Cloud Voice Contact - Make it Easier to Connect to Your Customers

Improve the way your organisation connects with customers. Cloud Voice Contact is a cloud-based contact centre solution that works seamlessly with Cloud Voice, Webex and modern VoIP systems. It brings voice, email and webchat together to simplify business communication for both SME businesses and enterprise organisations.

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The Cost of Unreliable Customer Contact

When customers cannot get through—via phone, email or webchat—their frustration grows. Outdated VoIP, disconnected systems and legacy call centre software weaken your ability to respond quickly. Poor contact centre customer experience damages your reputation, impacts revenue and slows growth for both SME and enterprise organisations.

Pain Points:

  • Missed calls and slow responses from outdated inbound call centre software.
  • Customers forced to switch channels due to weak multichannel contact centre capability.
  • Lack of real-time insight from old call centre analytics software.
  • Weak compliance processes without call centre recording software.
  • High costs and complexity from traditional on-premise calling software for call centres.
  • Hard to support hybrid work without secure, cloud-based VoIP.

Take control of every customer interaction with Cloud Voice Contact, a cloud contact centre that is simple to manage and easy for your people to use.

See How Cloud Voice Helps Organisations Stay Connected

One in three customers will stop doing business with a brand they love after just one bad experience.

PwC, Future of Customer Experience, 2018

Discover Cloud Voice Contact

Cloud Voice Contact Centre is secure, flexible cloud call centre software built to work with Cloud Voice, Webex and modern VoIP platforms. It brings voice, email and webchat into one simple system designed to strengthen business communication for both SMEs and large enterprises.

 

Cloud Voice Contact Centre

Handle inbound and outbound calls with advanced queue management, skills-based routing and full call recording – all managed through a simple online portal. Built on Cloud Voice, it keeps your telephony secure, resilient and easy to scale.

Best for:

  • Organisations moving from on-premise phones to a cloud contact centre.
  • Teams who need reliable inbound and outbound voice channels.
  • Businesses that want to improve call handling without complex systems.

Benefits:

  • Improve first-call resolution with skills-based routing and smart queues.
  • Reduce missed calls with advanced queue management and callback options.
  • Protect quality and compliance with call recording and audit trails.
  • Scale at your pace with licences from 2–500 seats on flexible 30-day contracts.
  • Cut upfront costs with no major hardware or software rollouts.

Talk to us about Cloud Voice Contact

Cloud Voice Contact Omnichannel

Cloud Voice Contact Omnichannel makes it easy for customers to reach you however they prefer – by phone, email or webchat. Agents can handle all channels from a single, web-based interface and use a soft phone on any device via WebRTC, so your people can work securely from anywhere.

Best for:

  • Organisations that want to offer voice, email and webchat in one solution.
  • Customer service teams supporting hybrid or fully remote working.
  • Businesses that need a consistent customer experience across channels.

Benefits:

  • Offer true channel choice with voice, email, webchat and outbound SMS.
  • Support hybrid working with WebRTC soft phones and PC soft clients.
  • Keep customers updated with callbacks and queue updates.
  • React faster to demand with wallboards and live data for supervisors.
  • Stay responsive in any situation with a built-in disaster recovery plan.

Ask us about Cloud Voice Contact Omnichannel

Cloud Voice Contact Insight & CRM

Cloud Voice Contact Insight & CRM gives leaders the visibility they need to improve performance. With wallboards, live data, detailed management reporting and integrated CRM, you can track every interaction, understand customer journeys and help your teams work smarter.

Best for:

  • Contact centre and operations managers who need better reporting.
  • Sales and service teams who rely on CRM to manage customer relationships.
  • Organisations that want clear insight into all customer contact channels.

Benefits:

  • See everything in one place with real-time wallboards and dashboards.
  • Build detailed reports across voice, email and webchat in a few clicks.
  • Automate regular reporting with scheduled reports delivered to managers.
  • Improve productivity with ‘click to dial’ and automatic screen pops in CRM.
  • Understand performance with statistical analysis across teams and channels.

Discover Cloud Voice Contact

Making IT Work For You

Chess is one of the UK’s leading independent and trusted technology service providers, employing more than 240 skilled people across the UK, supporting over 18,000 organisations.

We believe IT should work for you, reduce costs, deliver efficiency, keep you secure, enhance your work-life balance, improving performance. At Chess, we’re passionate about our unique culture and our continuous investment in our people to be industry experts.

We’re extremely proud that our people voted us No.1 in ‘The Sunday Times 100 Best Companies to Work for’ list 2018, and we continue to celebrate more than 17 years in the top 100.

Frequently asked questions

Cloud Voice Contact is a cloud contact centre solution that works with Cloud Voice and Webex. It brings your voice, email and webchat interactions into one platform, so your teams can manage customer contact from anywhere using a browser and soft phone.

Cloud Voice Contact is designed specifically to integrate with Cloud Voice and Webex. It uses your existing cloud-based VoIP phone system and adds contact centre features such as skills-based routing, advanced queues, call recording and wallboards without the need for separate hardware.

Yes. Cloud Voice Contact supports WebRTC and PC soft clients, so agents can take calls and manage email and webchat from any location with internet access and a supported browser. This makes it ideal for hybrid and remote working.

Cloud Voice Contact supports inbound and outbound voice, email, webchat and outbound SMS. Features such as callbacks, auto attendant and advanced queue management help you manage these channels efficiently in one solution.

Cloud Voice Contact includes CRM integration, so you can record interactions by channel, view contact history and use ‘click to dial’ from your CRM. When a call comes in, the caller’s details can automatically appear on screen to help agents respond faster and more effectively.

Yes. Cloud Voice Contact is scalable from 2 to 500 seats and is available on flexible 30-day contracts. This makes it suitable for SMEs and larger enterprises that need a cloud contact centre solution which can grow and change with their organisation.

Speak to an expert

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