Cloud Contact Center
Contact center solutions that cut transfers and hold times
BluIP offers several contact center solutions, from simple call routing and queuing on our own voice platform to full omnichannel on NiCE CXone or Cisco Webex Contact Center. You choose the solution and the options that fit, and AIVA, our AI receptionist, can answer first.
BluIP at a glance
- 99.999% uptime
- 2,900+ integrations with business systems
- 99% customer retention
While the phone is still ringing
How every call finds the right agent
BluIP's contact center solutions range from simple call routing and queuing to full omnichannel, and the features depend on the solution and options you choose. The path a call takes is much the same on each. The platform identifies the caller's number and applies your routing rules, from a simple queue to rules based on skills, priority and language. With your customer relationship management (CRM) system connected, it also looks up the caller before the agent's screen opens.
Put AIVA, BluIP's AI receptionist, in front of the queue and it answers first. It works out what the caller needs, handles routine requests and hands the rest to an agent with the details attached. With a CRM connected, agents pick up with the account, the open ticket and the last conversation on screen, so they can skip the usual lookup.
Before the agent answers
Ringing- The call comes in
- AIVA answers first, if you add it, and handles routine requests
- The caller's number is identified
- The number is matched to your CRM, if connected
- Your routing rules pick the agent
- The agent's screen opens with the account, open ticket and last conversation
Our contact center solutions
Which contact center solution is right for you?
BluIP offers three separate contact center solutions, from voice-only call routing and queuing to full omnichannel. Your channels, number of sites and call volume decide which fits, and features such as AI scoring, call recording and digital channels are options you add.
Enhanced Call Center
BluIP's own voice-only contact center, for call routing and queuing with call recording and supervisor tools. It suits mid-size businesses and single-site teams whose customers reach them by phone.
Best for: Mid-size companies running one or two voice queues.
NiCE CXone
An enterprise omnichannel contact center for voice and digital channels, with options for staff scheduling and agent coaching. Where CXone has no ready-made connector for one of your systems, our developers build one. For a hospitality customer, we built SMS logging into CXone.
Best for: Enterprise contact centers putting hundreds of agents on one platform.
Cisco Webex Contact Center
Voice and digital channels on the Webex platform, for companies that already use Cisco for calling and meetings. Your BluIP contract covers Webex Contact Center, the phone service and your business phone system.
Best for: Companies already standardized on Cisco that want to build on what they have.
What changes on the floor
Faster answers for your customers, less busywork for your team
Some of these come with every solution. Others are options you add, and some are only on NiCE CXone or Cisco Webex Contact Center. We scope them with you.
Quality scores on every call, as an option
Add AI scoring and every customer call is reviewed against the criteria you set, so supervisors see quality across the whole team. Call recording, also an option, keeps each call for training, disputes and compliance review.
Your customer's history follows them from chat to call
With the digital channels option on NiCE CXone or Cisco Webex Contact Center, agents handle voice and digital channels from one desktop. A chat that turns into a call keeps its history, so the customer does not start over.
Reports supervisors use during the shift
Supervisors see live queue data next to historical reports on handle time and abandoned calls. With call reporting and analytics, they can move agents between queues mid-shift and plan next week's schedule from real call patterns.
No hardware to buy up front
The platform, the phone service and support come on a single invoice. There is no large hardware purchase up front.
Agent tools that cut wrap-up time
Depending on the solution and the options you choose, the customer's details appear when the call connects, knowledge search sits in the conversation window and call summaries are written automatically. Agents spend less time on notes between calls.
Cloud or on site
Where should your contact center run?
Some companies still run their contact center on hardware at their site. The right choice depends on how much control you need over that hardware and how fast your channels are changing.
Swipe sideways to see every column
On-premises systems still make sense where a site has no reliable internet connection or where a regulation requires calls to be processed on site. Elsewhere, cloud gives you more channels, remote work and upgrades with no hardware to replace.
Signs it is time
Which of these is holding your contact center back?
These are the four situations we see most often.
Customers repeat themselves after every transfer
The second team cannot see the first conversation, so the caller explains everything again. When every team works from the same contact history, the next agent already has the details.
Your platform reaches end of support
The vendor has announced an end date, maintenance costs go up each year and there is no way to add AI. The move keeps your building's wiring, and older analog devices can stay connected.
Sales and support use separate tools
Outbound sales calls live in one system and inbound support calls in another, so nobody sees the whole customer history. One platform gives both teams the same record.
Digital channels outgrew the phone system
Chat, SMS and messaging arrived as separate tools with separate reports. On NiCE CXone or Cisco Webex Contact Center, supervisors watch every channel on one live screen.
