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Hosted Call Center

Combining the best of traditional call center capabilities with the latest unified communications tools

Flexibility to support remote workers

With tools that support on-premises and remote call center agents, you can easily accommodate for location changes and hybrid work environments. This gives your organisation limitless work opportunities.

Improve customer experiences

By seamlessly integrating customer service tools with unified communications capabilities, agents can work more efficiently and provide better customer support.

Enhance agent productivity

With analytics embedded in the Hosted Call Center dashboard, your organisation can better understand the various types of customer interactions and frequency in order to make better business decisions.

Explore tiers for this service

This is the standard call center tier for agents, which includes a full array of agent tools that are accessed through a unified agent interface. You also have access to Unified Communications capabilities within the UC Connect tier, such as 40+ premium calling features, virtual workspaces with the ability to host up to 25 participant meetings, and more.
This is the premium call center tier for agents, which includes everything in the Agent tier plus more advanced routing capabilities, functionality and reporting. You also have access to Unified Communications capabilities within the UC Connect Plus tier, such as expanded virtual workspace meeting and storage capacities, the addition of 100 participant Personal Meeting rooms, and more.
This tier provides supervisors with all the advanced call control and mobility features of Agent Plus, along with tools for controlling and adjusting agent status, monitoring agents and call queues, joining an agent on a call and pulling real-time and historical reporting on demand. You also have access to Unified Communications capabilities within the UC Connect Plus tier, such as expanded virtual workspace meeting and storage capacities, the addition of 100 participant Personal Meeting rooms, and more.

Built for your needs

Agent tools

Empower agents with essential call center management tools, including Automatic Call Distribution (ACD) control, real-time queue statistics and call back list of abandoned callers.

Supervisor tools

Supervisors can manage the call center agents, manipulate queue configurations and monitor usage online from anywhere. Additionally, they can understand workloads and pinpoint areas for improvement with a suite of supervisor tools, including reporting, analytics and dashboards.

Call center design

Work with a design engineer to configure your system with options such as single or multiple phone numbers or queues with call flow routing options. You can create custom call flows to align with business and reporting requirements, so the right call gets to the right agent quickly and efficiently to minimize queue times.

Network and IP desk phones

Included with this service is a dedicated voice network, call paths, routers and switches. In addition, we offer a selection of tested and validated desk and conference phones, including Poly VoIP devices and Cisco VoIP devices. We install, maintain and support your service all the way to the desktop IP device.

Hybrid environments

On-location employees can access the Unified Communications app through a dedicated private network, ensuring high voice quality. Remote workers can access the app on their mobile devices, and enjoy the same collaborative experience with call control, call flows and business phone number.

Business continuity

We offer a variety of deployment options to address work environments with high availability needs, and additional business continuity services, including wireless backup.

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