Moving from 3CX, Metaswitch, BroadWorks, FreePBX or Switchvox? NCS runs beside it while you move. See how
Book the demo

Contact center

Queues, agents and supervisors, for customers who run support, sales or service teams.

Book the demoAsk about Contact center

Voice queues inbound and outbound, chat queues, skills-based routing, callback instead of waiting, live boards for supervisors, dispositions, call scripts and customer surveys, sold to your customers as a product line.

Who it is for

Providers whose customers run support, sales or service teams, and want to sell them a contact center rather than watch them buy one elsewhere.

  • Callers can ask for a callback instead of waiting on hold
  • Supervisors see every queue live, on a floor wallboard if they want
  • Card numbers can be redacted from transcripts automatically

What Contact center does.

Queues

  • Inbound voice, outbound voice (power, preview and progressive) and chat queues
  • Calls shared by round robin, least calls, priority or all at once
  • Agents placed in priority tiers
  • Skills marked as required or preferred
  • Limits on callers waiting, waiting time and timeouts

The caller's experience

  • Join announcements and wait music
  • Comfort messages while the caller waits
  • Queue position and average wait announced
  • Callback instead of waiting, with retry rules, expiry and routing choices

Supervision

  • Live queues: active calls, waiting, longest wait, connected and average handle time
  • Live agent status: ready, busy, paused, wrap-up and offline
  • A live wallboard for a floor screen
  • Alerts when a queue crosses its threshold, which supervisors acknowledge
  • Listen, whisper and barge
  • Per-supervisor permissions: monitoring, recordings, audit log and force actions

After every call

  • Dispositions, each able to send the result to any web address, such as a CRM
  • Call scripts per queue
  • Wrap-up time and an automatic disposition
  • Call history with recordings and summaries

Compliance

  • Do-not-record when the caller asks
  • Card numbers redacted from transcripts automatically
  • Supervisor force actions logged
  • An audit log for the compliance officer
  • Breaks managed by category: personal, meal, training and compliance

Customer surveys

  • CSAT, NPS and CES
  • Asked on the call, by keypad
  • Results with response rate and average score
  • Export as CSV or PDF

Setting up a queue.

The order matters: each step uses what the one before it created.

  1. 1

    Define the skills

    What agents need to know to take each kind of call.

  2. 2

    Write dispositions and scripts

    How calls are closed, and what agents say.

  3. 3

    Create the queue

    Type, distribution, the caller's experience and the service target.

  4. 4

    Assign the agents

    In priority tiers, with their skills.

  5. 5

    Give it a number

    Last, so no caller reaches a queue that is not ready.

Who controls what.

You, the provider

  • Which plans include Contact center
  • The numbers each customer receives
  • Your brand throughout

Your customer's admin

  • Queues, skills, dispositions and scripts
  • Supervisors and their permissions
  • Compliance settings and surveys

Their supervisors

  • Live queues, agents and the wallboard
  • Alerts and acknowledgements
  • Listen, whisper and barge, by permission

Works with

Every module shares one core, one identity and one app, so each one adds to the others.

PBX Manager

Numbers and extensions bring callers into each queue.

Chat

Chat queues sit beside voice queues.

AI voice agents

Voice agents can take routine calls (Beta).

Reporting & ACP

Reports on queues, agents, service level, callbacks and call history.

Your other systems

Dispositions can post to any web address, such as your CRM, the moment an agent applies them. Call events reach a CRM through webhooks, for a screen pop when the phone rings.

Getting started with Contact center

Add Contact center when a customer's team needs queues: support desks, sales teams, booking lines.

Build skills, dispositions and scripts first, then the queue, then the agents, and give the queue its number last.

How adoption works →

Contact center questions.

Yes. Callback has retry rules and an expiry from 1 to 72 hours, and you choose whether the customer or the agent is called first, or both at once.
Yes: listen, whisper and barge, for supervisors with the permission.
By round robin, least calls, priority or all at once, with agents in priority tiers and skills marked required or preferred.
Yes. Queues can be power, preview or progressive outbound voice, as well as inbound and chat.
Calls can be marked do-not-record at the caller's request, and card numbers are redacted from transcripts automatically.
Yes. CSAT, NPS and CES surveys are asked on the call by keypad, and results export as CSV or PDF.
Every answer, by topic →Did not find your question? Ask us →

The other modules.

SoftphoneCalling apps under your brand, on every device.PBX ManagerThe multi-tenant cloud PBX, run per tenant from one console.MeetingsVideo meetings in the same app as calls and chat.ChatMessaging in the same app as the call.BroadcastCampaigns by SMS and email, from one engine.Reporting & ACPReports and call insights for every customer.AI voice agentsAI agents that answer routine calls. In Beta.

See Contact center running.

One scoping call, a demo on the platform itself, and a written quote inside 48 hours.

Book the demo

Not ready to switch yet?

Run your own numbers first and see what ownership does to your monthly bill.

→

Mid-contract with your current platform?

Adopt one module beside it now. Time the rest around your renewal.

→