Contact Centre Solutions
Turn your phone system into a full contact centre — with call queues, wallboards, agent management tools, and real-time reporting across every channel.
More Than a Phone System
Businesses that handle high call volumes — whether in customer service, sales, technical support, or reservations — quickly outgrow a standard phone setup. Without the right tools, calls go unanswered, customers wait too long, and managers have no visibility into what is happening on the floor. A dedicated contact centre platform gives your team structured queues, intelligent routing, real-time dashboards, and detailed reporting so you can deliver a consistently professional experience while keeping operational costs under control.
Call Queues & Routing
Intelligent queue management with skills-based routing, priority queues, round-robin distribution, and automated callback. Customers reach the right agent faster, reducing wait times and improving first-call resolution.
Live Wallboards
Real-time dashboards showing queue status, current wait times, agent availability, and call volumes at a glance. Display them on screens in the office or access them remotely to give supervisors the visibility they need.
Agent Management
Log agents in and out of queues, monitor live calls, use whisper mode for coaching, and barge in when needed. Manage your entire team — whether in the office or working remotely — from a single interface.
Reporting & Analytics
Detailed call reports covering answered, missed, and abandoned calls, along with average wait time, talk time, and agent performance. Understand your operation at a granular level and identify bottlenecks before they become problems.
Multi-Channel
Handle voice calls, live chat, messaging, and WhatsApp from one unified platform. Meet your customers on the channels they prefer without forcing agents to switch between different tools and interfaces.
Call Recording
Record calls for training, quality assurance, dispute resolution, and regulatory compliance. Easily search, retrieve, and review recordings from the administration panel with flexible retention policies.
Who It's For
Our contact centre solutions are designed for any organisation that needs to manage inbound or outbound call volumes efficiently. Common use cases include:
Customer Service Departments
Give your support team the tools to handle enquiries quickly, route calls to the right people, and track resolution times.
Sales Teams Managing Inbound Leads
Ensure every inbound sales call is answered promptly, routed to available reps, and logged for follow-up.
Helpdesks & IT Support Centres
Triage support requests with tiered queues, escalation paths, and SLA tracking to keep resolution times on target.
Booking & Reservation Lines
Handle peak-period call surges with callback queues and overflow routing so you never lose a booking.
Insurance Claims Processing
Route claimants to specialist agents, record calls for compliance, and track processing times across the team.
Government & Public Service Hotlines
Manage high volumes of citizen enquiries with structured queues, IVR self-service options, and detailed reporting.
Key Metrics You'll Track
With a properly configured contact centre, you gain visibility into the performance indicators that matter most. Here are the key metrics your dashboards and reports will cover:
Average Wait Time
How long callers spend in the queue before reaching an agent. Track trends and set targets to keep wait times low.
First Call Resolution
The percentage of enquiries resolved on the first call without requiring a callback or transfer.
Abandoned Call Rate
How many callers hang up before being answered. A critical indicator of staffing levels and queue efficiency.
Agent Utilisation
The proportion of time agents spend actively handling calls versus waiting. Helps optimise staffing and scheduling.
Service Level
The percentage of calls answered within your target time — for example, 80% of calls answered within 20 seconds.
Customer Satisfaction
Post-call surveys and feedback scores that give you a direct measure of the experience your team delivers.
What We Handle
We take care of the full deployment — from initial planning through to ongoing support. Every contact centre project includes:
- Contact centre design and planning
- Queue structure and routing logic
- Wallboard setup and customisation
- Agent accounts and permissions
- IVR and auto-attendant design
- Call recording configuration
- CRM integration for screen pops
- Reporting and dashboard setup
- Supervisor and agent training
- Ongoing optimisation and support
Built on the same platform as our phone systems
Our contact centre solutions are built on top of our business phone system platform. If you already have a phone system with us, adding contact centre features is straightforward. If you're starting from scratch, we'll deploy both together as a single project.
Related Solutions
Frequently Asked Questions
Do I need a phone system first?
Our contact centre solution is built on the 3CX phone system platform. If you don't already have a phone system in place, we can deploy both together as a single project — giving you a modern business phone system and a fully featured contact centre from day one.
How many agents can the system handle?
The platform scales comfortably from small teams of 5 agents right up to contact centres with hundreds of seats. We'll design a solution that matches your current requirements and can grow with your business.
Can agents work from home?
Yes. Agents can log in to their queues from anywhere using the 3CX desktop app, web client, or mobile app. Supervisors retain full visibility of agent activity and call metrics regardless of where the team is located.
Does it integrate with our CRM?
Yes. 3CX supports integration with major CRM platforms including Salesforce, HubSpot, Freshdesk, Microsoft Dynamics, and many others. This enables screen pops, automatic call logging, and click-to-call from within your CRM.
What reporting is available?
You get detailed call reports covering answered, missed, and abandoned calls, average wait times, talk times, and agent performance. Real-time wallboards provide live visibility, and all data can be exported for further analysis.
Can we handle WhatsApp messages?
Yes. The platform supports multi-channel communication including WhatsApp, live chat, and SMS alongside traditional voice calls. All channels are managed from a single interface, so your agents can handle enquiries without switching between tools.
Get a Quote for Your Contact Centre
Tell us about your call volumes and team size and we'll design the right contact centre setup.