Virtual front desk

The phone rings and there is nobody to answer it. You are driving, on site or in a meeting — the call meets silence, and the caller dials the next number in the search results. A receptionist on payroll solves that, and costs you a salary, the taxes on it, and the room they sit in.

We become your office on the phone. A real person answers in your company's name, knows your services and pricing, handles routine questions, transfers the calls that are genuinely for you and passes on the rest as a message. Callers believe they have reached your office.

No lease and no payroll, live from day one. We assign you a Yerevan number used by your company alone — or we work on yours through call forwarding. Our agents are a permanent team in Yerevan: the same people run your desk month after month and learn your business as they go.

Your own Yerevan number · Mon–Fri, 9:00–19:00 · a real person, not a bot · every call recorded · call details with you within 15 minutes · from AMD 190,000 a month.

WHAT A VIRTUAL FRONT DESK IS

You get a business line, a real person answering it, and defined business hours — without leasing an office or putting a receptionist on payroll. One service, four jobs:

• Live receptionist. The agent picks up with your company name, finds out who is calling and why, answers routine questions and puts the caller through to you. You stop fielding every call — without missing a single one. Also known as: virtual receptionist, live answering service, outsourced front desk.
• Call routing and screening. Everything comes in on one line, and the agent routes it to the right person or department: sales, service, accounts. Every enquiry lands where it belongs instead of with whoever happened to pick up. Also known as: remote reception, call handling, call screening and routing.
• A business line that always answers. We assign a Yerevan number used by your company alone. You publish it on your site, your cards and your ads. Your business gets a permanent phone number that is always answered, wherever you happen to be that day. Also known as: virtual phone number, business line, dedicated inbound number.
• Your presence in Armenia. A foreign company entering the Armenian market needs a local number answered in Armenian and Russian during local business hours. We become your Yerevan office while your team stays in its own time zone. Also known as: local market presence, outsourced representation.

You do not pick between these jobs and you are not charged separately for each. All four are covered by a single plan — plans differ only in call volume and hours of coverage.

Who this is for:

Who this is not for — stated plainly:

• you need a round-the-clock line and weekend cover;
• most of your enquiries arrive by messaging apps and email rather than by phone;
• you need deep technical support on your product — an agent will not replace an engineer;
• you need outbound calling and sales — that is a different service of ours;
• you need a registered address, mail handling and meeting rooms.

We work by voice only. Messaging apps, live chat and your customers' email are not part of this service and are not for sale.

A DAY AT YOUR VIRTUAL FRONT DESK

What this looks like from the outside — an ordinary Wednesday, a company we will call Your Company, on a plan with 300 calls included:

• 9:00 — the desk opens. The agent starts the shift with your company profile on screen: services, pricing, who handles what, which calls go to whom. Your line is live and covered.
• 10:20 — first call. "Your Company, good morning." The caller asks about terms and pricing; the agent answers from your knowledge base. Two minutes, handled, and you were never interrupted. One billable call.
• 11:45 — a call that is genuinely for you. The caller wants the owner. The agent transfers the call to your mobile. You are in a meeting and do not pick up, so the agent takes the details — and eight minutes later they are in your Telegram.
• 14:10 — a call that is not. A sales pitch, a robocall, a wrong number. The agent closes it politely. Calls like this are never billed and never touch your allowance.
• 17:30 — a question nobody prepared for. Something outside the knowledge base. The agent does not improvise: the question is logged, the caller is told a specialist will follow up, and it reaches you. You answer, and we add it to the knowledge base so the agent handles it alone next time.
• 19:00 — the desk closes. You receive the daily recap: how many calls, what they were about, who called, what was resolved, what needs you. Every recording is on file and available whenever you want it.

HOW WE WORK

Five steps from the first conversation to a desk that runs itself. Everything before go-live is covered by the setup fee — there are no separate invoices along the way:

Go-live takes five business days from the moment you approve the script. After that the desk runs without your involvement.

WHAT COUNTS AS A BILLABLE CALL

The billing unit is a month of coverage, with a set number of calls included. Below is the exact definition of a billable call, so nothing on your invoice comes as a surprise. A call is billable if either A or B applies:

• Condition A. The agent handled the enquiry: answered in your company's name and carried the call to a result — gave information from the knowledge base, transferred the caller to your team, or took a message and passed it to you.
• Condition B. The caller ended the call themselves: the agent answered, introduced your company and began the conversation, but the caller hung up after the ten-second mark. The work was done and the line was held for you.

What is never billed and never counted:

• the caller hung up before the agent answered;
• the conversation lasted under ten seconds;
• sales pitches to you, robocalls and automated dialers;
• wrong numbers;
• a repeat call from the same number within 30 minutes — counted once;
• any failure on our side.

