S
Sophie Reid
Head of Customer Support, Axon Commerce
“We moved from five separate inboxes to one Twiching queue. Handle times dropped immediately because agents stopped context-switching. CSAT went up within the first month.”
Support Teams
Every channel. One queue.
Voice, SMS, chat, WhatsApp, and social in a single agent workspace. Skills-based routing. Real-time supervisor dashboards. CSAT and AI quality scoring on every interaction — not just the 5% you sample manually.
Support Queue · Live
4 waitingMS
Maria SantosSLA
#4821 · Billing query
Voice0:32
TE
Tom Ellis
#4820 · Setup help
Chat1:14
AT
Aiko Tanaka
#4819 · Cancel request
SMS2:05
LM
Luis Mora
#4818 · Invoice dispute
Email3:48
Skills-based routing · 3 agents online
Built for Support Teams
Everything your support floor needs in one system.
Omnichannel inbox, skills routing, SLA management, supervisor tools, and AI quality scoring — one platform, one login.
Live
Omnichannel Shared InboxVoice · Chat · SMS · WhatsApp · Social
Every channel lands in one queue. Agents handle voice, SMS, live chat, WhatsApp, Instagram, and Facebook from a single workspace — no app-switching, no missed messages.
OmnichannelUnified inbox
Live
Skills-Based RoutingMatch every ticket to the right agent
Route inbound contacts by language, product, tier, or custom skill tag. Reduce transfers and resolve faster by always sending to the right agent first.
RoutingSkills
Active
CSAT & Quality ScoringEvery interaction rated
Automatic post-interaction CSAT surveys on voice and chat. AI scores call quality, sentiment, and resolution — without manual QA sampling.
CSATQA
Active
Call Recording & Transcripts100% coverage
Every call is recorded, transcribed, and searchable. Supervisors review calls and leave timestamped coaching notes — no listening sessions needed.
RecordingTranscripts
Live
SLA & Queue ManagementReal-time breach alerting
Set SLA targets per channel or tier. Live dashboards surface breach-risk tickets before they miss the window — so supervisors can act, not react.
SLAQueues
Live
Supervisor Live MonitorWhisper · Barge · Coach
Supervisors see every live call and agent status in real time. Whisper coaching, barge-in, and live transfer — all from the browser dashboard.
SupervisorCoaching
How It Works
From first contact to closed ticket.
Every step from inbound contact to quality review, handled by one platform with no manual handoffs.
01
Step 1
One queue, every channel
Voice, SMS, email, and live chat all route into a single agent workspace. No more checking four separate apps.
02
Step 2
Route to the right agent
Skills-based routing matches each contact to the agent with the right product knowledge, language, or tier clearance.
03
Step 3
AI fills the gaps
AI Receptionist handles overflow and after-hours. Website chatbot captures and qualifies contacts before an agent picks up.
04
Step 4
Supervisors act in real time
Live dashboards show queue depth, SLA risk, and agent status. Whisper coach or barge in from the browser in one click.
05
Step 5
Score and improve
Post-call CSAT, AI sentiment scoring, and call transcripts feed a QA loop that improves every week — automatically.
Measurable Outcomes
Results you can report on.
Support teams that consolidate on Twiching see immediate improvements in handle time, first-contact resolution, and CSAT — because routing is smarter and agents have full context before they pick up.
Support performance · benchmark
Average handle time reduction
with skills-based routing
First-contact resolution rate
omnichannel queue vs. siloed
CSAT coverage
auto-surveyed, no manual sampling
Full analytics in supervisor dashboard
For Every Support Role
Built for agents, supervisors, and QA.
Whether you run a 10-person team or a 500-seat contact centre, Twiching scales the tooling to match the role — agent, team lead, supervisor, or quality analyst.
Agents
One workspace for every channel
Agents handle voice, SMS, chat, WhatsApp, and social from one screen. Full CRM context surfaces before they pick up.
Supervisors
Real-time visibility and control
Live queue depth, SLA countdowns, agent statuses — and one-click whisper coaching or barge-in from the dashboard.
QA Teams
AI scores every call, not just 5%
Sentiment analysis, resolution scoring, and full transcripts flag the calls that actually need review.
Support team customersWhat Our
What Our
Customers Says
Reliable communication built for modern teams. From clinics to real-estate offices, businesses stay reachable without missed calls, disconnected systems, or outdated phone setups.
Contact UsD
David Kim
Support Operations Manager, Layerstack SaaS
“The SLA breach alerting is the feature I didn't know I needed. Supervisors get a heads-up before tickets miss the window — not after. That alone justified the switch.”
P
Priya Nair
QA Lead, FinServe Direct
“AI scoring every call means I stopped randomly sampling 5% of volume. Now I review the flagged ones — the actual problem calls. My team is smaller and our quality is higher.”
T
Tom Walsh
VP of Customer Experience, PulseHealth
“Skills-based routing cut our transfer rate in half. Customers reach someone who can actually help them the first time. It sounds simple but it changes everything.”
S
Sophie Reid
Head of Customer Support, Axon Commerce
“We moved from five separate inboxes to one Twiching queue. Handle times dropped immediately because agents stopped context-switching. CSAT went up within the first month.”
D
David Kim
Support Operations Manager, Layerstack SaaS
“The SLA breach alerting is the feature I didn't know I needed. Supervisors get a heads-up before tickets miss the window — not after. That alone justified the switch.”
P
Priya Nair
QA Lead, FinServe Direct
“AI scoring every call means I stopped randomly sampling 5% of volume. Now I review the flagged ones — the actual problem calls. My team is smaller and our quality is higher.”
T
Tom Walsh
VP of Customer Experience, PulseHealth
“Skills-based routing cut our transfer rate in half. Customers reach someone who can actually help them the first time. It sounds simple but it changes everything.”
FAQ
Questions about Twiching for support teams.
Yes. The omnichannel workspace puts voice, SMS, live chat, email, WhatsApp, Instagram, and Facebook into a single queue. Agents accept and respond to any channel without switching applications.
You tag agents with skills — language, product, support tier, or custom labels. Inbound contacts are matched to the best available agent based on those tags. If no match is available, contacts queue or overflow to AI.
Yes. Native two-way integrations with HubSpot, Zoho, and Pipedrive sync call activity, contacts, and transcripts automatically. Webhook and API support covers other platforms.
Post-interaction surveys are sent automatically after every voice call and chat session. Results appear in the supervisor dashboard alongside AI sentiment scores — no manual sending or sampling required.
Yes. The supervisor dashboard shows all active calls and agent status in real time. Supervisors can whisper to the agent (caller can't hear), barge in to join the call, or silently monitor — all from the browser.
Start free
Try it for 14 days.
See what a real phone stack does.
Phone numbers, voice, SMS and AI on one account. No credit card required — no charges during the trial.
Compliance with applicable regulations required.