Omnichannel contact centre · standalone platform
The standalone Omnichannel Contact Centre platform
A full omnichannel contact centre on its own platform: skill-based routing and automatic call distribution, agent and supervisor workspaces in Communicator, an outbound dialler with campaign management, 40+ reports, customer-satisfaction surveys, and one queue system for voice, web chat, SMS, email, WhatsApp and Facebook Messenger.
Quoted per deployment. Talk to us about your agent numbers.
Inbound
Queues, routing, callbacks
Outbound
Dialler campaigns
Blended
Agents switch between both
Its own platform, connected to your PBX
Stay in control on the busiest days
When calls pile up and queues grow, the Omnichannel Contact Centre gives your team the structure to handle the pressure: queues that hold callers in order, routing rules that try the right specialists first, live monitoring for supervisors, and recording and surveys so you can prove the service level, not guess it.
- Queues, skill-based routing and queue callbacks
- Live monitoring, barge and whisper for supervisors
- Queue recording, quality review and satisfaction surveys
- Agents work in Communicator – Agent and Supervisor editions
A separate platform, not a switch we flip
The Omnichannel Contact Centre runs on its own server, connected to your Bluehubcloud PBX through Communicator. Moving to it is a migration we plan with you – agents, queues, numbers and channels – not a licence toggle. Teams that only need wallboards and reporting on their ring groups stay on Contact Centre Lite.
Automatic call distribution
Automatic Call Distribution that actually works
Direct calls to the most suitable agent every time – and give callers a way out of the hold queue.
- Queue and routing strategies
- Live call monitoring
- Supervisor tools
- QA and compliance recording
Nobody has to wait on hold
Advanced queue callback lets a waiting caller hang up and keep their place – the platform rings them back when an agent is free. Pause reasons and project codes keep agent time and outbound caller IDs accounted for.
- Priority routing
- FIFO queueing
- Queue callbacks
- Skills-based routing
- Live call monitoring
- Call barging and whisper
- Service-level rules
- Overflow and failover
Full feature list
Every Omnichannel Contact Centre capability, in detail
Expand each category to explore what the platform includes. Everything here requires the Omnichannel Contact Centre, which runs on its own platform.
Queues and routing
- Call queues
- A queue per department (Sales, Support and so on): callers are held in order and connected to the next available agent instead of one extension answering everything.
- Priority and FIFO routing
- Configurable routing strategies per queue, including priority and first-in-first-out.
- Skill-based routing
- Rules that adjust a member's priority partway through a caller's wait – try specialist agents first, then widen the pool to everyone if nobody picks up in time.
- Advanced queue callback
- A waiting caller can hang up and keep their place; the platform rings them back when an agent is free.
- Overflow and failover
- Service-level rules with overflow and failover destinations when a queue cannot be answered in time.
- Queue URL screen-pop
- Open a web page – a CRM record, an order lookup – in the agent's browser the moment they answer a queue call.
Agents and supervisors
- Agent accounts and groups
- Which extension each agent logs in from, how many simultaneous interactions they can handle, and groups so one login covers several queues.
- Agent workflow in Communicator
- Log in to queues, go on and off pause, take the next call, wrap up and capture the outcome – in the Agent edition of Communicator.
- Pause reasons and project codes
- Named pause reasons (lunch, training) and project codes agents attach to outbound calls, each with its own caller ID.
- Supervisor edition
- Track every queue, monitor calls as they happen, listen, whisper or barge, and switch agents between inbound and outbound.
- Agent blending
- Agents split their time between inbound queue calls and outbound campaign calls – switched automatically by the platform or manually by a supervisor.
- Real-time monitoring
- A live, refreshable view of everything happening in a queue right now: callers waiting, agents logged in, static extensions.
Outbound dialler
- Campaigns
- Each campaign holds its own lead lists, assigned agents and dialling rules.
- Automatic dialling
- The dialler works through an uploaded list using the dialling strategy and retry rules you set and connects answered calls to available agents.
- Campaign monitor
- Live data for calls, agents and contacts across every active campaign.
- Campaign feedback forms
- A custom form pops in the agent panel during a campaign call; answers are exported for analysis.
Messaging channels
- Live website chat
- A chat widget (the Visitor App) on your site that routes visitors to a messaging queue or a chatbot, staffed by your agents.
- SMS channel
- A dedicated number for customer SMS conversations, routed to a messaging queue or chatbot. Business SMS from your own number is already part of Bluehubcloud PBX.
- Email channel
- A support inbox (including Gmail and Microsoft 365) becomes a channel: emails become conversations, agents reply from the queue, replies thread back automatically.
- A WhatsApp Business number connected to the platform; conversations land in a messaging queue.
- Facebook Messenger
- A Facebook Page inbox connected the same way.
- Routing chatbot
- A menu-style first point of contact for chat and SMS that lets the customer pick a department before routing to the matching queue.
- Messaging queues
- The messaging counterpart to a voice queue: which agents handle each channel for a department, assigned manually or automatically.
- Platform-wide settings
- Alert emails, global business hours, survey timing, response timeouts, and each channel's weight in an agent's workload.
Customer feedback
- Voice satisfaction survey
- A short automated survey after a queue call – the caller rates the experience 1 to 5 on the keypad.
