Elevate contact centre
Elevate contact centre
Handle customers on voice, chat and email from one platform. Elevate’s contact centre tools add queues, supervisor monitoring, live wallboards and reporting to the same phone system your whole business already uses.
UKpartner
Why it matters
What busy teams struggle with
Peaks swamp the team
Seasonal or campaign-driven call spikes leave customers in long queues and agents under pressure.
No live view of the floor
Supervisors cannot see queue length, waiting time or who is free, so they react too late.
Channels live apart
Phone, chat and email are handled in separate tools, with no shared history for the customer.
What you get
Contact centre capabilities
Voice, chat and email queues
Handle several channels in a single omni-channel contact centre, with customisable call flows.
Supervisor monitoring
Supervisors can monitor activity and support agents in real time.
Live wallboards
Live View shows queues and agents at a glance, on a screen or a dashboard.
Smart greetings and distribution
Customise greetings and how calls are shared between agents, including agent wrap time after a call.
Canned chat messages
Agents reply to common questions with pre-written, consistent messages.
Scheduled reports and storage
Reporting and extended storage support planning and quality assurance.
A contact centre without a separate platform
Traditional contact centre software is a second system, with its own licences, integrations and support. Elevate’s approach is to extend the unified communications platform you already use, so the same users, numbers, apps and directory serve both the front office and the contact centre. That reduces cost and complexity and means a colleague in finance or sales can take an overflow call when needed.
Right-sizing the solution
A ten-seat support desk and a 100-seat service centre have different needs. We start with call volumes, opening hours and service-level targets, then recommend the right mix of hunt groups, standard queues and contact centre licences. Smaller teams often find the advanced queue and wallboard tools in the Pro licence are all they need.
If you need full omni-channel, quality management or workforce planning, we will say so and scope it properly. See also our cloud contact centre and cloud call centre pages.
Reporting that drives decisions
Answer rates, wait times, abandoned calls and peak-hour patterns tell you when to staff up and where scripts need work. Scheduled reports land in the inbox of the people who need them. Read more about call reporting.
Your questions answered
Does Elevate have contact centre features?+
Yes. Elevate offers contact centre capabilities including voice, chat and email queues, supervisor monitoring, real-time dashboards and reporting.
What is the difference between Elevate and Elevate contact centre?+
Elevate is the unified communications and phone system for the whole business. The contact centre tools add the queue handling, supervision and analytics that dedicated service teams need.
Can agents work from home?+
Yes. Agents can use the desktop and mobile apps from anywhere with a good internet connection.
Can supervisors listen in?+
Supervisor monitoring is available. We configure who can monitor and make sure your recording and privacy notices cover it.
What reports are available?+
Reporting covers call activity and queue performance, with scheduled reports and a real-time dashboard. We tailor reports to your service targets.
How many agents can it handle?+
It scales from small teams to larger centres. Tell us your volumes and we will size it.
What we need to scope a contact centre
- ✓ Daily call volumes and peak times
- ✓ Channels required: voice, chat, email
- ✓ Number of agents and supervisors
- ✓ Service-level targets
- ✓ CRM or helpdesk to connect
- ✓ Recording and quality requirements
Related
Keep exploring Elevate
Call Queues and Hunt Groups
Auto attendant, hunt groups, queues and call routing.
AI Call Recap and Analytics
AI summaries, sentiment and topic analysis for calls and meetings.
CRM Integration
Screen pop, Outlook, Microsoft 365 contacts and CRM links.
Call Recording and Archiving
Record, store and search calls, chats and meetings.
Free guide · 7 pages
The UK business guide to the Elevate phone system
- ✓Every feature, explained
- ✓Express, Essentials and Pro compared
- ✓2027 ISDN switch-off checklist
- ✓Ten questions to ask any supplier
Why choose CBC
Phones, networks and security from one UK team
We are committed to giving every customer the best possible phone and networking solution for their business, then supporting it for the long term.
- 24/7 UK-based supportReal engineers, any hour, no overseas call centre.
- One-to-one serviceA named CBC engineer who knows your setup.
- Grows with youAdd users, sites or features without changing supplier.
- Customer satisfaction firstClear quotes, fixed pricing and honest advice.
Get a free quote
Tell us what you need and we will reply as soon as possible, usually the same working day.