Call centre solution, built for better service
Make it simple for your agents and supervisors to deliver a great customer experience. A complete inbound and outbound call centre with CRM integrations and AI tools, hosted and supported by our Australian team.
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↗Phone System
What is the Call Central call centre solution?
It is a call centre built into your Call Central phone system, suitable for businesses of any size. Calls, video, messaging and integrations all work together to resolve calls faster, lighten the load on your team and give customers a better experience, with smart routing, agent tools, voice AI and real-time insights.
No per-agent monthly fees. Call centre features are available to everyone on the system.
24/7 AI receptionist for smarter call handling
An AI receptionist that understands what callers want, answers from your business knowledge and takes action in real time.
- No-code setup
- Routes callers by intent
- Natural, multilingual conversations
- Answers from your knowledge base
- Tasks across your systems, such as bookings (coming soon)
One workspace for agents and supervisors
A single web-based queue panel lets you watch queue traffic, change agent status and transfer, monitor or park calls in a few clicks.
- Active and waiting calls in one view
- Drag-and-drop call handling
- Agent availability and performance at a glance
- Real-time queue stats for one agent, a team or the whole centre
- Role-based access for agents and supervisors
Real-time performance tracking
The wallboard shows your key numbers live, and by day, week or month.
- 17 key performance metrics
- All queues or one queue at a time
- Real-time monitoring
- Flexible time frames
- Customisable widgets
- Show it on several screens
Clear call reports and call history insights
Call reports
Build your own reports or start from 14 ready-made templates, with visual charts and scheduled sharing by email.
Call timeline and detailed call records
Follow each call from start to finish, jump through recordings, see a time breakdown, add notes and tags, and export the data.
Everything you need for great customer service
Connect customers to the right agent
AI receptionist, phone menus and call queues, with skill-based routing, priority queues, intent-based routing and automatic callbacks when it is busy.
A better wait
Tell callers their place in the queue and expected wait, offer a callback, and let the AI receptionist answer common questions.
Fine-tune the call flow
Spot trends in the queue panel, drag and drop calls to agents and adjust staffing in real time.
Coach agents easily
Whisper coaching, silent monitoring, barge-in and call recording.
Simple follow-ups
Queue call logs, outcome tags, AI call summaries and one-click call back.
Natural voice prompts
Create branded call flows with natural text-to-speech prompts.
Service level targets
Track 17 metrics against your service levels on the wallboard, with live alerts.
Customer surveys
Run post-call surveys and see satisfaction and performance reports by queue and agent.
More ways to improve customer experience
Omnichannel messaging
Handle live chat, WhatsApp, Facebook and SMS in one place alongside your calls. See all features →
CRM integration
Ready-made CRM and helpdesk integrations to automate tasks and keep a record of every interaction. CRM integration →
Outbound call centre
Run proactive calling campaigns with automated dialling and better connect rates. Talk to us →
All-inclusive call centre features
- Automatic call distribution (ACD)
- Interactive voice response (IVR)
- Skill-based routing
- Priority queues
- Ring groups
- Queue callback
- Queue panel
- Queue call logs
- Call outcome tags
- Queue manager
- Dynamic and static agents
- Three-way calling
- Queue position announcement
- Estimated wait time announcement
- Call recording
- Call monitoring
- Whisper and live coaching
- Cold and warm transfer
- Custom voice prompts
- Music on hold
- Linkus apps
- Computer telephony integration (CTI)
- Wallboard and real-time analytics
- SLA monitoring
- CRM integration
- Helpdesk integration
- Omnichannel support
- Voicemail transcription
- AI receptionist
- Post-call surveys
- Agent performance reports
- Queue performance reports
- Satisfaction survey report
Ready to get started?
Contact us today for more information or a free demo of the call centre solution.
Frequently asked questions
What is call centre software?
Call centre software handles large numbers of inbound and outbound calls and connects customers with the right agent, with a visual workspace for your team. Ours also brings in messaging channels such as live chat and SMS.
How does a call centre solution work?
A cloud phone system routes each call using phone menus and automatic call distribution, based on priority, skills and time of day. Supervisors watch the queue panel and wallboard, and CRM integration shows agents the customer record before they answer.
What types of call centre are there?
By focus, there are inbound call centres that handle incoming calls and outbound call centres that make proactive calls, often with automated dialling. By setup, they can be on-premises, hosted by a provider or fully cloud-based. Call Central’s solution is hosted in the cloud for you.
Does my business need a call centre phone system?
It is worth considering if you get a high volume of calls, need calls sent to people with particular skills, want teams to work together on calls, plan to grow, or want to lift service quality. We can help you weigh up the cost and benefit.
What are the most important call centre features?
Automatic call distribution, phone menus (IVR), call queues, service level targets, the queue panel, the wallboard, call reports and CRM integration.
How can I fix common call centre problems?
Start with your biggest issues, find the root causes, put fixes in place and track the results with your reports. Training agents, encouraging teamwork and following good practice all help too, and our team can advise you.
How do you set up our call centre?
We do it with you: create your queues, add your agents, set your service level targets and set your opening hours. Then we train your team.
What is the difference between a call centre and a contact centre?
A call centre focuses on phone calls, both inbound and outbound. A contact centre adds other channels such as email, chat, SMS and social media, with a consistent experience across all of them.