Contact Centre Solutions
Route every call, message and chat through one queue, on a platform you can run in the cloud, on your own premises, or across both.
Request a quoteCalls, web chat and SMS in the same queue
Customers pick the channel that suits them at the time — a phone call on the way to work, a web chat at lunch, a text later that afternoon. A contact centre platform pulls those channels into a single queue and puts them in front of your agents on one screen, rather than leaving people to watch a phone, an inbox and a chat window separately. Supervisors get the other half of that picture: live queue activity and historical reporting on how the team is handling the volume.
No two contact centres are specified the same way, so we start with what you already run and what your customers actually do. Our contact centre consultants work through the requirement with you and scope a build around it, whether that ends up fully cloud-hosted, kept on your own premises, or a hybrid of the two. The telephony underneath can be Evonex, Gamma Horizon, Microsoft Teams calling or an on-premise NEC system — the right answer depends on where the rest of your estate sits.
What a contact centre build gives you
Voice and digital together
Agents handle phone calls and digital contact on one screen, instead of switching between a separate application for each channel.
Cloud, on-premise or hybrid
Deployment is your call — fully cloud-hosted, on your own site, or staged across both if you are moving in stages.
Performance you can see
Monitor how queues and agents are performing, so you can spot where contacts are backing up and staff the busy periods properly.
Who we work with
We are independent of any single network or vendor, so the recommendation follows the requirement.
Telephony platforms
Hosted, on-premise or Microsoft Teams — the right answer depends on the building, not on what we prefer to sell.
Network and vendor names and logos are the trademarks of their respective owners, shown to describe the services SCG Solutions supplies.
What we typically cover
- Requirement scoped with our contact centre consultants first
- Fully cloud, on-premise or hybrid deployment
- Voice and digital channels handled in a single queue
- One agent desktop across every channel
- Queue and agent performance reporting for supervisors
- Agents can be anywhere with a connection, not just the office
- Evonex, Gamma Horizon, Teams calling or on-premise NEC underneath
- SIP trunking and number porting so your existing numbers move across
- 24/7 UK-based support and a named local director
Contact Centre Solutions — Common Questions
Does a contact centre have to be in the cloud?
No. We deploy fully cloud-hosted, on-premise and hybrid contact centres, and the choice is yours. A hybrid model is common where a business wants to keep an existing on-site system running while it moves parts of the operation across.
What happens to our existing numbers?
They move with you. We port numbers onto SIP trunking so customers carry on dialling what they always have. This matters now because the UK PSTN and ISDN network switches off in January 2027 and stop sell is already in force, so any contact centre still sitting on old lines needs a plan.
Is there a minimum size of team?
No — the platform is sized to the team you have, from a small customer service desk upwards, and it scales as you add agents. On cloud and hybrid builds, agents can take contacts from home or another site rather than all sitting in one room.
More Telephony Solutions
- Evonex Hosted Telephony
- Microsoft Teams Calling with Fuse 2
- Microsoft Teams Calling Costs: Direct Routing vs an Operator Licence
- SIP Trunking
- On-Premise Telephony & NEC Phone Systems
- SIP Trunking vs Cloud Telephony
- Gamma Horizon Hosted Telephony
- Evonex vs Gamma Horizon
- The Big Switch Off — PSTN & ISDN
- Switching Business Telecoms Provider
- Business Telecoms Contract Renewal: What to Check Before You Sign Again
- Bundling Phone, Mobile and Internet: Is One Supplier Actually Cheaper?
- Call Recording for Business
- Number Porting: Keeping Your Number When You Change Supplier
- Out-of-Hours and On-Call Call Routing
- Hunt Groups and Call Queues
- Auto Attendant and IVR Menus
- Phone Systems Across Multiple Sites
- Alarm, Lift and Emergency Lines After the Switch Off
- Call Analytics and Reporting
- Seasonal Capacity: Paying for Your Peak Only in the Peak
Talk it through with someone who knows the platforms
Tell us how your team handles customer contact today and where it falls down. You will deal with a named local director, not a call queue, and we will scope the build around what you actually need. Get in touch to start the conversation.