When a contact center is more than you need
A team of three agents at one site with light call volume rarely needs a full contact center. The calling features in Cloud PBX and UCaaS cover it. Add contact center features when queues and reporting start to hold you back.
From kickoff to go-live
How we set up your contact center
- 01
Map your calls
We document your queues, routing rules and integrations, plus the call types that take the most agent time.
- 02
Build and connect your CRM
Our team sets up routing and connects your CRM and ticketing tools. Your developers get API access where they need it.
- 03
Move your numbers and test
Days if you take new numbers. A few weeks if you keep your numbers (porting). We test every call flow with real scenarios before an agent logs in.
- 04
Train agents and supervisors
Your agents and supervisors learn the desktop, the reports and the quality tools before the switch.
- 05
Go live in phases
Teams move over in stages, so every queue stays open while the work happens.
- 06
Review the first results together
Our operations center monitors the platform 24/7. After the first reporting cycle, we review agent performance data with your team.
Reliability and support
A contact center your customers can reach around the clock
BluIP holds 99.999% uptime, and 99% of our customers stay with us. The same support team looks after the phone line, the routing and the customer record.
One BluIP project lead runs number porting, testing and training. Teams move over in phases, and contracts that have not expired can run to term while we build and test the new system.
99.999%
uptime
2,900+
integrations
99%
customer retention
About BluIP
BluIP is a licensed telecom provider that builds its own software: Cloud PBX, contact center and AIVA, our AI receptionist for voice, text and chat. Founded in 2011, BluIP serves hotels, health systems, restaurants and large enterprises across North America, including 2,200+ hotels, with 99.999% uptime.
Frequently asked questions
Choosing call center software
No. BluIP offers several contact center solutions, from simple call routing and queuing to full omnichannel.
Enhanced Call Center is BluIP's own voice-only contact center. NiCE CXone is an enterprise omnichannel contact center, and Cisco Webex Contact Center suits companies already on Cisco. Features such as AI scoring, call recording and digital channels are options you choose, and we help you pick the solution that fits.
Contact us for pricing. We share pricing after a short discovery call.
On the call, we look at how many agents you have, which channels you want and how much integration work you need. Phone service is billed on the same invoice.
A business phone system (unified communications, or UCaaS) connects employees with each other. A cloud contact center (contact center as a service, or CCaaS) handles customer conversations at volume, with routing, recording and reporting.
A business phone system covers internal calls and messaging across the company. A contact center adds call distribution, supervisor dashboards, staff scheduling and quality review. Most businesses run both. BluIP delivers both, and they share phone numbers, directories and support.
Cloud platforms are updated all the time, so there is no end-of-support replacement like the one older on-site systems face.
New features arrive as updates, with no hardware to buy. On-site systems reach end of support and need a full replacement. What you keep up to date is your routing and your integrations, and your team can change both without a vendor ticket.
Yes, when the AI can act in your systems as well as answer questions.
AIVA, BluIP's AI receptionist, understands what the customer wants across voice, SMS and web chat, finds approved answers and completes tasks where the integration allows. Anything that needs judgment goes to a person, with the record attached.
It hands the contact to your team with the customer record and the transcript attached, so nobody repeats anything.
The agent's desktop opens with the caller's identity, history and the conversation so far, so the agent picks up where the AI stopped. If the automation fails for any technical reason, the contact goes straight to a live queue. Complaints and exceptions always go to a person.
Transcripts hide personal details automatically, and single sign-on lets your IT team control who can log in and what each user can see.
Deployments support HIPAA requirements for clinics and health systems. Recordings are kept for as long as your policy says. Your security team gets a documented review process, and the settings stay in place as you add sites and agents.
Yes. Start one team on a voice queue. Add sites and agents as volume grows.
Mid-size companies often start with Enhanced Call Center, which is voice only. When you need chat, SMS or email, you move to NiCE CXone or Cisco Webex Contact Center, which changes the agent desktop while your phone numbers stay with BluIP. Adding capacity needs no hardware order.
It connects to CRM, ticketing, billing and industry platforms through 2,900+ integrations, with documented APIs for anything custom.
Salesforce, service desks, property systems and member databases send data to the agent screen and receive updates after the call. Where a connector exists, integration is a setup task. Where it does not, our team builds it. Your developers can also use our APIs to build it themselves.
Live queue status, agent status and service levels during the shift, then historical reports on handle time and abandoned calls afterward.
Supervisors staff the shift from what is happening now and plan the next schedule from what already happened. With the AI scoring option, quality review covers every contact. Speech analytics, also an option, finds the phrases that come before escalations, and supervisors use them for coaching.
Book time with our team
See which calls AIVA can take from your agents
We will walk through what the platform does with each one, what it connects to and what it hands to your team.
