A contact centre is a different problem from an office phone system. The questions are not "did the call connect" but "how long did the customer wait", "which agent is free", "why did we abandon eleven calls at 09:40", and "is the script working". Our contact centre platform is built around those questions.
Agents log in from a browser or a softphone, wherever they are. Calls are distributed by queue priority and agent skill rather than by whoever picks up first, so the caller who needs Greek-language billing support does not land with the English-language technical team. Supervisors see queue state live and can listen, whisper to an agent, or join a call outright.
Everything that happens is recorded and measurable. Service level by queue, occupancy by agent, abandonment by time of day, and campaign outcomes by disposition — available live on a wallboard and historically as an export you can put in front of a management meeting.
Contact centre capability
- Skills-based routingRoute by language, product, customer tier or any attribute you define, with priority and overflow rules per queue.
- Inbound queuesPosition announcements, estimated wait time, queue callback, and configurable behaviour when no agent is available.
- Outbound campaignsPreview and progressive dialling with per-campaign CLI, call dispositions, and automatic scheduling of callbacks.
- Whisper, listen and bargeSupervisors can coach an agent silently, listen to a live call, or join it when a customer needs escalating.
- Live wallboardsQueue depth, longest wait, agents available and service level on a screen the floor can see, refreshed in real time.
- Historical reportingPer agent, queue, campaign and interval, exportable to CSV so it can be joined with your CRM data.
Fits around the tools you already use
CRM integration
Click-to-dial and screen pop against your CRM, with call metadata written back so the customer record stays complete.
Quality management
Recording, tagging and scoring workflows so team leads can review a representative sample rather than whatever they happened to overhear.
Scales with the season
Add agent seats for a campaign or a busy quarter and remove them afterwards, without renegotiating the whole contract.
Want this costed for your business?
Send us your user count and current provider and we will put a written quote together, including porting and setup.