Contact centre — answer faster, route smarter, prove it later.
Skills-based queuing, supervisor wallboards, screen-pop CRM integration and FCA-compliant recording. On Teams, Horizon, Wildix, 8x8 or RingCentral — your choice.
When call volume outgrows the receptionist, you need real tooling.
Hunt groups and a hold-music loop stop scaling once you’re taking more than 50–100 calls a day per team. Contact centre platforms give you the queue intelligence, supervisor visibility and recording compliance that a hosted PBX alone can’t deliver.
Skills-based routing
Calls land with the agent best able to answer them. Language, product, account-size, VIP status — route by what matters, not just who picks up fastest.
Supervisor wallboards
Live queue depth, abandoned rate, longest waiter, average handle time, agent state. On a big screen, in the browser, on a tablet — your floor lead always knows.
Compliance recording
On-demand or always-on call recording with encrypted storage, retention policies and FCA / MiFID II-aligned audit trails. Pause-and-resume during card data.
CRM screen-pop
Inbound caller? The customer record opens automatically in Salesforce, HubSpot, Dynamics or your line-of-business CRM. Click-to-dial outbound the other way.
IVR & self-service
Build menu trees, payment IVRs, account lookup by phone number and out-of-hours messaging. Cut the call volume that didn’t need a person in the first place.
Whisper, monitor, barge
Supervisors can listen silently, whisper to the agent, or join the call live. Coaching, training and quality-assurance built into the workflow.
There’s no universal best contact centre — there’s the best one for what you do.
We deliver across the leading UK contact centre platforms and don’t favour one over the others. We pick by what your team does, the platforms you already run, your CRM, your recording retention obligations and your budget.
- ✓Microsoft Teams + Anywhere365 / LuwareRight when Teams is already your phone system and the team uses Teams for everything. Agent experience inside Teams, no extra app.
- ✓Wildix Contact CentreStrong end-to-end voice + chat + WhatsApp + web caller. Good fit for sales floors and mid-size service operations.
- ✓8x8 Contact CenterFull-fat CCaaS with workforce management, omnichannel and CRM connectors. Right when contact centre is your main business, not a side line.
- ✓Horizon ContactGamma’s contact centre layer over Horizon hosted PBX. Sensible step-up when you already run Horizon and want supervisor tooling.
- ✓Akixi for analytics-onlyAlready happy with your PBX queues but want better reporting and wallboards? Akixi sits over the top and gives you the analytics layer without a platform change.
What you get with a Firstnet contact centre
Agent & supervisor tooling
- ✓Queue and skills-based routing with priority overrides
- ✓Live wallboards for agents and supervisors
- ✓Silent monitoring, whisper coaching, barge-in
- ✓Real-time and historical reporting — calls, queues, agents
- ✓Web-based agent client (no PC software install)
- ✓After-call work, wrap-up codes, dispositions
Recording & integrations
- ✓Encrypted call recording with policy-driven retention
- ✓Pause-and-resume for PCI-DSS card capture compliance
- ✓FCA / MiFID II / GDPR-aligned audit trails
- ✓CRM screen-pop and click-to-dial (Salesforce, HubSpot, Dynamics, Sage)
- ✓WhatsApp Business, SMS and webchat channels (where supported)
- ✓Microsoft Teams compatibility for hybrid floors
Frequently asked questions
How long should we keep call recordings?
Depends on the regulation. FCA / MiFID II covers regulated investment calls for 5 years (extendable to 7 in some cases). Other UK businesses typically retain 6-12 months for dispute resolution. GDPR principles require purpose, retention period and access controls — we configure the platform to your written retention policy.
Can recordings be paused for card payments?
Yes. PCI-DSS DSS 4.0 requires that the part of the call where the customer reads out their card number is not recorded. The platform pauses the recording automatically when the agent enters a payment screen and resumes after, leaving a clean audit trail that proves card data wasn’t captured.
Do supervisors need to be in the office to use this?
No. Modern contact centre platforms are entirely web-based. Wallboards run in any browser, supervisors can monitor or whisper from home, agents take calls on a softphone or headset. Hybrid operations are the norm.
How does this fit with Microsoft Teams Phone?
If your phone system is already Teams Phone, Anywhere365 or Luware Nimbus sits inside Teams and adds the contact-centre layer without a second application. Agents stay in Teams, supervisors get the reporting tools they need.
How quickly can a contact centre go live?
From scoping to first live calls is typically 4-8 weeks. Discovery and IVR design take longest — most platforms can be technically provisioned and number-ported in under three weeks once you’ve agreed how calls should flow.