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An orange circle with a white 'V' next to the text "vanillaIP" in bold white letters on a black background.
An orange circle with a white 'V' next to the text "vanillaIP" in bold white letters on a black background.

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. 

  • This image shows a live chat interface with an ongoing conversation between a customer service representative and a user, featuring text exchanges about a product inquiry, alongside a sidebar listing recent chat interactions.
  • Dashboard displaying call center metrics with sections in colored boxes showing "Answered Calls," "Abandoned Calls," "Calls in Queue," "Longest Queue Time," "Average Queue Time," and "Current Average," all with a value of zero, and an area listing agents with a table below.
  • A computer screen displaying a detailed call center performance dashboard with a bar chart illustrating incoming and outgoing call data over time, and a table listing call details including time, duration, type, and destination.
  • The image displays a call center dashboard featuring statistics such as total calls, answered calls, average talk time, and queue status, prominently branded with the VanillaIP logo.
  • The image shows a user interface of the Uboss platform, specifically the "Reports" section, listing various report options such as ACD Call Details, Agent Summary, Call Events Summary, and Heat Map, each with brief descriptions and icons for easy navigation.
  • A dashboard displays various call center metrics, including "Inbound Calls" at 1901, "Inbound Answered" at 418, "Inbound Calls (Service)" at 1901, "Inbound Abandoned" at 1483, "Outbound Calls" at 609, with "Overflowed Off" at 0, alongside total talk time of 22:58:10 and average talk time of 00:01:33, providing a comprehensive real-time overview of call activities.
  • The screenshot shows the ACD Call Logs page of the Uboss system, displaying a table with detailed information about call activities, including time, queue, agent, direction, caller ID, and call status, with options to delete or download recordings.

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.

  • The image depicts a computer screen displaying a call center dashboard with statistics such as total calls, average wait time, and overall queue statistics alongside a search bar and company logo.
  • This image displays a dashboard interface for a customer support system, featuring tables with user metrics like average call time, email queue metrics, and a detailed list of customer contacts with associated data such as name, email, phone number, and status, all organized within a clean, white and gray layout.

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.

  • Inbound and outbound call metrics dashboard displaying data: 3,265 inbound calls, 615 answered, 3,265 service-related, 2,650 abandoned, 0 overflowed, 1,029 outbound calls, 36 hours of total talk time, and average talk time of 1 minute 34 seconds.
  • A detailed call analysis report displaying a bar chart of inbound and outbound call volumes by date, featuring diverse call statistics and data columns such as time of call, ring time, call type, and calling numbers below the chart, indicating communication trends in an office setting.
  • Dashboard displaying call center statistics: "Inbound Calls" at 3292, "Inbound Abandoned" at 2663, "Avg Answer Time" at 29 seconds, and "Avg Abandoned Time" at 2 seconds, with a list of agents and real-time call details below.