Intelligent Call Queues
Organise agents into queues according to departments, skills, campaigns or business functions. Calls can be distributed across teams while customers wait for an available agent.
Buzzbox Contact Centre
Every Conversation.
Under Control.
Cloud contact centre technology built to connect customers, agents and managers.
Buzzbox Contact Centre gives your business the tools to manage high-volume inbound and outbound voice communications from one cloud-based platform.
From intelligent call distribution and agent queues to outbound dialling, call recording, live wallboards and detailed reporting, Buzzbox gives your team the visibility and control needed to manage customer conversations effectively.
Inbound. Outbound. Real-time. One platform.
Cloud without complexity
A Contact Centre Without the Complexity
Running a contact centre should not mean maintaining complicated infrastructure.
Buzzbox delivers the technology your agents and managers need through the cloud, removing the need for a traditional on-site contact centre platform.
Agents can connect from the office or remotely, while supervisors and managers can monitor activity, manage queues and access reporting through centralised management tools.
Whether you are running a small customer service team or a large outbound operation, Buzzbox can be configured around the way your contact centre works.
Inbound calling
Give Every Call a Clear Path
Build inbound call flows that automatically route customers according to the structure and requirements of your business. Calls can enter queues, follow IVR selections, be routed according to operating hours or move to alternative destinations when agents are not available.
Queue Announcements
Keep customers informed while they wait with greetings, announcements and audio prompts throughout your inbound call flows.
Overflow Management
Manage overflow when a queue or team cannot handle additional calls. Redirect calls to another queue, team or alternative destination rather than leaving them unanswered.
Structured customer journeys
Interactive Voice Response
Help Customers Reach the Right Team
Buzzbox IVR allows callers to navigate structured menu options and route themselves according to what they need. Options can form part of sophisticated call flows that direct different enquiries to the appropriate destination.
Clear Options Before an Agent Answers
Give callers a professional first point of contact with choices such as Press 1 for Sales, Press 2 for Accounts and Press 3 for Customer Service.
Outbound productivity
Give Outbound Teams More Time to Talk
Buzzbox supports outbound environments where agents need to work efficiently through large volumes of customer records, including sales campaigns, customer follow-ups, service calls and collections.
Progressive Dialler
Automatically present and initiate the next call as agents become available. Agents can work through campaign records without repeatedly copying, entering or manually dialling numbers.
Automated Dialling
Automate outbound calls and work efficiently through large calling lists. Campaign management and reporting give managers greater control while agents focus on conversations.
Campaign Workflows
Configure the calling environment around each campaign, its records and the operational requirements of the team running it.
See what is happening now
Real-Time Wallboards
A contact centre changes from minute to minute. Wallboards give supervisors and managers real-time visibility into activity so they can understand what is happening while it is happening.
- Calls waiting
- Active calls
- Available agents
- Busy agents
- Queue activity
- Call volumes
- Answered and unanswered calls
- Agent status
- Current service performance
Turn activity into insight
Contact Centre Reporting
Knowing how many calls your contact centre handled is only the beginning. Buzzbox provides detailed reporting to help managers understand inbound and outbound activity, queue performance, agent activity and calling patterns.
Use that information to plan staffing, adjust processes and continuously improve the way your contact centre operates.
24/7visibility
and control
and control
Performance and quality
Understand Every Conversation
Management Information
Understand when customers call, how effectively calls are answered, how agents perform and where operational bottlenecks develop.
Agent Performance
Review activity and compare performance across the contact centre using actual operational data rather than assumptions.
Call Recording
Keep records of customer conversations for quality assurance, coaching, query investigation, disputes, training and compliance.
Quality Management
Use recordings and performance information to identify recurring issues, recognise good work and create a continuous coaching loop.
Connected business systems
CRM, ERP and Custom API Integration
CRM & ERP Integration
Your contact centre does not operate in isolation. Integrate with external CRM, ERP and business systems so call activity connects with the information employees use to serve customers.
Custom API Integration
Exchange customer information, trigger business processes, connect calls with external records or build custom workflows around your contact centre.
Cloud teams, one operation
Agents Can Work from Anywhere
Agents can connect from different offices or remote locations while remaining part of the same contact centre environment. Distributed teams can operate through the same queues, campaigns and telephone infrastructure while supervisors retain central visibility.
One Platform Across Multiple Locations
Connect agents across different physical locations while maintaining centralised call routing, management and reporting.
Centralised Management
Manage agents, queues, routing, IVR menus, operating hours, inbound flows, outbound campaigns, diallers, recordings, wallboards and reporting from the cloud.
Scale as Your Operation Grows
Add agents, queues, campaigns, telephone numbers and functionality without replacing an on-site contact centre platform.
Flexible by design
Built for Inbound and Outbound Teams
A customer service operation may focus on inbound queues, wait times and service levels. An outbound operation may focus on dialler efficiency, agent productivity and campaign performance. Many businesses need both.
Cloud-Based
Run your contact centre without traditional on-site infrastructure.
Inbound & Outbound
Manage enquiries and outbound operations from one communications environment.
Intelligent Queuing
Route inbound calls through structured queues and distribute them across teams.
Outbound Diallers
Help agents work efficiently through calling campaigns.
Real-Time Visibility
See what is happening across the contact centre through live wallboards.
Detailed Reporting
Understand call volumes, queue activity, agent performance and trends.
Call Recording
Maintain a record of conversations for quality, training and review.
Remote Agents
Allow agents to work from different locations in the same environment.
Integration
Connect with CRM, ERP and other business systems.
Flexible Configuration
Build queues, flows, campaigns and routing around your operation.
Better Visibility. Better Decisions.
Real-time wallboards help you manage the present. Historical reporting helps you understand the past. Together, they give you the information you need to continuously improve your operation.
No two contact centres operate exactly the same way. Buzzbox combines flexible cloud communications technology with configurable call flows, diallers, reporting and integration capabilities to create an environment built around your requirements.
Connect your customers. Empower your agents. Understand your operation.