Atereo Contact Centre 

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Atereo Contact Centre helps you cut callers’ waiting time and improve your service to callers. It also helps reduce call handling time, allowing your Agents to answer more calls.   

Problems Addressed  

Your existing contact centre might be old and costing you a lot to maintain.

You want to get the benefits of VoIP technology but you can’t afford to replace your existing network.

Where your agents transfer incoming calls to colleagues, any inability of calls to be returned properly wastes time and causes caller frustration.

Email, Facebook and Twitter feeds are only available, if at all, as part of a costly upgrade to the latest version of your existing contact centre.


With Atereo Contact Centre you can save money on both equipment and staff while improving performance and service. 

Atereo Contact Centre works with all major VoIP and traditional phone systems and is a modern alternative to proprietary systems.

With Atereo Contact Centre, you get the benefits of VoIP technology without replacing your existing network. 

Atereo Contact Centre is telephone system-independent and does not tie you in to a particular manufacturer or proprietary technology.

Atereo Contact Centre provides a simple user interface; the screen shows what is needed for the current task.

The information presented on Atereo Contact Centre can be customised to individual agents’ needs.

Atereo Contact Centre can be configured with custom IVRs to route calls more effectively and reduce callers’ waiting time. 

Atereo Contact Centre handles returned calls better.

Atereo Contact Centre provides improved agent productivity and better service for callers.  

 Features and Benefits: 

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 queue salutations 

 In the Atereo Contact Centre, queues can be configured to prompt the Agent to answer with different greetings. This is useful where calls need to be answered differently, such as in a multi-tenant environment. 

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 queue announcements

 The Atereo Contact Centre can be configured to play customised welcome messages and in-call announcements for each individual queue. These messages provide callers with reassurance and reduce the number of abandoned calls.  

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  skills-based routing 

 The Atereo Contact Centre can be configured with a number of different queues, allowing calls to be routed based on the services callers require. This allows incoming calls to be handled more effectively, being routed to the most appropriate Agent. 

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vip queues

 The Queues in the Atereo Contact Centre can be configured so that your most important calls are prioritised. VIP callers receive better service because their calls are answered first. 

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 queue alarms 

 The Atereo Contact Centre has predefined thresholds for the number of calls in a queue and the length of time a call has been waiting. If these are breached, this can be highlighted to the Agents and to the Supervisor, allowing action to be taken immediately. 

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  caller identity 

 When a call is received by an Agent, an automatic lookup displays information about the caller, such as his or her name. This allows the Agent to offer incoming callers a more personal service. 

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 returned calls

 With the Switchboard Option, if a call is returned to the Agent because the destination does not answer, the Atereo Contact Centre automatically provides the Agent with details of the extension the caller was trying to contact. This allows the Agent to handle the call in a more professional manner. 

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 historical performance statistics 

 The Atereo Contact Centre provides comprehensive historical performance statistics on each individual Agent. This information is vital in managing the contact centre effectively and ensuring that performance targets are met. 

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 supervisor wallboard 

 With the Supervisor Wallboard Option, a large plasma display shows the current state of the queues, the call answering performance and the status of the Agent. This information can also be displayed on a Supervisor's PC and helps with the effective management of the Contact Centre. 

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 call recording 

 With the Call Recording Option, the recording is automatically made from the beginning of the call. So, if the Agent realises mid-call that it needs to be recorded, say because of a threat, he or she just clicks on the record button and the full recording will be available. 

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 social media and email 

 All social media and email interactions are logged, providing Contact Centre Managers with a full audit trail, showing when a request was received, who responded to it and when the response was made.

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 reduced user interface 

 With the Atereo Contact Centre, Agents can opt for a smaller "ribbon" user interface rather than the full desktop interface. This makes more screen space available for other applications like a CRM or Helpdesk system. 

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automatic screen pop-ups 

 When a call is answered from a particular queue, the Atereo Contact Centre automatically displays the application that the Agent will need to handle the call, reducing the number of clicks and the call handling time. 

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 automatic switchboard mode 

 With the Switchboard Option, the Atereo Contact Centre automatically switches to a fully featured screen-based console when a switchboard call is received. 

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flexible working

The Atereo Contact Centre frees you to deploy your Agents anywhere in the network, even working from home. This makes it much easier to handle busy periods economically.


Atereo Contact Centre 
Reduced Desktop
Atereo Contact Centre
 Full Desktop
Atereo Contact Centre 


 Atereo (CommsWare) Console with Atereo (BTS) Call Director Version, Atereo (CommsWare) server Version 630 and Atereo (CommsWare) client Version solution has completed testing by Avaya’s DevConnect technical team, and is officially recognized as compliant. 
Cisco Compatible Logo
Atereo (CommsWare) Call Handling Version 1x has tested compatible with Cisco Unified Communication Manager 
Version 7x, 8x,8.5x and 12x. 
Go to for disclaimer. 

The Atereo (CommsWare) Console and Atereo (Commsware) Contact Centre are certified for Microsoft Skype for Business. 

"The service is excellent and I really like your team's proactive approach."

UK NHS Foundation Trust