Cloud contact centre & call centre software that works for you.
Call queues, real-time analytics, scheduled reports, supervisor tools and SMS, all in a hosted call centre solution with zero up-front capital investment.
Built around customer satisfaction.
Every benefit of a cloud-based contact centre comes back to one thing: improving customer satisfaction. A feature-rich, easy-to-use solution adds value and delivers a smooth customer experience.
Most contact centres still run on old technology that can't keep up with the way customers and businesses now communicate. A cloud contact centre is the modern alternative. With a data-rich dashboard you can monitor call times, satisfaction ratings and average wait times, generate historical reports, gauge department performance, and use the data to keep improving.
Agents, supervisors and everyone in between.
Remove limitations
Hire agents from across the country, or the world, and pick the best people, not just those within commuting distance. Hot desking lets workers on different shifts share one physical phone.
Complete control & access
Change messaging, prompts and hold music on the fly from the web portal, with detailed calling reports and a supervisor dashboard.
Supervisor flexibility
View detailed reports or listen to live conversations. Whisper to any agent or barge in on the call. Ideal for training new agents or helping when needed.
Everything an agent needs, on one screen
- Queue membership and callers waiting
- Personal statistics: calls, talk time, average talk
- Calls per hour and per day
- Online, lunch and break status
Queues and agents at a glance
- Live active calls and callers waiting per queue
- Stats grid: wait time, handle time, abandon rate
- Active calls graph
- Agents online
Your metrics and SLAs, at a glance.
A fully customizable wallboard with the ability to share boards publicly, included at no extra cost. Use a pre-defined layout or build your own with the drag-and-drop editor.
Expand your customer service capabilities
- Simple cloud-based deployment
- Lower total cost of ownership
- Flexibility and scalability for your needs now and in the future
- The latest customer service innovations without expensive, time-consuming maintenance
- State-of-the-art capabilities with zero up-front capital investment
Meet customers where they are.
Customer engagement changes with technology. Our system has complete SMS integration for call queues, so agents can interact with customers through the portal's Chat-to-SMS feature. With fully configurable keywords and responses, it works whether your business has 3 employees or 300.
Know how your contact centre is really doing.
What's your busiest time of day? How many calls come in each week or month? Are they all being answered? Cloud Connect's AI reporting answers those questions from your own call data, and tells you what to do next.
- Busiest hours by time of day and day of week
- Call volume week over week and month over month
- Answered, voicemail and missed calls, and when they happen
- AI insights in plain language, plus scheduled email reports
Most missed calls come in over lunch. Voice AI can answer them.
Frequently asked questions.
Can supervisors listen in on agent calls?
Yes. Supervisors can listen to active conversations, whisper to an agent, or barge in on the call. This is ideal for training and support.
Can contact centre agents work remotely?
Yes. A hosted contact centre lets you hire agents from anywhere in the country, and hot desking lets workers on different shifts share one phone.
Is there an up-front cost?
Our cloud contact centre is a hosted solution with zero up-front capital investment and no expensive maintenance.
Is your network ready for Cloud Connect?
Run our free line test in your browser — it checks your connection for call quality in about a minute.
Let's talk about your phones.
Tell us a little about your business and one of our team will be in touch, or call us directly.