The layer that makes it a desk, not a set of phones.

What this actually is

A phone system answers calls. A call centre suite decides which of twenty waiting callers goes to which of eight free agents, shows a supervisor what is happening while it happens, and records how each call ended.

That is the whole difference, and it is the difference between a desk somebody can run and a set of phones that ring.

Everything here works on the same customer records the rest of the platform uses, so a routed call arrives with the customer's invoices, messages and previous calls already on screen.

What you get

Every one of these has its own page saying whether it is live today.

What is live, and what is still being built

Queues, routing, presence, dispositions, the wallboard and the per-agent reports are built and running today.

Supervisor listen-in, IVR menus and the outbound campaign dialler are marked IN BUILD above and are not switched on yet. We would rather say that than sell you a screen you cannot open in week one.