Omnichannel routing and agent desktop automation for contact centre operators and BPO providers.
Each one is purpose-built for contact centre operations rather than a generic template. They are set out in full below.
Intelligently route voice, email, chat, and social interactions to the right agent based on skill, availability, and customer priority, all from a single workflow engine.
When voice, email, webchat, and social media enquiries are handled in separate queues with different routing logic, customers experience wildly inconsistent wait times and often have to repeat themselves across channels. Supervisors lack a unified view of demand, making real-time staffing adjustments guesswork rather than data-driven decisions.
Channel silos
Each channel operates its own queue, meaning agents sit idle on one channel while another is overwhelmed.
Inconsistent SLAs
Without unified priority logic, high-value customers may wait longer on chat than they would on voice.
Context loss on channel switch
When a customer moves from webchat to phone, agents start from scratch because interaction history is not carried across.
Manual queue rebalancing
Supervisors must manually drag and drop agents between queues during spikes, wasting precious minutes.
Unified queue engine
All inbound interactions (voice, email, webchat, SMS, and social) enter a single prioritisation queue before being routed.
Skills-based routing rules
Define routing logic based on agent skill tags, language proficiency, customer segment, and real-time occupancy.
Real-time overflow triggers
Automatically redistribute interactions when queue thresholds are breached, without supervisor intervention.
Customer context pass-through
Carry CRM data, previous interaction summaries, and sentiment scores into the agent desktop on every handoff.
Live channel dashboard
Monitor wait times, abandon rates, and agent utilisation across every channel in a single wallboard view.
An inbound voice call, email, webchat message, or social DM is captured and normalised into a universal interaction record.
The system evaluates customer segment, enquiry type, SLA targets, and current wait times to assign a priority score.
The interaction is offered to the best-fit available agent based on skill tags, language, and current occupancy.
The agent desktop is populated with the customer record, interaction history, and any previous case notes before the agent accepts.
If no suitable agent is available within the SLA window, the interaction is automatically escalated or offered to a secondary skill group.
35%
Faster average speed of answer
Unified routing eliminates idle agents on quiet channels, drastically cutting wait times across the board.
20%
Reduction in repeat contacts
Context pass-through means customers no longer need to re-explain their issue after switching channels.
4x
Faster queue rebalancing
Automated overflow rules respond in seconds instead of the minutes it takes a supervisor to intervene manually.
Consolidate CRM, telephony, knowledge base, and case management into a single agent interface, eliminating alt-tabbing and reducing average handling time.
The average contact centre agent switches between six or more applications during a single interaction. Every alt-tab increases handling time, introduces data entry errors, and erodes the customer experience. New starters take weeks longer to become proficient because they must learn multiple disconnected tools.
Application switching
Agents alt-tab between CRM, telephony softphone, knowledge base, and ticketing systems dozens of times per call.
Duplicate data entry
The same customer details are keyed into multiple systems, increasing error rates and post-call wrap time.
Extended onboarding
New agents spend weeks learning disparate tools before they can handle live interactions confidently.
Single-pane agent workspace
Embed CRM data, call controls, case history, and knowledge articles into one browser-based workspace.
Bidirectional CRM sync
Updates made in the agent desktop are written back to your CRM in real time, eliminating duplicate entry.
Screen-pop on interaction arrival
The customer record auto-populates the moment an interaction is accepted, based on CLI, email, or chat handle.
Inline knowledge search
Agents search the knowledge base without leaving the interaction screen, with results ranked by relevance to the current case type.
Guided disposition codes
Post-interaction wrap is simpler with mandatory disposition fields that feed directly into reporting.
The agent accepts an inbound or outbound interaction from the unified queue.
The desktop auto-populates the customer record, previous interactions, open cases, and any pending actions.
The agent follows on-screen prompts, accesses knowledge articles, and updates case fields, all within the same view.
After the interaction, the agent completes mandatory disposition codes and any follow-up task creation in one step.
25%
Reduction in average handling time
Removing application switching and auto-populating customer data shaves significant seconds off every interaction.
40%
Faster new-agent proficiency
A single interface with guided workflows means new starters reach competency in days rather than weeks.
15%
Improvement in first-contact resolution
Inline knowledge search and full case history help agents resolve queries without callbacks or transfers.