- Post-chat survey
- A 1-to-5 rating with optional comment sent after a Live Chat, SMS, email, WhatsApp or Messenger conversation ends.
- Feedback forms
- Custom forms agents fill in during a call or conversation, exported for later analysis.
Recording and quality
- Queue call recording
- Automatic recording of every call answered through a queue – no one has to start it.
- Playback and review
- Play a recorded queue call straight from its call record for coaching or dispute resolution.
- Recording deletion
- Remove a recording that should not be kept, or free storage.
- Call debug report
- A detailed per-call report from the call record when a call behaved unexpectedly.
Reporting and analytics
- 40+ built-in reports
- Agent activity, queue performance, dialler campaign results and messaging-channel statistics.
- Scheduled delivery
- Any report can be scheduled to run and email itself on a recurring basis.
- Business Insights
- Your Bluehubcloud PBX transcribes recorded calls; Business Insights analyses those transcripts for call reasons, outcomes and trends (separate subscription).
Integrations and automation
- Screen-pop and CRM context
- Caller information appears the moment a call connects; CRM call routing uses what your CRM knows about the caller.
- Event Publisher webhooks
- Call events notify other systems the moment they happen – ticket creation, CRM updates, notifications.
- API and automation platforms
- A full API, and the webhook/API layer connects to automation tools such as n8n and Zapier.
- Native CRM integrations
- Salesforce, HubSpot, Zoho, Zendesk and more connect out of the box through Communicator.
Platform
- Own platform, own server
- The Omnichannel Contact Centre runs on its own server, connected to your Bluehubcloud PBX. Moving to it is a migration we plan with you.
- Quoted to your deployment
- Priced per deployment, to your agent numbers and channels.
Communicator editions
Two editions of Communicator for the contact centre
Both connect to the same platform – the layout changes with the job.
Supervisor edition
Supervisor edition
Track every queue, monitor calls as they happen, listen, whisper or barge, switch agents between inbound and outbound, and keep service levels on target with live dashboards.
Agent edition
Agent edition
A focused layout for high-volume calling – log in to queues, take the next call, pause with a reason, capture the outcome and move on.
FAQ
Contact centre frequently asked questions
What is a cloud contact centre (CCaaS)?
A cloud contact centre is a hosted platform for managing customer calls and enquiries with queues, IVR self-service, reporting, supervisor tools and scalability without on-site contact centre hardware.
What is the difference between a contact centre and a standard phone system?
A phone system focuses on business calling and basic routing. A contact centre adds multi-queue management, real-time wallboards, service-level reporting, supervisor controls, QA workflows and performance analytics.
How is the Omnichannel Contact Centre different from Contact Centre Lite?
Contact Centre Lite is a licence upgrade on your Bluehubcloud PBX that adds wallboards, dashboards and scheduled reporting to your ring groups. The Omnichannel Contact Centre is its own platform on its own server – queues, skill-based routing, an outbound dialler, agent and supervisor workspaces, surveys, 40+ reports and messaging channels. Moving to it is a migration we plan with you, not a switch we flip.
Does it work with our existing Bluehubcloud PBX and Communicator?
Yes. The platform connects to your Bluehubcloud PBX, and agents and supervisors work in the Agent and Supervisor editions of Communicator – the same softphone your team already uses, with a contact-centre layout.
Does it support call queues and routing strategies?
Yes. Queues hold callers in order and connect them to the next available agent; skill-based routing rules try specialist agents first and widen the pool automatically if nobody answers in time. Priority routing, overflow and failover are configurable per queue.
Can callers ask for a callback instead of waiting?
Yes. Advanced queue callback lets a waiting caller hang up and keep their place in the queue; the platform rings them back when an agent is free.
Which messaging channels can agents handle?
Web chat on your site, SMS on a dedicated number, email, WhatsApp and Facebook Messenger – each routed to a messaging queue and assigned to agents manually or automatically, with a menu-style chatbot as the first point of contact. Business SMS from your own number is already part of Bluehubcloud PBX; these are the contact-centre channels on top.
Does it support outbound calling and campaigns?
Yes. The dialler works through uploaded lead lists with the dialling and retry rules you set and hands answered calls to assigned agents. Agents can blend inbound queue calls and outbound campaign calls – automatically, or switched by a supervisor.
Can we measure customer satisfaction?
Yes. A short keypad survey plays after a queue call, a 1-to-5 rating with comment is sent after a messaging conversation, and agents can fill in custom feedback forms during a call or chat – all exported for analysis.
What reporting is included?
More than 40 built-in reports on agent activity, queue performance, dialler campaigns and messaging channels, any of which can be scheduled to run and email themselves. Your Bluehubcloud PBX transcribes recorded calls; Business Insights analyses those transcripts to show why customers are calling.
Can contact centre events trigger automations?
Yes. Event Publisher webhooks notify other systems the moment a call event happens, so tickets, CRM updates and notifications can fire automatically; the same webhook and API layer connects to automation platforms such as n8n and Zapier.
Is call recording supported?
Yes. Recording can be switched on for every call answered through a queue, played back from the call record, and deleted when it should not be kept – for quality assurance, compliance and training.
How is the Omnichannel Contact Centre priced?
Quoted per deployment, to your agent numbers and channels – talk to us and we will scope it with you.
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