Upgrade your contact centre solutions for the cloud era
Move to a future-proof, scalable, omni-channel platform that empowers your agents and delights your customers.
Contact Centre
Unlock the future of customer engagement with an intelligent, cloud-powered CX platform...
- Move to a scalable, omni-channel platform that connects every customer touchpoint and drives loyalty.
- Replace outdated systems with secure, AI-powered tools for faster service and real-time insights.
- Improve service quality and agent experience with intelligent routing, analytics, and automation.
- Say goodbye to common contact centre pain points – achieving security and compliance, problematic remote working, difficulty integrating with CRM, analytics tools and emerging technologies.
We partner with the leading contact centre technology providers:
Get in touch to speak with contact centre experts, demo the best-fit solutions and start your contact centre transformation:
Submit your details and we’ll be in touch shortly.
Core features & capabilities
Here are the capabilities you should expect from a robust contact-centre solution:
Cloud-native architecture – zero heavy on-prem infrastructure.
Routing and queue management – skills-based, priorities, omni-channel.
Built-in disaster recovery – geo-redundant, high availability.
Interactive Voice Response (IVR) and Automated Call Distribution (ACD).
Real-time analytics and reporting – live dashboards, trend tracking.
AI-powered features – bots, speech analytics, predictive routing.
Omni-channel support – voice, chat, email, SMS, social.
Security and compliance – PCI-DSS, data encryption, access controls.
Tailored solutions – built around your processes rather than generic fit-all.
Why upgrade now?
The contact centre landscape has changed faster in the past two years than the previous ten. Upgrading now means you stay competitive instead of catching up later.
- Customer expectations have shifted. People expect instant, consistent service across voice, chat, and social. Legacy systems can’t meet that without complex workarounds.
- Remote and hybrid teams are permanent. Cloud platforms let you support agents anywhere, with full visibility and performance monitoring.
- AI and automation are mainstream. Contact centres using AI-powered routing and self-service are already cutting wait times and improving satisfaction.
- Security and compliance rules are tightening. Regulations like PCI-DSS and data residency laws now demand stronger, auditable controls—built into modern platforms by design.
- Costs are rising for legacy infrastructure. Hardware maintenance, licences, and support contracts increase yearly while offering no new features.
- Innovation cycles are faster. Cloud vendors release new capabilities monthly, so you can adopt features without major upgrades.
Upgrading now means you’re not falling behind your competitors or having to react to customer or regulatory pressure later - you’re competitive and future-ready.
Why partner with Wavenet for contact centre solutions?
We have more than 30 years’ experience in designing, delivering and supporting contact centre and unified communications solutions for UK customers across every sector, partnering with all the leading contact centre vendors:
- Skills and experience – we have a large number of skilled engineers and consultants throughout the UK.
- End-to-end expertise – from business strategy to end-user support, delivering seamless customer migrations to scalable platforms and transitioning from legacy systems to futureproof technologies.
- Simple cost control – access to our free online account management portal, Wavenet MyAccount.
- Platinum and top-level partnerships – with leading contact centre and UC vendors such as 8x8, Zoom, Mitel, Five9, Content Guru, and RingCentral.
- Tailored training packages – for maximised end-user productivity with competitive, cost-effective communication options.
- Proven public sector deployment expertise – with registration on multiple PSN frameworks.
- 24/7 monitoring and SLA-backed service – fully PCI-DSS compliant, ISO/IEC 27001 certified hosting and operations.
Common drivers for our contact centre solutions:
Still on the fence? Here are just some of the ways our customers are already benefiting from modern contact centre solutions and our contact centre expertise...
Cloud migration from legacy systems:
Customers formerly running on-premises contact centres are enjoying rapid deployment, minimal hardware, remote agent support and scalable licences.
Future-proofing for growth:
Customers new to contact centre platforms or who already have a cloud solution are upgrading for more features and functionality (such as AI, omni-channel, deeper analytics).
To facilitate a hybrid or remote agent model:
Customers who need to accommodate agents working from home or across multiple-sites but needing a consistent experience with full control of routing and performance.
To accommodate seasonal scaling:
Some customers have sought the flexibility to handle seasonal spikes in activity, by being able to scale seats and channels up or down without paying for unused capacity.
Case studies
DVLA ultimately selected Wavenet’s fully integrated, AI-enabled, cloud-based communication solution, secured through the Lot 10 (Unified Communications) framework of Network Services 2.Wavenet’s solution, powered by Content Guru’s storm platform, was designed to integrate seamlessly with DVLA’s existing telephony and web channels. The transformation provided several features for the contact centre, aimed at enhancing both customer and employee experience.
Driver and Vehicle Licensing Agency
Solution deployed within 2 months.
Provides more accurate diagnoses, reducing the need for ambulance conveyance by 50%.
Connects patients to the best available outcome, making a first contact resolution 5 times more likely.
Scope - working across 32 local authorities and serving over 9 million people, NHS 111 London handles up to 100,000 urgent calls a week, 24/7, 365 days a year.
Insight – NHS 111 London now has a complete view of healthcare across the capital through real time and historical reporting capabilities.
NHS 111