What this does

For businesses running a team of agents rather than a handful of extensions, Bluehubcloud PBX’s Omnichannel Contact Centre turns call handling into a managed operation — the right call to the right agent, measured, reported on, and improved over time.

Requires a Bluehubcloud Omnichannel Contact Centre licence, which runs on its own platform.

What’s included

  • Skill-based and smart queue routing — calls reach the agent best placed to handle them, not just whoever’s free first.
  • Agent management — organise agents into groups, set pause reasons and project codes, and give supervisors real-time visibility into who’s available, busy, or on a call.
  • Outbound Dialer campaigns — run structured outbound calling campaigns instead of manual dialling, with agents fed calls automatically.
  • Live monitoring and reporting — real-time queue and agent dashboards, plus 40+ built-in reports covering everything from call volume to agent performance. Your Bluehubcloud PBX records and transcribes the calls; the summaries and business insights built on those transcripts are delivered by Business Insights, our analytics platform (requires a Business Insights subscription) — see What is Business Insights, and how does it work with Bluehubcloud PBX?.
  • Customer feedback — voice and post-interaction satisfaction surveys, and feedback forms attached to queue or campaign calls, so you can measure the experience, not just the volume.
  • Screen-pop and CRM context — an agent’s screen can automatically show relevant caller information the moment a call connects.
  • Recording and quality review — queue calls can be recorded, reviewed, and pulled up individually for coaching or dispute resolution.

Why it matters

This is the difference between a phone system and a contact centre: instead of hoping the right person picks up, calls are actively managed, measured, and improved — and you get the reporting to prove it’s working.

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Get started

Already with Bluehubcloud? Log a ticket and we’ll set it up for you. Not yet a customer? Reach out to our sales team to see it in action.