Inbound contact center
- ACD with skills-based routing
- Queue prioritisation
- IVR menus and self-service prompts
- Callbacks and overflow handling, where configured
- International DID and toll-free numbers
Contact Center Suite
Contact center software for inbound and outbound teams
One platform for call distribution, IVR, dialing, recording and reporting — for agents in the office or working remotely.
Overview
Everything a call center needs, on one platform
A call center suite combines the components a contact center depends on — telephone switching, intelligent routing, automatic call distribution (ACD), interactive voice response (IVR), outbound dialing and voicemail — into one integrated system.
Outbound contact center
- Campaign and list management
- Predictive, preview and progressive dialing
- Blended inbound and outbound agents
- Survey dialing for consented contacts
- Termination over our wholesale voice routes
Dialer modes
Choose the right dialing mode for each campaign
| Mode | How it works | Best for |
|---|---|---|
| Preview | The agent sees the record first and chooses when to dial. | Complex or high-value conversations |
| Progressive | Dials the next number only when an agent is free. | Steady pace with no abandoned calls |
| Predictive | Dials ahead based on answer rates and agent availability. | Large consented lists where the law allows, with abandon-rate controls |
Platform
Built for supervisors, agents and administrators
Agent management
Web-based agent application; remote agents work from anywhere with a browser and headset.
Call recording
Full call recording for quality and training, subject to consent requirements.
Reporting & analytics
Real-time and historical reports on queues, campaigns and agents.
Web administration
Wizard-based configuration of campaigns, queues and users.
Connectivity
VoIP trunks, with PRI (E1/T1) and standard telco lines where required.
Resilience
High-availability configuration with fail-safe call recovery options.
CRM integration: connecting the suite to your CRM (screen pop, click-to-dial, disposition sync) is scoped per project and may require third-party connectors or development.
Compliance
Responsible calling is part of the setup
Outbound calling is regulated in most countries. The platform includes tools that help you comply, but your organisation remains responsible for how campaigns are run.
- Consent: obtain and record the consent required for each contact and purpose.
- Do-not-call rules: scrub lists against national DNC registers and your internal suppression lists.
- Calling restrictions: respect permitted calling hours, time zones and call-frequency limits.
- Abandoned calls: configure predictive dialing within legal abandon-rate limits.
- Call recording: give notice and obtain consent where required.
- Caller ID: present accurate, contactable caller ID.
Examples of applicable laws include the US TCPA and Telemarketing Sales Rule, Canada’s CRTC Unsolicited Telecommunications Rules and UK PECR/Ofcom rules. This is not legal advice.
Contact center FAQ
Is the software hosted or on-premises?
The suite is offered as a hosted service. Dedicated deployments on dedicated servers can be discussed for larger teams.
Can agents work from home?
Yes. Agents use a web application and a softphone or SIP phone over a stable internet connection.
How many seats can it support?
Capacity is sized for each deployment. Tell us your expected agents and concurrent calls and we will recommend a setup.
Can I use my own carrier?
Often yes, via SIP trunks. Many customers combine the suite with our numbers and termination for a single point of contact.
Talk to us
Scope your contact center
Share agent numbers, inbound or outbound mix and the countries you call or serve.