The Intelligent Contact Centre Platform

Smarter Calls. Deeper Insights. Better Outcomes.

One browser-based platform for outbound dialling, inbound queues, omni-channel messaging, AI-driven quality assurance and live performance intelligence — built for sales and service teams who measure everything and waste nothing.

0%Calls Recorded AIScored Quality 0Contact Channels 0+Manager Reports LiveReal-Time Data ZeroSoftware Installs
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Is your existing contact centre software...

- Over-Complicated? It takes too long to onboard and train new staff?

- Difficult to Manage? Reports and analytics don't tell you what you need to know. You have to jump around the system to find what you need? If you can find it at all...

- Slow Support? Your existing support is too slow to fix issues or takes too long to upgrade your workflows, add data or new staff?

- Expensive Licensing? Are you tied-in to expensive licensing and inflexible contracts? Are you paying for more agent licences than you're currently using?

Is it time to try the APEX way?

frustrated call centre manager
Why Apex

What Apex Delivers

Apex brings enterprise-grade telephony, omni-channel messaging and applied AI together in one browser-based system — six core outcomes, one login.

01

Agent Productivity

Predictive dialling and SmartDial strategies keep agents talking to the right people. Idle time drops, conversations per hour rise, and every shift is worth more.

02

Intelligence as Standard

Every call is transcribed, sentiment-scored, summarised and quality-scored automatically. Insight is built in, not sold as an add-on module.

03

True Omni-Channel

Voice, SMS, WhatsApp, email, live chat and web forms are handled in one agent workspace and reported through one set of dashboards.

04

Complete Visibility

Live wallboards, real-time agent and campaign monitors and a deep historical report suite mean nobody has to guess what happened today.

05

Compliance & Assurance

100% call recording, DNC and suppression management, automated QA scoring and a full admin audit trail keep you evidence-ready at all times.

06

Motivation & Retention

The built-in Agent League turns daily KPIs into levels, milestones and leaderboards — making progress visible and keeping good agents engaged.

One system instead of six

Most contact centres run a separate dialler, phone system, messaging tool, recording archive, QA spreadsheet and reporting stack — none of which talk to each other. Apex replaces all of them: outbound, inbound, SMS, WhatsApp, email, recording, transcription, QA, wallboards and 50+ reports share the same data, the same agents and the same login.

Scales with your ambition

Whether you run a ten-seat outbound team or a multi-site, multi-channel operation of several hundred agents, Apex behaves the same way. Adding a campaign, a queue, a channel or a whole new team is a configuration change, not a project.

One Platform, Every Discipline

Included as standard

Predictive DiallingProgressive & Preview DiallingManual DiallingIVR Call MenusACD QueuesDDI ManagementSMS & WhatsAppEmail InboxLive ChatCall RecordingAI TranscriptionAutomated QA ScoringAgent League & WallboardsLive CoachingSmartDial StrategiesData Flow AutomationLead Import & De-duplicationDNC & SuppressionCustom Fields & Form BuilderCall ScriptsCallback ManagementREST API & WebhooksUser Groups & PermissionsAdmin Audit Log
Outbound Sales Teams

High-volume dialling with predictive pacing, SmartDial lead blending, caller-ID health monitoring and disposition-driven automation.

Inbound Service Teams

IVR menus, ACD queues, DDI routing and callback scheduling, backed by service-level and abandon-rate reporting that tells you exactly when to staff.

Blended Operations

Agents move between outbound campaigns, inbound queues and messaging channels in the same session, one shared reporting and quality framework.

Everything Inside Apex

All the features you need. None of the things you don't.

Ten feature groups, one shared platform — the same agents, the same data, the same login throughout.

The Agent Desktop

ZeroInstalls AnyLocation LiveOwn Stats

A zero-install, browser-based workspace where the softphone, call script, web form, callbacks and each agent's own live stats all sit on one screen. A new starter needs a browser and a login — no build, no image, no IT ticket.

  • Dial Next, manual dial and DTMF for sensitive contacts
  • One-click transfer to a colleague, queue or external number
  • Light and dark themes for day and overnight shifts

Predictive & Progressive Dialling

4Dialling Modes LivePacing Control 100%Recorded

Predictive, progressive, preview and manual dialling — switchable per campaign, with live pacing, hopper management and caller-ID health tracking. Every parameter can change mid-campaign, no restart required.