Why calls and not minutes. Minutes are impossible for a client to verify, which makes them easy to inflate. Calls are listed in your report one by one, each with a timestamp and a recording: you can audit a month in five minutes. We deliberately leave ourselves no way of billing what you cannot check.

WHAT YOU GET

15 minutes — call details with you after the conversation · 2 agents on every account, primary and backup · 100% of calls recorded · 5 business days to go live.

Every month, within your plan:

• a Yerevan number used by your company alone — it is how the agent knows whose name to answer in;
• a real person on the line during business hours, not voicemail and not a bot;
• greeting and conversation in your company's name;
• answers to routine questions from a knowledge base you approved;
• call transfer to your team, on mobile or landline;
• messages taken and delivered to you by Telegram or email;
• screening of sales calls, robocalls and wrong numbers;
• every conversation recorded and stored;
• a record for each call: who, when, what about, what was done;
• daily recap and monthly report;
• a primary and a backup agent — sick days and holidays are our problem, not yours;
• ongoing updates to your knowledge base.

Billed separately:

• calls beyond your monthly allowance — at your plan's per-call rate;
• setup — one time, at the start;
• Bitrix24 integration — one time, optional;
• extended hours to 21:00 — a supplement to the monthly fee;
• a second number for a separate line of business — monthly.

What this service does not include — stated up front:

• messaging apps, live chat and email handling — we work by voice only;
• outbound calling and sales — that is a separate service;
• registered address, mail handling, courier service, meeting rooms;
• 24/7 cover and weekend hours.

WHAT WE GUARANTEE — AND WHAT WE DO NOT

Promising everything is easy. We draw the line in writing so you can decide with your eyes open, instead of finding out in month two.

We guarantee:

• a real person during business hours — no voicemail, no bot, no "leave a message after the tone";
• that the outsourcing stays invisible — the agent answers as your company and never tells a caller they have reached a contact center;
• that no call disappears — every one has a recording and a record: who called, when, what about, how it ended;
• speed of handover — call details reach you within 15 minutes of the conversation;
• continuity — two agents are trained on every account; one being ill, on holiday or off shift is invisible to you;
• that the agent never invents an answer — if it is not in the knowledge base, the question comes to you rather than getting a guess;
• an honest invoice — solicitation calls, robocalls and hang-ups are not billed and do not consume your allowance.

We honestly do not guarantee:

• answers to specialist questions — the agent is not your engineer, your lawyer or your doctor; whatever you did not put in the knowledge base, they do not know and cannot know;
• sales or business outcomes — we take and handle enquiries, and whether a caller buys depends on your product and your pricing;
• coverage outside agreed hours — evenings, nights and weekends are not answered unless you have bought extended hours;
• quality on a stale knowledge base — if your pricing or services change and we are not told, the agent will keep quoting the old ones;
• performance far above your allowance — if volume runs at double the plan you bought, some callers will wait; plans need to be raised before the season, not during it.

We sell a real person on your line and an honest invoice for their work — not promises that are not ours to keep.

PRICING

Published openly. One formula, no hidden lines: setup (one time) + monthly fee (calls included) + overage. Nothing billed separately for connectivity, for recordings or for reporting — it is all inside.

Setup — AMD 100,000, once. Discovery call, script, knowledge base, dedicated number, telephony configuration, training for two agents, test calls and revisions until you sign off. This line never appears again.

Plans:

BUSINESS is the plan most companies land on: it covers a normal small or mid-sized inbound load with room for seasonal peaks.

Optional extras:

Term, payment, reporting:

• Term — one month, renewing automatically. Either side may end it with 14 days' notice.
• Payment — monthly in advance by bank transfer to MaxMedia LLC. Overage is invoiced at the end of the month.
• Discounts — three months paid in advance, 10% off; six months, 15% off.
• Reporting — a recap every business day; a full report with all recordings by the 5th of the following month.
• Markets outside Armenia and the CIS — English-language coverage and international programs are quoted per project.
• All amounts are in Armenian drams with taxes included. There is no free trial. The smallest commitment is AMD 100,000 setup plus one month of START.

What to compare it against. Here is what the same result costs if you build it yourself in Yerevan: a receptionist on payroll, plus the room they sit in.

Virtual front desk START costs AMD 190,000. That is AMD 305,000 less every month, or AMD 3,660,000 a year — and the line is covered for ten hours a day instead of eight, with no holidays, no sick days and no scramble for cover.

