Contact centres
Contact centre platforms designed around call flows
Effective contact centres depend on routing, visibility and the experience of the caller at each stage. We map your call flows with your team before specifying the platform and configuration.
Call flow design Routing, recording and reporting
Queue status live
Wait times and agent states
Approach
Configured for how your team works
Every contact centre runs differently. We work with your managers to identify the main points in each customer journey, then design routing, queue behaviour and reporting around them.
- Call flows mapped and agreed before build
- Routing based on skills, availability and priority
- Reporting aligned to the measures you manage
Call journey
A typical inbound call flow
Inbound call
Presented on your published number
IVR
Caller selects a service or is identified
Queue
Prioritised and routed by skill
Agent
Caller record presented on screen
Reporting
Call and queue data captured
Capabilities
Contact centre capabilities
Skills-based routing
Calls routed by skill, availability and priority, with overflow rules.
Wallboards and dashboards
Real-time queue, agent and service level data for supervisors.
Recording and quality
Calls recorded and searchable for quality assessment and compliance.
Supervisor functions
Listen, whisper and barge for coaching and escalation.
CRM integration
Screen popping and automatic call logging.
Messaging
SMS, WhatsApp and web chat handled alongside voice.
Reporting
Call reports built around the measures you manage
Reports cover call volumes, answer times, abandoned calls and agent performance, by queue, team or individual. They can be viewed on demand or scheduled to arrive by email.
- Inbound, outbound and missed call reports
- Queue performance and service levels
- Agent activity and call outcomes
- Scheduled reports by email
FAQs
Frequently asked questions
Can you work with our existing platform?
We can assess your current platform and advise whether it can be reconfigured or should be replaced.
How many agents can be supported?
Our platforms scale from small teams to large, multi-site operations. Licensing is sized to current requirements, with room to grow.
Can agents work remotely?
Yes. Agents log in from the desktop or mobile app and appear in the same queues and reports as office-based colleagues.
Do you help design call flows?
Yes. Call flow design is part of every contact centre project.
Discuss your contact centre
Arrange a call with one of our engineers to review your current call flows and reporting.
Contact
Speak to an engineer
Tell us about your site and what you need. One of our engineers will review the details and reply, usually within one working day.
5 Acorn Business Centre, Northarbour Road, Portsmouth PO6 3TH
Monday to Friday, 09:00 to 17:15
Out-of-hours support by arrangement