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Call center
Call center & call queue software — no call goes unanswered.
Queue inbound calls, route to available agents, and catch every overflow — with voicemail transcription, automatic SMS, or AI voice agents as your safety net.
Trusted by 1,000+ Canadian businesses · 5,000+ users
83% of customers expect to reach someone immediately when they call a business. Whether you have 3 people answering phones or 30 — every call queues in order, every overflow gets caught.
Included in every plan — from $20// extension / month.
Callers wait in line — not in limbo.
70% of callers placed on hold in silence hang up within 60 seconds. EMAK's call queue hands them position updates, hold music, and comfort messages — and callers who hear them stay on the line up to 3 minutes longer than those in silence.
In queue · Support
7 waiting
1
Marie Tremblay
2:14
2
Jason Lee
1:51
3
Sébastien Côté
1:18
4
Linda Chen
0:47
Avg wait1:32
When nobody answers, the call doesn't die.
This is what separates EMAK from basic phone systems. When a queued call times out, you choose what happens: voicemail with transcription, an automatic SMS to the caller, an AI voice agent that handles it live, or escalation to a backup team.
On timeout
Route the call to…
Auto SMS callback
Voicemail + transcript
AI voice agent (Kori)
Escalate to another queue
Live coaching built in.
Supervisors can listen silently, whisper to agents without the caller hearing, or barge in when a situation needs senior attention. Train your team during real customer conversations — not after.
Listen mode
MCustomer
AAgent
SSupervisorListening
Eavesdrop
Listen to calls silently — customer and agent never hear you. Perfect for QA and training reviews.
Whisper mode
MCustomer
AAgentHears coach
SSupervisor
Whisper
Coach the agent in real time — only they can hear you. Customer continues normally on the line.
Barge mode
MCustomer
AAgent
SSupervisor
Barge
Join the call when senior attention is needed. All three parties can speak — turn what was an escalation into a save.
Google Review
"Excellent service from sales all the way to the support team."
CA
Caterina Aggelakos
Verified customer · Google Reviews
Your customers don't care how big your team is. They care how fast they get help.
Get started in 3 steps.
Start your free trial
Sign up and our team gets you configured within one business day.
Build your queues
Add agents, set ACD rules, configure hold music and timeout behavior.
Go live
Callers wait in an organized line — your team handles one call at a time, calmly. Your business phone system is ready.
Frequently asked questions.
What is call center software?
Call center software manages inbound calls by queuing them in order, routing them to available agents, and providing real-time dashboards and reporting. EMAK's call center includes call queues, agent login/logout, ACD routing, live coaching (eavesdrop/whisper/barge), and timeout handling — all inside your VoIP business phone system.
What is a call queue?
A call queue holds inbound callers in line with hold music, position announcements, and comfort messages until the next agent is available. It eliminates busy signals and ensures every call is handled in order. EMAK's call queues are part of the call center feature.
How much does call center software cost for a small business?
EMAK's call center features are included with business phone plans — no separate license required. You get ACD, queues, dashboards, and coaching tools at a fraction of standalone call center platforms.
What happens when no agents are available?
You choose: timeout to voicemail (with transcription), send an automatic SMS to the caller, route to an AI voice agent, escalate to another queue or ring group, or forward to an external number. No call goes unanswered.
What is ACD (automatic call distribution)?
ACD decides which agent gets the next queued call. Methods include longest idle, round robin, ring all, and skills-based routing. EMAK includes all ACD methods.
What is the difference between a call queue and a ring group?
A ring group rings multiple phones simultaneously — first to answer wins. A call queue holds callers in an organized line and distributes one at a time as agents become available. Queues are better for higher volume and formal support workflows; ring groups work well for small teams.