Managed Contact Center
Resources
Managed Contact Center
A Managed Contact Center gives any team that handles a high volume of customer calls, chats, or messages the tools a dedicated call center uses: queues, skills-based routing, supervisor coaching, real-time dashboards, outbound campaign tools, and reporting. We run it for you as part of your phone service, instead of a separate system you have to buy and manage on your own.
Who actually needs this, versus basic call routing?
If a handful of employees each answer their own phone, Managed Voice‘s ring groups are usually enough. A contact center is the right fit once calls need to hold in a fair, trackable line for the next available person. Think sales teams working leads, support teams handling tickets, or any team a manager needs to actively measure and coach in real time.
Resources
Queuing & Routing
Automatic Call Distribution (ACD) →
Route every inbound call to the right available person automatically, with no manual dispatching.
Skills-Based Queue Routing →
Send each caller to the specific agent with the right expertise, instead of just whoever’s free.
Queue Callback →
Let callers request a callback instead of waiting on hold, without losing their place in line.
Queue Ring Strategies →
Choose how calls get offered to your team — all at once, in rotation, or to whoever’s been idle longest.
Priority Queues & Acceleration →
Make sure your most important calls jump the line, and no caller waits forever without their priority increasing.
Queue Position & Wait-Time Announcements →
Tell waiting callers where they stand in line and roughly how long they’ll wait, automatically.
Multi-Queue Agent Membership →
Let one agent cover several queues at once, with clear rules for which call they get when both ring.
Resources
Agent Tools
Unified Agent Workspace →
Give every agent one screen for calls, chats, customer info, and notes — no app-switching required.
Agent Presence & Status →
See at a glance who’s available, on a call, or on break — without walking the floor to check.
Screen Pop of Caller Info →
Show agents who’s calling and their history before they even say hello.
Call Disposition & Wrap-Up Notes →
Let agents tag and note every call’s outcome in seconds, so nothing falls through the cracks.
Click-to-Answer, Transfer & Hold →
Let agents control every call from their computer screen instead of fumbling with phone buttons.
Headset Integration →
Answer, mute, and hang up directly from a supported headset — no mouse required.
AI Call Summaries & Auto-Generated To-Dos →
Let AI write the call notes and action items automatically, so agents can move to the next call faster.
Resources
Supervisor Tools
Whisper Coaching →
Coach an agent privately during a live customer call without the customer ever hearing you.
Live Call Monitoring →
Let a supervisor silently listen to any live call for quality checks, without either party knowing.
Barge-In →
Let a supervisor join a live call directly when a situation needs a second, more senior voice.
Real-Time Agent & Queue Dashboard →
Give supervisors one live view of every agent’s status and every queue’s activity, updated in real time.
Manual Call Reassignment →
Let a supervisor step in and redirect a call by hand when the automatic rules aren’t the right fit in the moment.
Resources
Reporting & Analytics
Real-Time Wallboards →
See how your team is performing right now, in a live dashboard, without pulling a report.
SLA Threshold Alerts →
Get notified automatically the moment your team falls behind a service target, instead of finding out from an unhappy customer.
Historical & Scheduled Reports →
Automatically generated reports on team and queue performance, delivered on a schedule you set.
Custom Report Builder →
Build a report around the exact metrics, queues, and date ranges your business cares about.
Call Timeline & Detail Records →
See the complete path of any call — every transfer, hold, and handoff — in one timeline view.
Data Export & BI Integration →
Send your call and queue data to the same business intelligence tools you already use for everything else.
Resources
Outbound Dialer Suite
Progressive Dialer →
Automatically dial outbound calls one at a time, connecting an agent only once a real person answers.
Power Dialer →
Dial faster than a progressive dialer while keeping dropped and abandoned calls under control.
Agentless Dialer →
Send an automated message to a whole contact list at once, without tying up a single live agent.
Campaign Management & Scheduling →
Build, schedule, and monitor outbound calling campaigns from one place.
Outbound Campaign Wallboard →
Watch an outbound calling campaign’s results live — connect rate, abandon rate, and dialing progress — while it’s still running.
Do-Not-Call List Management →
Keep outbound calling campaigns compliant automatically by excluding restricted numbers before a call is ever dialed.
Local Presence Caller ID →
Display a local number on outbound calls so customers are more likely to recognize and answer them.
Resources
Quality Management
Call Recording →
Automatically record calls for training, dispute resolution, and quality review, safely enough to handle payment details.
Recording Playback & Scrubbing →
Jump straight to the exact moment in a call recording you need, instead of listening from the beginning.
Post-Call Satisfaction Surveys →
Automatically ask customers to rate their call the moment it ends, with results tied straight back to the agent and call.
QA Scoring & Coaching Notes →
Score agent calls against a consistent checklist and keep coaching notes tied directly to the call they came from.
Call Recording Retention & Access Controls →
Control exactly who can listen to call recordings and how long they’re kept before being deleted.
Resources
Omnichannel Messaging
Website Live Chat →
Add a live chat widget to your website that routes straight into the same queues and agents handling your phone calls.
SMS & MMS Messaging →
Send and receive text messages and picture messages from your business number, alongside your calls.
WhatsApp Business Messaging →
Handle WhatsApp conversations with customers through the same agent tools and queues used for calls and chat.
Facebook Messenger Integration →
Handle Facebook Messenger conversations from your business page through the same tools your team already uses.
Bulk Messaging Campaigns →
Send SMS or WhatsApp messages to an entire contact list at once, for promotions, reminders, or announcements.
Unified Inbox Across Channels →
See calls, chat, SMS, WhatsApp, and Facebook messages in one inbox, instead of juggling separate apps.
Chat-to-Call Escalation →
Move a chat conversation straight into a live phone or video call, in one click, without asking the customer to call in separately.
Does this replace our regular phone system, or sit alongside it?
It sits alongside it. Your contact center agents still have regular extensions and voicemail through Managed Voice — the contact center layer adds the queuing, coaching, and reporting tools on top, for the specific team that needs them.