Automate QA scoring, calibration workflows, and coaching actions so every interaction is evaluated consistently and improvement plans are tracked to completion.
Most contact centres evaluate fewer than 3% of interactions manually. The sample is too small to be statistically meaningful, QA scores vary between evaluators, and the gap between evaluation and coaching feedback can stretch to weeks, by which time the agent has already repeated the same mistakes dozens of times.
Tiny sample sizes
Evaluating 1-3% of interactions means quality issues go undetected for weeks or months.
Scorer inconsistency
Different QA analysts interpret the same scorecard criteria differently, undermining agent trust in the process.
Delayed coaching
Weeks can pass between an interaction and the coaching session, reducing the impact of feedback.
No audit trail
Spreadsheet-based QA lacks version history and cannot demonstrate compliance to regulators or clients.
Configurable scorecards
Build weighted scorecards with auto-fail criteria, section scoring, and conditional questions, all in a no-code builder.
Automated evaluation assignment
Distribute evaluations evenly across QA analysts, weighted by team, campaign, or interaction type.
Calibration workflows
Run calibration sessions where multiple analysts score the same interaction, then compare results to align standards.
Coaching action tracking
Automatically generate coaching tasks from failed evaluations and track completion through to sign-off.
QA trend reporting
Visualise quality trends by team, agent, question, and time period to pinpoint systemic issues.
Interactions are selected for evaluation based on configurable sampling rules: random, risk-based, or triggered by customer feedback.
A QA analyst completes the digital scorecard, with auto-fail flags and mandatory comment fields enforced by the system.
If the score falls below threshold or an auto-fail is triggered, a coaching task is automatically assigned to the agent's team leader.
The team leader delivers coaching, records notes, and the agent signs off, all tracked within SwiftCase.
QA managers review dashboards to identify recurring issues and adjust training programmes accordingly.
10x
More interactions evaluated
Structured digital scorecards and automated assignment let QA teams evaluate far more interactions in the same time.
60%
Faster evaluation-to-coaching cycle
Coaching tasks are generated immediately after a failed evaluation, not weeks later.
100%
Audit-ready QA records
Every evaluation, calibration session, and coaching action is time-stamped and stored with full version history.
Define clear escalation paths, automate tier routing, and track every escalated case to resolution, so no customer issue falls through the cracks.
When a frontline agent cannot resolve a query, the escalation process is often informal: a message in a group chat, an email to a manager, or a sticky note. Cases lose priority, ownership becomes unclear, and customers chase updates they never receive. For regulated services, untracked escalations create serious compliance exposure.
Informal handoffs
Escalations happen via email or chat with no structured tracking, making it easy for cases to be forgotten.
Unclear ownership
When multiple teams are involved, no single person owns the escalated case end-to-end.
SLA breaches
Without automated time tracking, escalated cases regularly breach internal and contractual SLA targets.
Tiered escalation paths
Define multi-level escalation routes (from team leader to department head to director) with automated triggers at each tier.
SLA countdown timers
Every escalated case carries a live SLA timer, with automated reminders and breach notifications sent to the case owner.
Automatic ownership assignment
Cases are assigned to a named owner at each escalation tier based on skill, availability, and current caseload.
Customer update automation
Trigger templated status updates to the customer at key milestones: acknowledgement, investigation, and resolution.
Escalation analytics
Report on escalation volumes, root causes, resolution times, and repeat-escalation rates by team and category.
An agent or automated rule triggers an escalation, capturing the reason, priority, and all interaction history.
The case is routed to the appropriate team leader or subject-matter expert based on category and skill match.
The case owner investigates, records findings, and takes corrective action, all within the case record.
Automated updates keep the customer informed at each stage, with the option for personalised messages.
The case is resolved, a root-cause category is recorded, and the case is closed with full audit history.
90%
Reduction in lost escalations
Every escalated case is tracked in a structured workflow with clear ownership and automated reminders.
50%
Faster escalation resolution
Automated routing and SLA timers ensure cases reach the right person immediately and are actioned promptly.
100%
Audit trail coverage
Every escalation action, ownership change, and customer communication is logged for compliance and reporting.
Consolidate operational, quality, and commercial KPIs into automated dashboards and scheduled reports, giving every stakeholder the right data at the right time.
