Contact center & ACD
A contact center for teams that field volume
Queues, skills-based routing, live monitoring, recording, and reporting, so the calls that matter get answered by the right person, and supervisors can see what's happening in real time.
- Queues & ACD routing
- Live call monitoring
- Recording & QA
- Real-time dashboards
Queues & ACD
Route callers by skill, priority, and availability so they reach the agent best able to help, and nobody sits on hold longer than they should.
Agent softphone
Agents work from a softphone with the tools they need, at a desk or fully remote, the contact center goes wherever your team is.
Live monitoring
Supervisors can silently monitor live calls, whisper coaching to an agent, or barge in when a call needs help.
Supervisor dashboards
See queues, wait times, agent status, and service levels in real time, so you can staff and steer the floor as the day unfolds.
Recording & QA
Record for compliance and quality, then review and score calls to coach your team and raise the bar.
Reporting & analytics
Historical reports on volume, handle time, abandonment, and outcomes, the numbers you need to plan and prove ROI.
See what's happening, live
A contact center is only as good as your visibility into it. Real-time dashboards and live monitoring let supervisors catch problems as they happen instead of reading about them the next day.
Coach, don't guess
Recording plus quality review turns every call into a chance to improve. Find what your best agents do well and help the rest of the team do it too.
When call volume is the business, the phone system has to do more than ring. Phoneware’s contact center gives you the routing to get callers to the right place, the visibility to manage the floor in real time, and the recording and reporting to keep getting better.
Explore more of the platform
Call recording
On-demand or always-on recording with HIPAA, PCI, and retention controls, plus quality review.
AI voice agents
AI receptionists that answer, route, and handle routine calls around the clock, plus AI-generated greetings and call transcription, built into Edge.
Cloud phone system
Hosted PBX with 60+ features, auto attendant, hunt groups, find-me/follow-me, and voicemail-to-email with transcription.
Ready for a phone system built to keep running?
Call or text us, or send a note. We’ll look at your current setup and show you exactly what it looks like on Phoneware Edge, no pressure, no jargon.