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UCaaS for contact centres
Keep the queue moving. Keep the customer in context.
Bring your customer-service floor into one connected workspace: incoming calls and messages, agent assignment, supervisor tools and the follow-up behind every interaction.
Customer-service agents · Supervisors · Quality teams
Voice / Service queue
N
Contact centre
Team workspace
N
F
S
In queue
03
Active calls
05
Available agents
08
Voice queue
Service team
O
Omar Al Harbi
Connected · 02:18
H
Hind Al Qahtani
Waiting · 00:42
F
Fahad Al Otaibi
Waiting · 00:26
Inbound call · connected
O
Omar Al Harbi
Account enquiry · service team
02:18
Handling agent
Noura · customer service
Customer context stays with the call
The contact centre is a connected service operation.
Move beyond answering the next ring. Connect the arrival of an enquiry to the agent handling it, the supervisor supporting the floor and the team completing the request.
01
Receive with a route
Queues, IVR and connected digital channels.
02
Handle with context
Customer history, assignment and service records.
03
Supervise with visibility
Live floor activity and authorised support tools.
Give every queue its own operating rules.
Create the queues your service needs, assign their agents and monitor waiting calls, available agents and waiting time. Configure routing priorities and a supported fallback when the original route cannot answer.
Queue overview
Customer-service floor
Queue
Waiting
Available
General enquiries
03
06
Technical service
02
04
Billing enquiries
01
03
Overflow route
Customer service → authorised backup queue
Let the caller reach the right service before the first conversation.
Prepare your greeting and IVR options around the reasons people call. Connect each option to the relevant queue or department, and define the supported route outside working hours.
Business number
Welcome to customer service
One service floor, wherever the enquiry arrives.
Bring enabled channels into the unified inbox. Filter by channel and assignment, then let the service agent respond with the linked customer context. Channel-specific permissions and messaging rules still apply.
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The next agent should not start the conversation again.
Keep related contacts, accounts, conversations and tickets within reach. Review the interaction history before answering, use approved quick replies and record internal notes without sending them to the customer.
Service conversation · CS-417
Assigned to Majed
I called about this request yesterday.
Related request
SC-417 · awaiting a service update
Your previous contact is here. I will follow up with the responsible team.
Support the live conversation from the supervisor’s seat.
Authorised supervisors can use supported PBX monitoring tools within UCaaS: listen to the call, coach the service agent privately or join when the case needs direct support. Availability follows the enabled voice setup and role permissions.
01
Monitor
Hear the conversation before choosing how to help.
02
Whisper
Guide the agent without addressing the caller.
03
Barge-in
Join the conversation when authorised support is needed.
See where the service floor needs attention now.
Bring supported live queue and agent indicators into the wallboard. Follow waiting calls, missed calls and available team capacity; use the enabled queue, department or campaign views to focus the supervisor’s response.
Service floor
Queue: Customer service
Waiting calls
03
Active agents
10
Average wait
01:12
Follow-up requires attention
SC-309 · service target approaching
Answer, consult and transfer without losing the reason for the call.
Handle calls through the webphone with supported hold, mute and transfer controls. Use internal calls to reach the relevant colleague, and keep the customer’s requirement in an internal note or linked service record.
Customer call
Account activation enquiry
Internal consultation
Customer service → Account support
Handoff note
Identity checks completed; activation status needs review.
A conversation can end. Its service request still needs an owner.
Create a service ticket when the enquiry needs tracked work. Assign its owner, priority and status, then use supported SLA response and resolution targets, escalation rules and notifications to follow it through.
Service ticket
SC-309 · connection issue
Responsible team
Technical service
Priority
High
Status
In progress
Received
Request recorded and assigned
Service target
Response and resolution policy applied
Escalation
Supervisor notified under the configured rule
Review the conversation that explains the service outcome.
Review call recordings, interaction history and customer feedback together. Keep coaching points with the service context.
Call review · CR-581
Customer-service interaction
00:48 / 04:12
Review focus
The request was clarified before transfer.
Coaching point
Confirm the next contact and responsible team.
Customer feedback
Follow the enabled satisfaction survey.
Let AI handle the repeat question and prepare the human handoff.
Connect approved knowledge to enabled AI agents for initial service enquiries. Configure when the conversation moves to the service team, preserving the question and context when access, judgement or a customer-specific action is required.
Approved service knowledge
How can I update my contact details?
Initial guidance
Steps from the approved knowledge source
Agent handoff
Account-specific action → authorised service agent
Outbound contact has a service purpose, too.
Arrange a callback for an unanswered enquiry or coordinate planned outreach to an approved contact audience. Use enabled WhatsApp, SMS and calling campaigns with their supported schedules, templates and results; link incoming follow-up to the responsible service team.
Callback
Confirm the request status
Faisal · Service follow-up
Planned service update
Approved contacts and message
Schedule → send → review available results
Turn your service rules into a repeatable handoff.
Use labels and supported custom fields to record why the customer contacted you. Configure enabled workflow triggers, assignment and actions so the next team receives a classified request and a clear responsibility.
Enquiry classification
Billing · account reference recorded
Configured condition
Request needs the billing team
Assigned follow-up
Billing team · next action visible
Use live indicators for the shift. Use reports for the review.
Review the available call, conversation, message, ticket and campaign reports over the selected period. Filter and export supported data to understand missed calls, unassigned enquiries and outstanding service work.
Call activity
Incoming · outgoing · unanswered · recordings
Conversation handling
Open · unassigned · closed · channel filters
Service follow-up
Ticket status and enabled service-target reports
Outreach execution
Supported sending and calling campaign results
Each service role sees the work it is responsible for.
Configure teams and role permissions for agents, supervisors and administrators. Set your working hours and after-hours handling, and use authorised mobile access when a service handoff continues away from the desk.
Service agent
Assigned conversations and authorised service records.
Supervisor
Enabled floor visibility and supervision controls.
Administrator
Queue setup, teams, channels and access configuration.
Connect the service desk to your business records.
Define the supported account and contact mapping, reference fields, APIs and update events with your CRM, ERP or service system. Keep communication aligned with the authorised source and agree which service actions are included in the integration.
Business system
Account · service reference
Agreed mapping and events
UCaaS service desk
Conversation · responsible team · follow-up
A contact centre ready for service in Saudi Arabia.
UCaaS has full local hosting within Saudi Arabia. Prepare Arabic and English service replies, connect your supported local business numbers and configure the channels and permissions your centre needs.
Hosting
Full local hosting within Saudi Arabia
Supported local operators
STC · Mobily · Zain KSA · GO Telecom
Questions before setting up the service floor.
Can our agents handle calls and messages together?
Connect the enabled voice and digital channels to UCaaS. The unified inbox, linked customer context and assignment let the service team follow the enquiry under each channel’s supported rules.
Can supervisors listen, whisper and join a call?
These tools depend on the enabled PBX integration and supervisor permissions. Confirm the supported queue, call-control and supervision configuration for your centre during setup.
How do we track work after the customer interaction?
Create and assign a service ticket, record its priority and status, and apply the supported SLA targets and escalation rules. Keep the related conversation and next action available to the assigned team.
Can AI replace every service action?
Use enabled AI agents with approved knowledge and a defined handoff. Requests needing access, judgement or an authorised account action move to the relevant service team.
What should we prepare for a contact-centre demonstration?
Bring your queues, IVR options, service roles, connected channels, working hours, escalation rules and the customer or service references the team needs.
Build a centre where the next enquiry has a clear route.
Show us how your queues, service teams and follow-up work today. We will map the UCaaS channels, supervision tools and supported workflows to your operating model.