Contact Centre
Advanced contact centre capabilities without enterprise complexity
VanillaIP enables Partners to deliver sophisticated contact centre functionality to businesses of all sizes. From call handling and queuing to real-time analytics and wallboards, our solutions scale with customer needs while remaining simple to sell and support.
All contact centre services integrate directly with hosted telephony and analytics, creating a unified customer engagement platform.
The advanced Uboss call centre environment of Agents, Supervisors, Analytics and Dashboards is further enhanced by fully API integrated services from our valued partners including Kakapo and Akixi.
Kakapo Unity Client
Advanced call handling and contact centre functionality
The Kakapo Unity Client from Kakapo Systems elevates VanillaIP contact centre solutions from basic call handling into a modern, multi-channel customer engagement platform. Built to integrate seamlessly with Cisco BroadWorks, Unity gives agents and supervisors a single, intuitive workspace to manage conversations, queues, and performance in real time.
Designed with customer experience at its core, Unity Client brings voice, web chat, email, SMS and digital interactions together in one interface. This unified approach helps contact centres respond faster, work smarter, and deliver a consistent experience across every channel.
Key benefits
One screen - agents handle all customer conversations from a single desktop, reducing context-switching and boosting productivity.
Smarter call and queue handling - intelligent routing ensures customers reach the right agent first time.
Real-time visibility for supervisors - live dashboards make it easy to spot issues, manage demand, and maintain service levels.
Better conversations, better outcomes - customer context and integrated tools support faster resolution and higher satisfaction.
Microsoft Teams Agent Enablement.
Scales as customers grow - ideal for small teams through to multi-queue contact centre environments.
Uboss Wallboard and ACD Analytics
Give your customers' teams a live view of contact centre performance.
The Uboss Wallboard lets supervisors and agents see what's happening across their queues in real time. From answered and abandoned calls to average queue times and agent availability, every key metric is just a glance away. Fully configurable by queue, the Wallboard helps contact centres stay responsive, spot issues before they escalate, and keep service levels on track throughout the day. Combined with our suite of ACD reports, your customers have everything they need to monitor performance live and analyse it in depth, a complete contact centre intelligence package.
Our suite of ACD Reports gives resellers and their customers access to a comprehensive suite of contact centre reports. Whether it's tracking agent activity, reviewing call logs, analysing disposition codes, or monitoring DNIS performance, the reporting suite covers every angle of contact centre operations. Reports are straightforward to access and designed to help managers identify trends, manage resources, and demonstrate service quality to their stakeholders.
Key Benefits
Real-time visibility — Supervisors can monitor queue performance as it happens, enabling faster decisions and proactive service management.
Comprehensive reporting — A full suite of ACD reports covers everything from agent activity and call logs to disposition codes and DNIS performance, giving managers the complete picture.
Fully configurable — Wallboard widgets and queue metrics can be tailored to suit each customer's contact centre setup, ensuring the right data reaches the right people.
Improved agent performance — Live metrics keep agents focused and accountable, while detailed reports help managers identify coaching opportunities and recognise top performers.
Stronger customer outcomes — With the tools to track service levels, abandoned calls, and average queue times, customers can continuously improve the experience they deliver to their callers.
Akixi CX Analytics
Turn contact centre call data into measurable performance gains
Akixi CX Analytics gives VanillaIP Partners a powerful way to position contact centres as insight-driven, performance-led environments rather than just call-handling operations. Designed for Cisco BroadWorks environments, Akixi transforms live and historical call data into clear, visual dashboards that demonstrate value to customers from day one.
For contact centres, this means instant visibility of what matters most: how many calls are coming in, how quickly they’re answered, where calls are being missed, and how agents and queues are performing in real time. For Partners, it creates a compelling upsell that moves conversations away from price and towards outcomes, service quality and customer experience.
Key benefits
Prove performance instantly with real-time wallboards showing live queues, call volumes and agent activity.
Improve customer experience by identifying peak demand periods, abandoned calls and bottlenecks.
Support smarter staffing decisions using historical trends and call patterns.
Strengthen SLA conversations with clear, data-driven reporting.
Showcase ongoing value through intuitive dashboards customers actually use.
