Do I need separate contact centre software?

No. These features are built into the same phone system as the rest of your business, so there's no separate platform to buy or manage.

Can supervisors listen in on calls?

Yes. Supervisors can listen silently, whisper to an agent without the caller hearing, or join the call.

No. Our outbound campaign tools are agent-dialled: agents work through a list and place each call themselves.

Phone system features

Smart queues, callbacks, live wallboards and supervisor tools, built into the same phone system as the rest of your business.

Highlights

Send each call to the agent best placed to handle it.

Let callers hang up and get a call back instead of waiting on hold.

Show calls waiting, wait times and agent status on a screen for the whole team.

Supervisors can listen in, coach an agent privately, or join the call.

Inbound

: Match callers to agents by skill, language or account, so the right person answers first time.
: Callers keep their place in the queue and get called back automatically when an agent is free.
: A switchboard-style view of every queue, with waiting callers and agent status at a glance.
: Live stats on a big screen: calls waiting, longest wait, answered and abandoned calls.
: Set targets for wait times and get notified when a queue falls behind.
: Track queue and agent performance over time, from answer rates to average handling time.
: Agents tag each call with an outcome, so you can see why customers are calling.
: See a customer's full call history in one place before you answer.

Outbound campaigns

: Load a call list, assign it to agents and track progress. Agents dial each call themselves.
: Watch campaign progress and agent activity in real time.
: Each agent sees their assigned calls in one list, ready to work through.
: Keep numbers that mustn't be called out of every campaign automatically.
: Book a time to call back and keep notes against each contact.

Availability

Feature	Hosted Voice	Enterprise Voice	On-Site Voice
Queues and call monitoring	Included	Included	Included
Advanced contact centre (skills, callbacks, wallboards, reports)	On request	Included	Optional add-on
Outbound campaigns	On request	Included	Optional add-on

: No. These features are built into the same phone system as the rest of your business, so there's no separate platform to buy or manage.
: Yes. Supervisors can listen silently, whisper to an agent without the caller hearing, or join the call.
: No. Our outbound campaign tools are agent-dialled: agents work through a list and place each call themselves.

Get started

Every feature runs on the same platform. Choose how you'd like it delivered, or talk to our local team and we'll help you decide.