Give agents a focused workspace
Bring queue state, call controls, customer context and scheduled follow-ups into one operational view.
CONTACT CENTER · INBOUND AND OUTBOUND
A contact center that connects queues, campaigns and quality evidence.
Give agents one workspace for inbound service and controlled outbound campaigns. Supervisors can see live workload, follow calls, review recordings and share quality decisions without rebuilding the PBX around a separate dialer.
Inbound queues and skillsOutbound campaignsWFM staffing forecast and qualityBounded intraday reforecast
ONE OPERATION
Treat inbound and outbound work as one contact-center process.
Agents, supervisors and administrators use connected views of the same calls and customers.
See workload while it matters
Use live queue and agent views, duration, filters and supervision controls during active conversations.
Turn calls into evidence
Connect reports, call flow, recordings, dispositions and quality reviews for each interaction.
CONTACT CENTER CAPABILITIES
Inbound service, outbound execution and supervisor control.
Advanced inbound queues
Skills, VIP priority, virtual waiting, agent-first callbacks, agent-scheduled follow-ups and measurable service levels.
Outbound campaigns
Lists, schedules, pacing safeguards, retry rules, dispositions and suppression controls.
Supervisor workspace
Search live calls, see duration and tenant context, then monitor, whisper or intervene when authorised.
WFM, quality and reporting
Deterministic Erlang C demand and staffing forecasts, schedule coverage gaps, a review-only Coverage Planner with CSV export, recordings, shared quality reviews, outcomes and operational dashboards. Queue-duty blocks are assigned to one explicit queue, so scheduled coverage cannot be counted across every queue an agent belongs to. Intraday Reforecast compares recent aggregate demand with the historical baseline and previews a bounded four-hour adjustment without selecting employees or changing a schedule.
DAILY WORKFLOW
Configure policy first, then let agents work from clear assignments.
Campaign speed never overrides consent, calling windows or operational capacity.
- Build inbound queues, skills, schedules, overflow and service-level targets, then compare forecast demand with scheduled coverage and turn consecutive gaps into an anonymous capacity plan for review.
- Let callers retain their place with virtual waiting or let an agent schedule a dated, agent-first follow-up.
- Set pacing, retries, calling windows and agent capacity before starting a campaign.
- Review outcomes, recordings and quality scores, then improve the next shift.
The organisation using RelayPBX remains responsible for lawful contact, consent, suppression lists and calling hours. RelayPBX provides controls and audit evidence but does not create permission to call.
EXPLORE
Connect contact-center work with the PBX platform.
READY FOR AGENTS