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Acuity's call centre solutions let you manage agent and customer interactions easily

Acuity's VoIP-based call centre solutions enable you to manage agent and customer interactions easily, Increase efficiencies and overall productivity and track critical metrics and queue stats.

Inbound calling

Using QueueMetrics, a highly scalable monitoring and reporting suite that addresses the needs of thousands of contact centres worldwide, Acuity's inbound solution offers a broad range of integrated benefits:

  • Supports unlimited agents, queues and campaigns.
  • Available in multiple languages.
  • Compute over 180 metrics for calls, traffic, sessions.
  • Single and multiple reporting for queues/campaigns.
  • Weekly activity breakdown in days, hours.
  • Measure business targets against SLAs.
  • Measure staff performance on ACD/non­ACD activities.
  • Customizable QA forms for live/recorded call grading.
  • Complete performance reports by agent and by queue.
  • Listen to live/recorded calls also on multi­server setups.
  • Export reporting data to MS Excel, CVS, XML.
  • Detailed real­time activity reporting with definable alarms.
  • Listen to live calls remotely.
  • Available real­time Wallboard mode.
  • View agent screens via VNC screen­sharing server.
  • Restricted Visitor mode for external inspection.
  • Add/remove agents directly from Administrator screen.
  • Available extension module Agent Awareness (AGAW).
  • Integrated WebRTC Softphone
  • Compatible with any Asterisk version and configuration.
  • Compatible with Elastix 2, FreePBX and Thirdlane.
  • Agent Page - the innovative and minimalistic interface where agents can operate all their call centre functions with only one control icon.

Monitoring and reporting

Keeping a track of activity and productivity is essential in any call centre and Acuity's solution, using QueueMetrics-Live, is a monitoring and reporting cloud application that can track everything in your call centre: targets, conversion rates and all agents' activities. Benefits include:

  • Over 200 metrics for calls, traffic, sessions.
  • Embedded Softphones based on JsSIP. Just use your Browser or Smartphone and save on Voip Phones.
  • Configurable Wallboard, to keep always an eye on what is happening in your call center.
  • Support to up to 100 agents, unlimited queues and campaigns.
  • Compatibility with any Asterisk version and configuration.
  • Compatibility with Elastix and FreePBX.
  • Localization in multiple languages.
  • Icon: our Agent Panel to let your agents focus on their work, leaving the tracking stuff to our software.
  • Single and multiple reporting for queues/campaigns.
  • Weekly activity breakdown in days or hours.
  • Business targets measurement against SLAs.
  • Staff performance analysis on Automatic Call Distribution / non-ACD activities.
  • Customizable Question and Answer forms for live call grading.
  • Complete performance reports by agent and by queue.
  • Exportable reporting data to MS Excel, CVS, XML, PDF.
  • Detailed real-time activity reporting with definable alarms.
  • Multiple Customizable Real-time Wallboard mode.
  • Agent screens via VNC screen-sharing server.
  • Restricted Visitor mode for external inspection.
  • Add/remove agents function directly from Administrator screen.
  • Create automation using our HTTP/JSON API

Outbound calling

For businesses with an outbound call centre, Acuity's solution, using WombatDialer dialler software is highly scalable. With easy to use campaign management tools it boosts agents' productivity and improves your call centre campaigns with automatic dialling, queue recalls functions, call forwarding options, and different dialling modes including direct, reverse, preview, manual and predictive. Benefits include:

  • Works with your existing Asterisk PBX
  • Easy, automated installation
  • High scalability: from one to hundreds of outbound lines on multiple servers
  • Runs multiple prioritised campaigns in parallel
  • Pervasive security model with extensive auditing capabilities
  • Programmable handling of calls that do not complete
  • Easy to integrate through its HTTP API
  • Strong real-time monitoring capabilities
  • Runs locally - you do not have to depend on third-party services
  • Provides a set of "building blocks" so you can create custom-tailored solutions
  • Available in English, Russian, Spanish and Italian language
  • Free e-mail Customers Support within the license duration period
  • Free product updates within the licence duration period

Working in partnership

Acuity works in partnership with Loway to deliver its call centre solutions. Loway has been leading the way in the development of advanced software solutions for the Asterisk PBX, setting up modern standards for call centre performance measurement since 2004.

Wombat Dialer QueueMetrics Live QueueMetrics Loway