Contact centre software sits on top of your phone system and helps a team handle a high volume of customer calls and messages efficiently. Cloud contact centres run in the browser, so agents can work from anywhere.
Core features
- Queues: callers wait in order with messages and music.
- Skills-based routing: calls go to the agent best placed to help.
- IVR self-service: menus that route callers or answer simple questions.
- Wallboards: live views of waiting calls and agent status.
- Reporting: answer times, abandoned calls and agent performance.
- Supervisor tools: listen, whisper and barge to coach agents live.
- CRM integration: customer details on screen before the agent answers.
Beyond voice
Modern contact centres handle email, web chat, SMS and WhatsApp in the same place, so customers can use the channel they prefer and agents see the full history.
How to choose
- start with the reports you need to run the team
- check it works with your CRM
- make sure agents can work from home with just a browser and headset
- ask for a demo with your own call flows
Our contact centre platform, Horizon Contact, covers voice, email, web chat and SMS. Add DigiDesk for post-call surveys and WhatsApp Business API for messaging.