OMNICHANNEL EXPERIENCE
Stop making your customers wait. Connect them to the right agent, on the right channel, instantly.
UNIFIED AGENT DESKTOP
One single interface for Voice, Email, Chat, and Social Media
Fragmented systems kill productivity. If your agents are alt-tabbing between a phone system, an email inbox, and a CRM, they are wasting time. Dragonfly CCaaS brings every communication channel into a single “pane of glass,” allowing agents to handle multiple interactions simultaneously without losing context.
Omnichannel Queuing
Whether a customer calls via VoIP, emails support, or messages via WhatsApp, they all land in one prioritized queue. Agents can switch between channels instantly without hanging up.
Smart CRM Integration
Connect with Salesforce, HubSpot, or Dynamics 365. When a customer calls, their profile and order history "Screen Pop" onto the agent's screen automatically before they even say hello.
OMNICHANNEL EXPERIENCE
Stop making your customers wait. Connect them to the right agent, on the right channel, instantly.
01
Unified Agent Desktop
No more tab-switching. Agents handle calls, emails, WhatsApp, and live chat queries from one intuitive screen, boosting productivity.
02
CRM Integration
Screen Pop" functionality instantly displays caller details from Salesforce, HubSpot, or Dynamics 365 before the agent even answers the phone.
03
Intelligent IVR & AI
Use smart routing and AI chatbots to answer simple queries automatically, freeing up your human agents for complex issues.
04
Live Analytics
Monitor wallboards in real-time. Track queue times, abandonment rates, and agent performance to make data-driven staffing decisions.
OPERATIONAL EXCELLENCE
Optimise performance across your entire support team.
Live Supervisor Tools
Coach your agents in real-time. Use "Listen, Whisper, and Barge" modes to guide staff through difficult calls without the customer hearing a thing.
Skill-Based Routing
Stop random call distribution. Intelligently route customers to the best-suited agent based on language, technical skill, or previous interaction history.
Hybrid Working Ready
Your contact centre is no longer a physical room. Agents can log in securely from home via our mobile app or browser, maintaining full compliance and productivity.
MEASURABLE IMPACT
Drive efficiency and reduce operational costs.
Dragonfly CCaaS doesn’t just manage calls; it optimises them. By unifying your communication channels into a single interface, our UK clients typically see immediate improvements in agent productivity and Customer Satisfaction (CSAT) scores.
35%
Increase in First Call Resolution (FCR)
50%
Reduction in Agent Admin Time
99%
Platform Uptime Guarantee
100%
MiFID II & PCI Compliant
Supervise & Coachfrom Anywhere
Managing a remote or hybrid customer service team is a challenge. Dragonfly CCaaS gives you total visibility.
Stop tab-switching
Our platform integrates natively with 60+ tools like Microsoft Teams and Salesforce to centralise your entire workflow instantly.
Turn data into loyalty
Your contact centre shouldn’t be an island. By integrating with your CRM (Customer Relationship Management) software, you turn every call into a personalized experience.
Seamlessly. Dragonfly CCaaS comes with pre-built “click-to-configure” integrations for major platforms like Salesforce, Microsoft Dynamics, HubSpot, and Zendesk. This allows for instant “Screen Pop” (showing customer details) and automatic call logging without expensive custom coding.
Yes. Our solution is 100% cloud-native. Agents can log in via a web browser or our mobile app from anywhere with an internet connection. They get the exact same interface, recording compliance, and security features as they would in the office.
Absolutely. We support full GDPR, MiFID II, and PCI-DSS compliance. You can pause recordings automatically during credit card payments and store all encrypted data in Tier-1 UK data centres to satisfy data sovereignty requirements.
Unlike traditional on-premise hardware which can take months, a Cloud Contact Centre can be deployed in days. We can configure your IVR flows, port your numbers, and train your staff remotely, ensuring a smooth transition with zero downtime.
A Call Centre handles only voice calls.[1] A Contact Centre (CCaaS) handles Voice, Email, Webchat, WhatsApp, and Social Media in one single queue. This allows you to serve customers on their preferred channel without silos