Omnichannel Contact Center

Omnichannel Contact Center

Unify customer interactions across multiple touchpoints with VoiceNEXT’s Omnichannel Contact Center. Utilize voice calls, SMS, email, live chat, and social media to fill communication gaps in the customer service experience, all managed through a single dashboard.

Omnichannel Contact Center

Omnichannel Contact Center

Unify the Customer Experience with the Power of Omnichannel

Omnichannel Contact Center


  • Make and receive calls using inbound, outbound, or blended calling modes
  • Enhance the customer experience with agent callback, freeing your customers from lengthy wait times
  • Utilize your existing CRM to maximize available customer data and assist with queue assignment within the voice channel
Omnichannel Contact Center


  • Boost engagement and improve communications with SMS messaging
  • Allows agents to receive a clear overview of their assigned customer messages
Omnichannel Contact Center


  • Improve the customer’s journey with full conversation history and overviews of 
assigned emails
  • Access and reply to emails directly from VoiceNEXT’s Communicator application
  • Unassigned emails are clearly displayed for easy allocation to an available agent at any time
Omnichannel Contact Center

Live Chat

  • Instantly engage customers through the Live Chat web module
  • Intelligent SmartBot connects your customers to the appropriate department with the click of a button
  • Easy file sharing & ability to rejoin the chat at any time
  • Agents receive a clear overview of all assigned chats for easy management and seamless transitioning between conversations

Seamless Management of All Communication Channels

Your Agents Can Enjoy a Clean Overview and Simple Management of Queues Across All Channels with Our Omnichannel Agent Panel that Delivers Real-Time Insights into Agent and Queue Performance.

  • Track the customer journey through each channel to find areas of improvement
  • Seamlessly switch between channels with the click of a button
  • Schedule, generate, and deliver custom reports with per-channel or blended criteria
  • Create pre-canned SMS and Email messages for rapid and efficient replies to commonly 
asked questions
  • Private messaging allows Agents & Supervisors to collaborate privately, allowing your team to rapidly react and address complex customer issues or challenging situations
  • Link history across multiple channels to an existing or new contact for unparalleled customer relationship management

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Omnichannel Contact Center

Dialer Feature

VoiceNEXT’s Omnichannel Contact Center offers a licensed dialer that allows lists of data to be uploaded to a database, after which an application runs and rapidly dials the list of numbers based on the preconfigured algorithm or settings enter by the administrator.

  • Agent interface displays the agent with important information regarding each call
  • Displayed information can be customized with Administrator access
  • Campaign feature allows the administrator to create lists of leads and associated Agents
  • The campaign will manage dialing the Leads and connecting them with the appropriate agents

Feedback Forms

Feedback forms allow agents to create forms, dispositions, and requests to capture additional information from customers. This information is then presented whenever the respective number is dialed from a dialer campaign, or when an inbound call is received in a queue.

Omnichannel Contact Center
Omnichannel Contact Center

Real-Time Agent Monitoring

Ensure that your contact center workforce is effective, efficient, and continuously delivering outstanding customer service. Using the Montior feature, you can listen-in on an active call to see how agents are performing or utilize the Whisper feature to actively speak with the agent without the caller knowing.

Contact Center Wallboard

The Contact Center Wallboard provides a snapshot of your call queues in real-time. The data is presented in a clean grid layout, so you can measure your contact center’s performance on the fly. The wallboard keeps agents and admins informed on all call center activities while allowing them to remain focused on other tasks.

Omnichannel Contact Center
Omnichannel Contact Center

Unlimited Queues

Queues efficiently route incoming calls to the agent or department with the most suitable skill-set. Some of its capabilities include Priority Routing, First In – First Out (FIFO), Queue Callback, Call Monitor, Call Barging, and much more.

  • Unlimited number of queues can be setup based on your organization’s needs
  • Operation times allow for custom routing based on the day of the week or time of day
  • Setup personalized on-hold messages and periodic announcements
  • Give your callers the option to receive an automatic callback, freeing up time for both your customers and agents

Contact Us to Find Your NEXT Call Center Solution

Omnichannel Contact Center

Call Recording

Easily set up call recording for all agents and quickly access them via a web browser. Improve customer satisfaction and ensure the quality of your service by playing-back or saving call recordings for future use. Setup archiving with Google Drive, Amazon, or Dropbox for unlimited retention of your records.

Omnichannel Contact Center

Customized Development

In line with our “white glove” onboarding approach, VoiceNEXT realizes that every business is unique. That’s why we customize our omnichannel contact centers to the specific needs of every customer. Need a specific feature that you don’t see? Just let us know and our team of skilled developers will design and implement the feature in a future release.

Omnichannel Contact Center


Access daily or monthly call statistics with east. Filter statistics by date, caller, or callee number. Generate reports based on communication channel, agent, or queue. Gain valuable insights in to employee performance and your customer’s journey as they navigate your contact center.

