Call centre phone systems · Australia-wide
A call centre phone system queues, routes and reports on high volumes of calls, so each caller reaches the right agent and supervisors can see what’s happening. Databox Solutions sets up cloud call centre phone systems and supports them from our Brisbane and Melbourne offices.
Tell us how many agents you have and how calls come in. We’ll recommend a setup and quote the costs.
Free, no obligation (privacy policy). Prefer to talk? Call 1300 603 404.
The basics
A call centre phone system is a business phone system built for high call volumes. It holds callers in queues, sends each call to the right agent, and gives supervisors live wallboards, call recording and reports.
Ours is a cloud phone system, so there’s no phone system box on site. Agents work from desk phones, a softphone on their computer or a mobile app, in the office or at home.
It suits dedicated call centres, and busy reception, sales and support teams too.
Features
The tools a call centre needs, set up around your teams, hours and call flows. Available features depend on the platform and how it’s configured.
Sends each incoming call to the next available agent or team, based on rules you set, such as availability, skills or the number dialled.
Recorded prompts ask callers what they need, by keypad or speech, and route them. An AI receptionist can answer common questions, take messages and route callers after hours or 24/7.
Callers wait in line instead of hearing an engaged tone, with their position and an estimated wait time. They can choose a callback or leave a voicemail instead of holding.
Matches each caller to an agent with the right expertise, so fewer calls are transferred.
Supervisors can listen in, whisper to an agent or barge in on a live call. Recordings are encrypted, access is role-based, and recording can pause while a customer reads out card details.
Calls can be transcribed automatically, so supervisors search what was said instead of replaying recordings, and AI summaries record what was agreed.
Live wallboards show calls waiting and agents available. Reports cover call volume, average handling time and service level, with wrap-up codes, call categories and CSV exports.
Agents see the caller’s details before they answer, dial from the CRM with a click, and calls are logged automatically. Our platform integrates with Salesforce, HubSpot, Zoho, Pipedrive and Zendesk, among others.
Agents reply to customers by SMS or WhatsApp from your business number, in one portal, in the channel the customer chose.
Who it suits
Microsoft Teams
If your agents already work in Microsoft Teams, they can take calls there too. Teams Calling on its own has basic call queues. Connecting it to VoIP Express adds wallboards, real-time reporting, supervisor tools and queue management.
Our Teams work includes 1,500 Teams phone migrations for Suncorp (AAMI). Read what VoIP Express adds to Teams Calling.
Equipment
Agents on calls all day need a comfortable headset. We supply headsets from Jabra, Poly and Yealink, and Yealink and Poly IP desk phones for desks and reception.
Wired and wireless headsets for agents who spend the day on calls.
Comfortable headsets with noise cancellation and connection options for desk phones, computers and mobiles.
Clear audio and a comfortable fit, from the same brand as our Yealink desk phones.
Headsets designed for Microsoft Teams, with controls to answer, mute and end Teams calls.
For reception desks, a phone with plenty of busy lamp keys shows who’s free. The Yealink T85W supports up to 84.
How it works
A dedicated project manager runs the setup from scoping to go-live.
Your agents, numbers, call volumes, hours and the software you use.
Queues, menus, routing rules, callbacks and after-hours handling.
Costs and term set out before you sign.
Numbers ported, phones and headsets set up, every call flow tested.
Agents and supervisors trained, then supported by our Australian team.
Talk to our team about your call centre.
Why us
Our work includes more than 600 call centre handsets and 8,000 remotely managed headsets for Suncorp (AAMI), and voice for Healthia’s 1,000+ phones across 250+ sites.
Once you’re live, we change your queues and routing remotely at no extra charge, whether it’s a new menu option or an after-hours message.
We’re 100% Australian owned, with offices in Brisbane and Melbourne. Calls and logins are encrypted (TLS 1.3 and SRTP), call data stays in Australian data centres, and we’re ISO 27001 certified.
A call centre phone system handles high volumes of calls. It queues callers, routes each call to the right agent, and gives supervisors live wallboards, call recording and reports. Ours runs in the cloud, so agents can work from the office or from home.
No. Our call centre phone systems are cloud-based, so there’s no phone system box on site. Agents can use desk phones, a softphone on their computer or a mobile app. A good headset helps agents who are on calls all day.
Yes. Our platform integrates with CRMs and helpdesks such as Salesforce, HubSpot, Zoho, Pipedrive and Zendesk, so agents see caller details when a call arrives. We check your software during the design stage.
Recordings are encrypted, and access is role-based, so only the people you choose can play them back. Recording can pause while a customer reads out card details, and you decide how long recordings are kept.
Yes. Live wallboards show calls waiting and agents available, and reports cover call volume, average handling time and service level. You can export every metric to CSV.
Yes. With callbacks switched on, callers can choose to be rung back instead of holding, and the system calls them when an agent is free.
Yes. Agents log in to the same queues from a softphone on their computer or a mobile app, and supervisors see them on the same wallboards.
Yes. With VoIP Express connected to Teams Calling, agents take calls in Teams and you add wallboards, real-time reporting, supervisor tools and queue management.
Yes, in most cases. Eligible local, 1300 and 1800 numbers can be ported to the new system, and we plan the changeover with you.
It depends on the number of agents, the features you need and any integrations. We quote after looking at how your calls come in, and set out the costs and term before you sign.
Tell us how many agents you have and how calls come in today. We’ll design the call flows, plan the move of your numbers and quote the costs before you sign.
Call us on 1300 603 404 or fill in the form and our team will be in touch.