Contact centre managers spend hours each week pulling data from multiple systems into spreadsheets, reconciling figures that never quite match, and formatting reports for different stakeholders. By the time a report is delivered, the data is stale and the opportunity to act has passed. Client reporting is equally painful, with bespoke formats consuming analyst time that could be spent on insight.
Manual data consolidation
Analysts pull CSV exports from telephony, CRM, QA, and WFM systems and stitch them together in spreadsheets.
Stale reporting
Weekly or monthly report cycles mean decision-makers are always looking at outdated data.
Bespoke client formats
Each outsourcing client demands a different report layout, multiplying the effort for BPO operations teams.
Unified data warehouse
Aggregate data from telephony, CRM, QA, WFM, and SwiftCase workflows into a single reporting layer.
Real-time dashboards
Live wallboard and management dashboards refresh automatically, showing KPIs like ASA, AHT, FCR, and CSAT in real time.
Scheduled report delivery
Configure daily, weekly, or monthly reports to be generated and emailed to stakeholders automatically.
Client-branded report templates
Create branded report templates per client with the exact KPIs, layouts, and commentary fields they require.
Trend and variance analysis
Automatically highlight week-on-week variances and long-term trends so managers focus on what has changed.
SwiftCase pulls data from connected systems (telephony CDRs, CRM records, QA scores, and WFM adherence) into a unified data layer.
Metrics are calculated using your defined formulas: ASA, AHT, FCR, CSAT, occupancy, shrinkage, and bespoke KPIs.
Live dashboards are updated in real time for supervisors, managers, and wallboard displays.
At configured intervals, reports are compiled using the appropriate template and delivered via email or portal.
80%
Reduction in report preparation time
Automated data aggregation and scheduled delivery eliminate hours of manual spreadsheet work each week.
Real-time
Decision-ready data
Live dashboards mean managers and supervisors act on current data, not last week's numbers.
100%
Client report consistency
Templated reports ensure every client receives accurate, on-brand data on schedule without manual formatting.
Replace abandoned calls and manual callback lists with structured, SLA-tracked callback workflows that ensure every customer is contacted at the right time by the right agent.
When callers abandon the queue or request a callback, the promise is often recorded on a spreadsheet or sticky note. Callbacks are missed, duplicated, or made at the wrong time. Each missed callback generates a repeat inbound call, inflating volumes and eroding customer satisfaction. For Ofcom-regulated outbound dialling, unstructured callback lists also create compliance risk.
Lost callback requests
Callbacks recorded in spreadsheets or emails are easily overlooked, especially during busy periods.
Wrong-time contact
Without scheduled slots, agents call customers at inconvenient times, reducing answer rates and satisfaction.
Duplicate outbound attempts
Multiple agents may attempt the same callback because there is no single source of truth for callback status.
Ofcom dialling compliance risk
Unstructured callback lists make it difficult to prove compliance with Ofcom persistent misuse regulations.
Structured callback queue
Every callback request enters a managed queue with customer details, preferred time, reason, and SLA deadline.
Time-slot scheduling
Customers choose a preferred callback window, and the system schedules the attempt within that slot.
Agent assignment rules
Callbacks are assigned to the original agent, a named case owner, or the next available skilled agent.
SLA and retry logic
Configure maximum attempt counts, retry intervals, and SLA deadlines with automatic escalation on breach.
Ofcom compliance controls
Enforce attempt limits, time-of-day restrictions, and CLI presentation rules in line with Ofcom guidelines.
A callback is requested via IVR, agent action, web form, or abandoned-call trigger, creating a structured callback record.
The system schedules the callback within the customer's preferred window and assigns it to the appropriate agent.
The agent makes the attempt, and the outcome (connected, no answer, voicemail, wrong number) is recorded.
If the customer was not reached, the system schedules a retry within configured rules. If connected, the case is resolved and closed.
95%
Callback completion rate
Structured scheduling and retry logic ensure virtually every callback promise is fulfilled within SLA.
30%
Fewer repeat inbound calls
Completing callbacks on time eliminates the follow-up calls customers make when promises are broken.
100%
Ofcom audit readiness
Every callback attempt, outcome, and timing is logged for regulatory compliance demonstration.
Deliver dynamic, branching call scripts that guide agents through compliant conversations, adapting in real time based on customer responses and case context.