  • Multiple caller IDs per campaign, with rotation and health scoring
  • Time-zone aware dialling and abandoned-rate protection
  • DNC scrubbing and suppression applied before a record is dialled

SmartDial & Data Flow Automation

7Action Types 60sFlow Cycle FullAudit Log

SmartDial decides which record an agent speaks to next, blending lead lists by priority and calling window. Data Flows decide what happens afterwards — SMS, email, CRM or webhook — automatically, on any call outcome.

  • Rule-based lists blended by priority and percentage share
  • Triggers on disposition, attempt count, date or list
  • Multiple actions per rule, every one logged

Inbound Queues, IVR & Routing

FullSLA Reporting LiveQueue View 100%Recorded

IVR menus, ACD queues and DDI-level routing configured in the same manager as your outbound campaigns, backed by service-level, abandon-rate and hour-of-day demand reporting that tells you exactly when to staff.

  • Skills-based queue access and priority routing
  • Callback scheduling from any inbound call
  • Auto-refreshing wallboard for the queue floor

Live Wallboards & Supervision

3Wallboard Apps 10sStat Refresh WhisperLive Coaching

Self-refreshing agent and campaign views, plus full-screen wallboards built to run unattended on the call-centre floor. Silently monitor any live call, or whisper-coach an agent without the customer knowing.

  • Colour-coded agent cards or a dense sortable table
  • Silent monitoring and whisper coaching
  • Force logout, with a full audit trail of who did it

Agent Gamification

5Levels 25Milestones MonthlyReset

Everyday KPI activity becomes levels, milestones and a live leaderboard. The Agent League resets on the 1st of every month — a slow month is never permanent — while a persistent career rank rewards agents who perform season after season.

  • Five levels per season, with an advancing points multiplier
  • 25 fully editable milestones, five per level
  • Bronze to Platinum career rank, persistent across every season

Recordings, Transcription & Auto QA

100%Transcribed AIScored FullAudit Trail

Every call is recorded, transcribed, sentiment-scored and summarised automatically, then rated against your own QA criteria — so quality assurance covers 100% of calls, not a sampled handful.

  • Search by agent, campaign, disposition, surname or postcode
  • AI score with a written reason; human override retained for audit
  • Click-to-seek transcripts, synchronised to the audio

AI Assistant

LiveData Context ChatPlain English AuditEvery Change

Ask Apex a question in plain English — "who was the top agent this week?" — and get an answer grounded in your own live data. Hand it an admin job, like building a campaign or importing leads, and it does the work with a confirmation step first.

  • One-click AI summaries turn a report grid into a written analysis
  • Conversational lead import with automatic column mapping
  • Every chat saved, every change written to the audit log

Omni-Channel Messaging

6Channels 2-WayMessaging AutoLead Matching

Voice, SMS, WhatsApp, email, live chat and web forms handled by the same agents, in the same workspace, reported through the same dashboards — not a bolted-on side tool with its own numbers and its own team.

  • Shared inbox: assign, transfer and reassign mid-thread
  • Automatic lead matching ties messages to the customer record
  • A disposition can trigger a follow-up text or email automatically

Reporting, Admin & Integrations

50+ Reports RESTAPI FullAudit Trail

More than fifty manager reports cover agents, campaigns, queues, messaging, recordings and quality — all filterable and exportable, backed by outbound webhooks and a complete admin audit trail.

  • Granular, per-function user group permissions
  • Connect any CRM or business system over HTTP
  • Built-in, searchable user guide for every page and field

Flexible Pricing.

Outstanding Support.

Flexible monthly pricing that moves up and down according to the number of agents using the system.

No long term contracts or tie-ins, giving your business maximum flexibility.

UK based support team with a dedicated account manager for every client, no matter how big you are.

Rapid Onboarding & Training, you can be online and making calls in one business day.

happy contact centre staff

See Apex running on your own data

We'll walk you through the platform against a real campaign, show you the reports that matter to your operation, and give you a straight answer on what it would take to move.

Book a Demonstration

Every Feature. One PDF.

Get the full 2026 Apex Contact Centre Platform brochure — all ten feature areas, stats and the complete report library.

Download the Brochure

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