COVERAGE AND HOURS

Our agents are a permanent team in Yerevan — employees, not freelancers or subcontractors. The same people run your desk month after month and learn your business as they go.

Yerevan is UTC+4. 9:00 in Yerevan is 8:00 in Moscow, 9:00 in Dubai and 7:00 in Berlin during summer time.

Languages:

• Included — Armenian and Russian; the agent switches to whichever the caller uses.
• Quoted per project — English: handling international callers and companies outside Armenia and the CIS. Pricing and hours are agreed separately.

Why not 24/7. We do not sell nights, weekends or round-the-clock cover. Very few providers genuinely staff a 24/7 line; most advertise one and answer from 8 to 6. We would rather not join them. When a night shift exists, we will say so and price it separately.

FREQUENTLY ASKED QUESTIONS

Will callers realise they are not talking to my own staff?
No. The agent greets them with your company name, says "we" about your business and follows your script. That the call was taken in a contact center is never disclosed, whatever the caller asks.

Whose phone number does the client get?
By default ours: we assign a Yerevan number used by your company alone, and you publish it. The reverse also works — you keep your number and forward it to us.

My number is already printed on my cards. Do I have to change it?
No. You forward it to the line we assign, and everything you have published stays exactly as it is.

If we part ways, do I keep the number?
A number we issued stays with us — that is how the industry works, and we say so before you sign rather than after. If you want to stay unattached, run the service on your own number with forwarding.

How does the agent know my services and prices?
From the knowledge base we build during discovery and you approve before the first call. It is open on the agent's screen throughout every conversation.

Who writes the script — you or me?
We write it, you approve it. Your part is one discovery call and one read-through. We revise until every phrase reads the way you would say it.

What happens when the agent does not know the answer?
They do not improvise. They say a specialist will follow up, log the question and the caller's details, and send it to you. We then add the answer to the knowledge base so the agent handles it alone next time.

How quickly do I hear about a call?
Within 15 minutes of the conversation, by Telegram or email — whichever you prefer. Urgent calls are transferred to you live, while the caller is still on the line.

What counts as a call and what does not?
Billable: a conversation the agent carried to a result, and one the caller ended themselves after the ten-second mark. Not billable: hang-ups before pickup, conversations under ten seconds, sales pitches, robocalls, wrong numbers, and a repeat call from the same number within half an hour.

Why do you bill per call rather than per minute?
Because you cannot verify minutes, but you can verify calls: each one is in your report with a timestamp and a recording. Per-minute billing is easy to inflate and a client would never know. We prefer not to have that option.

Does the agent work only on my account?
No, and we say so openly — the price depends on it. One agent runs several desks, never more than eight, and the number dialled tells them whose name to answer in. A dedicated agent is a different service at a different price.

What happens if the agent is ill or on holiday?
Nothing. Two agents are trained on every account, primary and backup, and both know your script. You will not notice the switch.

Do you cover evenings, weekends, 24/7?
Evenings until 21:00, yes, for a supplement. Nights and weekends, no. We will not advertise a round-the-clock line we cannot genuinely staff.

Are calls recorded, and who can hear them?
All calls are recorded. Access is limited to you and our quality team — nobody else. Recordings and caller data are never shared with third parties or reused on other accounts, and that is written into the contract.

Do you work inside my CRM?
Yes, with Bitrix24 — configured once for a one-time fee. If you have no CRM, call records and reports arrive ready to read and there is nothing for you to install.

What languages do you answer in?
Armenian and Russian on every plan, with the agent switching to the caller. English is quoted per project.

How fast is go-live, and can I trial it first?
Five business days once the script is approved. There is no free trial: preparing agents on your business is real work that cannot be done "on approval". The smallest commitment is one month of START.

HOW TO START

A week from first call to a working desk. What it costs you is one conversation and one sign-off.

• Call us or send an enquiry. We book the discovery call. Forty minutes, by phone if that suits you.
• Discovery and sizing. We map your inbound volume and match a plan to it. Honestly: if START covers you, we will not sell you BUSINESS.
• Contract and payment. We sign, and you pay setup plus the first month by bank transfer to the MaxMedia LLC account.
• Sign-off and go-live. You read the script, dial your new number and hear your own company answer. We fix whatever you do not like. Five business days later the desk is open.

Let's talk about your business. Call us — on the discovery call we will size your inbound volume and name the exact plan, with no commitment. Phone +374 93 557 144. MaxMedia LLC · Globus Contact Center, 38 Marshal Babajanyan St., Yerevan, Armenia.

Terms are valid as of the date of this proposal; the exact plan is confirmed after the discovery call, based on your inbound volume. All amounts are in Armenian drams with taxes included.