Paper-based or PDF scripts cannot adapt to what the customer actually says. Agents either read robotically from a linear script, annoying customers, or go off-script entirely, creating compliance risk. Updates to scripts require reprinting or redistributing documents, and there is no way to know whether agents are actually following the latest version.
Linear scripts ignore context
Static scripts cannot branch based on customer answers, forcing agents to hunt through irrelevant sections.
Version control chaos
When scripts are updated, there is no guarantee every agent is using the latest version.
Compliance exposure
Without enforced scripts, agents may skip mandatory disclosures required by FCA, Ofcom, or PCI DSS regulations.
Dynamic branching scripts
Build decision-tree scripts that branch based on customer responses, case type, and data pulled from CRM.
Mandatory compliance steps
Mark script steps as mandatory so agents cannot progress until required disclosures or verifications are completed.
Inline data capture
Embed form fields within script steps so agents capture data as they go, eliminating post-call data entry.
Centralised version management
Update a script once and it is immediately live for every agent, with no redistribution or retraining required.
Script adherence tracking
Monitor which script paths agents follow, where they deviate, and which steps take the longest.
The appropriate script is loaded automatically based on the interaction type, campaign, or queue the agent is handling.
The agent follows on-screen prompts, with the script branching dynamically based on their inputs and customer responses.
Mandatory steps (such as data protection statements or identity verification) must be completed before the agent can proceed.
Form fields within the script capture case data in real time, writing directly to the underlying case or CRM record.
The script concludes with a summary screen and disposition code, completing the interaction record.
40%
Reduction in compliance breaches
Mandatory script steps ensure agents never skip required disclosures or identity verification procedures.
20%
Faster average handling time
Branching logic guides agents straight to the relevant path, eliminating time spent searching through irrelevant script sections.
Instant
Script deployment
Script updates are live for all agents the moment they are published, with no reprinting or redistribution delays.
Automate shift scheduling, break management, and adherence tracking so you always have the right number of agents in the right place at the right time.
Many contact centres still manage schedules in spreadsheets, relying on planners to manually balance shift patterns, holidays, training, and real-time demand changes. The result is chronic over- or under-staffing, excessive overtime costs, and agents who feel their preferences are ignored. When demand spikes unexpectedly, there is no systematic way to redeploy resources quickly.
Manual scheduling
Planners spend hours building and adjusting rosters in spreadsheets that lack demand-aware logic.
Over- and under-staffing
Without accurate forecasting, shifts are either overstaffed (wasting budget) or understaffed (breaching SLAs).
Adherence blind spots
Managers cannot see in real time whether agents are adhering to their scheduled activities.
Agent dissatisfaction
Rigid scheduling with no self-service options leads to high attrition in an industry already plagued by turnover.
Automated schedule generation
Generate optimised schedules based on forecast demand, agent skills, contractual hours, and preference rules.
Real-time adherence monitoring
Track whether agents are in the correct activity (on call, on break, in training) and alert supervisors to exceptions.
Shift swap and holiday requests
Agents submit swap requests and holiday bids through a self-service portal, with automated approval based on coverage rules.
Intraday reforecasting
When actual demand diverges from forecast, the system suggests intraday schedule adjustments to maintain service levels.
Historical interaction volumes are analysed to forecast demand by interval, channel, and skill group.
The system generates optimised schedules that balance demand coverage, agent preferences, and contractual rules.
Agents view their schedules, request swaps, and bid for holidays through a self-service portal.
During the operating day, the system tracks agent activity against schedule and flags exceptions to supervisors.
When demand deviates from forecast, planners receive recommendations to redeploy agents or adjust break times.
15%
Reduction in staffing costs
Demand-aligned scheduling eliminates unnecessary overtime and reduces overstaffing during quiet intervals.
25%
Improvement in schedule adherence
Real-time monitoring and automated alerts keep agents on-schedule throughout the day.
3x
Faster schedule creation
Automated generation replaces days of manual spreadsheet work with a schedule produced in minutes.
Capture, track, investigate, and resolve customer complaints within a structured workflow that meets FCA, Ofcom, and client-specific regulatory requirements.
