
No setup fees · No long-term contracts · Month-to-month billing