Omnichannel Contact Center

Multilingual GUI

Our web GUI is available in English, Spanish, or French, giving your administrators flexibility in international settings.

Omnichannel Contact Center

Monitor Page

A Campaign’s Monitor Page allows agents to see a full list of existing campaigns in the contact center and access real-time data. The monitor page is divided into three easy-to-understand sections , Calls, Agents, and Contacts, which are then subdivided for simple understanding of your call metrics.

Queues Statistics & Reports

Real-time queue statistics give you in-depth insight into agent activity and queue traffic. Access agents inbound and outbound call logs, missed calls, current occupancy, availability, and more. Reports can be displayed graphically, o exported as a PDF or CSV file.

Omnichannel Contact Center
Omnichannel Contact Center

IVR Statistics

The IVR Statistics report will give you a detailed summary of how your customers are navigating your IVR tree. Drill-down to Calls per-option, IVR Calls, and IVR Calls per-number. Further filter your IVR statistics by date range, IVR number, called number, caller ID, or destination.

Use Your Existing IP Phones

Our omnichannel contact center is fully compatible with most IP Phones on the market. Use the same extension on multiple devices with our shared call appearance feature. Increase efficiency for your IT team with touchless provisioning.

Omnichannel Contact Center
Omnichannel Contact Center

Headset Support

Keep your agents “hands-free” with a headset. Our omnichannel contact center is compatible with over 100 headsets from industry leading brands. Answer, hold, mute, or hang up a call, all from your headset. Increase agent productivity and maximize the capabilities of your contact center!

CRM Integration

Take advantage of all contact center features right from your existing CRM. Our omnichannel contact center integrates with most popular business apps, including Salesforce, SugarCRM, MS Dynamics, Zoho, Zendesk, Bullhorn, Vtiger, Pipedrive, Suite CRM, Hubspot, and more!

Omnichannel Contact Center

Archive Your Data in the Cloud

VoiceNEXT’s omnichannel contact center intregrates with Amazon S3, Google Drive, Dropbox, and FTP servers. Safely store call data and recordings, voicemail, and faxes in your own offsite location for future use and unlimited retention. Schedule uploading of your data automatically for handsfree management.

Speech to Text

Seamless integration with Google Cloud Speed-to-Text and IBM Watson (STT). Get text transcriptions of your voicemail messages sent to your email.


Stand out from the crowd with custom branding. Give us your logo and company colors and we will create a custom contact center just for your business.

Call Filtering

Reduce fraud and limit unwanted calls with call filtering. Automatically block anonymous calls or block specific numbers from reaching your business.

Omnichannel Contact Center

Online Self-Care

Lower your support costs and cut down on IT workload with our online self-care. Through the self-care portal agents and employees can access their personal extension dashboard to see their call reports, check voicemails, manage call forwarding, and much more.

Role-Based Management

System administrators can create groups and user-specific permissions, allowing for customized management of your contact center. Group users by Administrator, Site Admin, Operator, Manager, or Other Custom Groups to efficiently delegate the management of your contact center.

Omnichannel Contact Center
Omnichannel Contact Center

Secure Voice

Our omnichannel contact center greatly increases security by encrypting your calls using Transport Layer Security (TLS) and Secure Real-time Transport Protocol (SRTP). For additional security, we now support Let’s Encrypt SSL certificates.

Omnichannel Contact Center

API Support

Connect your applications to your contact center with VoiceNEXT’s simple and secure application programming interface (API). Access extensions, trunks DIDs, ring groups, IVRs, and more via 
HTTP protocol.

Omnichannel Contact Center

Activity Log

Track the date, time, and activity of each user accessing your contact center. This improves time management and allows administrators to know who has accessed specific files and made changes to 
the server.

Omnichannel Contact Center

Asterisk CLI

Securely and conveniently access the Asterisk command line interface (CLI) straight from your browser. Make changes and troubleshoot 
complex issues.

Why VoiceNEXT

Omnichannel Contact Center

Reward Winning Customer Support

Our award-winning customer support is here for you 24/7/365. Send us an email or give us a call to speak to a US-based representative. As a local family-owned company. We value the relationships with our customers, and care about your business as much as you do.

Omnichannel Contact Center

Solutions Tailored For Your Business

Whether your business is a start-up or a mid-size company, our business solutions are custom tailored for you business needs. Our services and devices are also scalable – as your business grows, your phone system easily grows with it.

Omnichannel Contact Center

Reliable & Proven Technologies

With neary 20 years in the business, our hosted PBX phone system provides reliable communications to our customers through tested and proved technologies, Local and geographic redundancy ensures you are always connected!

Omnichannel Contact Center

Time is Money, We Do Not Keep You Waiting

Unlike the “big box” phone companies, VoiceNEXT does not keep you waiting. Support tickets are handles quickly and calls to our support team are answered live. No more waiting in endless call queues or automated menus. We are here to help when you need it most.

VoiceNEXT | Your Next Phone Company