Solutions / Contact Center
Contact Center
A complete contact center built into your phone system.
Give your team call queues, live wallboards, CRM pop-ups and supervisor tools without buying a separate platform. We set it up, test it and support it for you.
Included in the Pro plan, $29.99 per month, billed annually.
Get every caller to the right person, faster.
Queues, routing and live stats work together, so callers spend less time waiting and less time repeating themselves.
Smart call queues
Skill-based routing, round-robin queues, IVR menus and callbacks distribute calls fairly and help you meet your service targets.
Know who is calling
The system looks up the caller ID in your CRM and opens the matching record when the call arrives.
Live wallboards
Managers and agents see waiting calls, answered calls, talk time and callbacks in real time.
Coach on live calls
Supervisors can listen in, whisper to an agent or barge in on a call for real-time quality control and training.
How it works
Calls, chats and texts handled in one place.
Queues that match how your team works
Agents log in and out of queues, set their status and track active calls. Queue strategies, hold announcements and callback options are configured around your staffing, so callers reach an available person sooner.
Voice and messaging together
The same team can handle phone calls, website live chat, SMS and WhatsApp, and every interaction is captured. Call and chat reports, login history and performance stats show how the team is tracking against its targets.
Why AVX Cloud
Set up, tested and supported by a local team.
A contact center is only as good as its call flow. AVX Cloud handles the setup and stays involved after go-live.
Planned around your calls
We start with your call volumes, your team and where callers get stuck today. Then we design the queues, routing and overflow rules with you.
Configured and tested for you
We build the queues, connect your CRM, set up wallboards and recording, and test the call flow before your team goes live.
Local support after go-live
Need a new agent added or a queue changed? Call or email our New Jersey team and we will make it.
FAQ
Common questions about the contact center.
Here are the questions we hear most often about call queues and contact center tools.
Still have questions?
Talk with our team and we'll walk you through how we'd support your business.
Talk to an Expert →Is the contact center a separate product?
No. It is part of your AVX Cloud phone system, so there is no separate platform to buy or manage.
Which plan includes it?
Contact center features are part of Pro, which is $29.99 per month, billed annually. Pro includes everything in Basic, plus advanced call queues, CRM integrations, call recording, advanced reporting, SLA tools, and custom call flows.
Which CRMs does it work with?
It includes preconfigured connections to Microsoft Dynamics, Salesforce, HubSpot, Zendesk, Zoho and others. Tell us which CRM you use and we will confirm what the integration supports.
Can we use it for both voice and messaging?
Yes. It supports voice, SMS, WhatsApp and website live chat, and captures every interaction.
Can supervisors monitor calls?
Yes. It offers call recording, plus listen in, whisper and barge in for real-time monitoring and training.
Does it work for remote agents?
Yes. Agents can log in to queues from the desktop, web or mobile apps, and managers can monitor queues and stats in real time wherever the team is working.
Related solutions.
The contact center works alongside the other features in your AVX Cloud phone system.
See talk time, wait times, missed calls and agent activity in detailed reports.
Answer website chats and customer texts from one inbox.
Answer routine support questions from your own FAQs and guides.
GET STARTED
Get a business phone system backed by local support.
From planning and setup to training and ongoing support, you get one team and a single point of contact.
- Up and running in less than 7 days
- Onsite and remote support across New Jersey
- Plans from $19.99 per month, billed annually
Talk to a New Jersey phone system specialist.
Tell us about your business and we'll be in touch.
RESOURCES
Insights for New Jersey businesses.
Practical guidance on business phone systems, VoIP, and AI-powered communication from our team.