Regulatory bodies including the FCA and the Financial Ombudsman Service require firms to log, acknowledge, investigate, and resolve complaints within strict timeframes. Contact centres handling financial services, utilities, or telecoms calls must demonstrate a reliable complaints process with full audit trails. When complaints are tracked in spreadsheets or generic ticketing systems, deadlines are missed, root causes go unanalysed, and the organisation is exposed to regulatory action.
Missed regulatory deadlines
FCA rules require acknowledgement within set timeframes and final response within eight weeks; spreadsheets cannot enforce this.
Inconsistent categorisation
Without structured taxonomy, complaints are categorised differently by different agents, undermining root-cause analysis.
Poor audit trails
Regulators and clients expect a complete record of every action taken on a complaint, which is difficult to produce from email threads.
Regulatory-compliant workflow
Pre-built workflow stages (logging, acknowledgement, investigation, resolution, and closure) aligned with FCA complaint handling rules.
Deadline tracking and alerts
Automatic SLA timers count down to acknowledgement and final response deadlines, with escalation on approaching breach.
Structured complaint taxonomy
Enforce consistent categorisation using configurable complaint types, root causes, and product/service codes.
Root-cause analysis reporting
Aggregate complaint data by category, product, team, and time period to identify systemic issues and trends.
Automated customer correspondence
Generate acknowledgement letters, holding responses, and final response letters from templates with merge fields.
The agent captures the complaint using a structured form with mandatory fields for category, product, and customer impact.
An automated acknowledgement letter is generated and sent to the customer within the regulatory timeframe.
The complaint is assigned to an investigator who reviews interaction recordings, case notes, and system data.
The investigator records the outcome, any redress offered, and generates the final response letter for customer sign-off.
The complaint is closed with a root-cause code and fed into trend reporting for continuous improvement.
99%
Regulatory deadline compliance
Automated timers and escalation rules ensure acknowledgement and final response deadlines are met consistently.
50%
Faster complaint resolution
Structured workflows and automated task assignment eliminate the delays caused by manual handoffs.
100%
FCA-ready audit trails
Every action, communication, and decision is logged with timestamps and user attribution.
Automate secure payment workflows, DTMF masking controls, and compliance evidence collection so your contact centre meets PCI DSS requirements without slowing agents down.
Contact centres that take card payments are in scope for PCI DSS compliance. Agents who hear, see, or transcribe card numbers create data exposure risk. Call recordings that capture DTMF tones or spoken card details must be managed carefully. Without automated controls, organisations rely on agent discipline and manual pause-resume recording, an approach that auditors and acquirers increasingly reject.
Agent exposure to card data
Agents who see or hear full card numbers are a compliance liability and a social engineering target.
Recording management
Manually pausing and resuming call recordings during payment capture is error-prone and leaves gaps in QA coverage.
Audit evidence gaps
Proving PCI DSS compliance requires documented controls and evidence, which are difficult to produce from manual processes.
Scope creep
Without clear boundaries, the entire contact centre environment remains in PCI DSS scope, increasing audit cost and complexity.
DTMF masking integration
Integrate with DTMF suppression solutions so card digits are captured directly by the payment gateway without reaching the agent or recording.
Secure payment workflow
Guide agents through a compliant payment process with on-screen prompts and automated recording controls.
Compliance evidence collection
Automatically log every payment interaction with timestamps, masking confirmation, and outcome for audit purposes.
Scope reduction documentation
Document network segmentation and data flow controls that reduce the PCI DSS scope of your contact centre environment.
Self-assessment questionnaire support
Generate evidence and control documentation that maps to PCI DSS SAQ requirements for your annual compliance review.
The agent triggers the secure payment workflow from the agent desktop when the customer is ready to pay.
The system activates DTMF suppression so card digits entered by the customer are routed directly to the payment gateway.
The payment gateway processes the transaction and returns a success or failure result to the agent desktop.
The interaction record is updated with payment outcome, masking confirmation, and a timestamp, all stored for audit.
100%
Payment interactions compliant
Every payment follows the secure workflow with DTMF masking and automated recording controls.
70%
Reduction in PCI DSS scope
DTMF masking and network segmentation remove the agent desktop and call recordings from PCI DSS scope.
Zero
Agent exposure to full card data
Agents never see, hear, or transcribe complete card numbers, eliminating the primary social engineering risk.
Tell us the one process causing the most pain and we will tell you whether it fits a 30-day pilot, and what the scope and fixed price would be.
