Cloud contact centre software for UK teams — Hypercloud Contact Centre

Hypercloud Contact Centre is the contact-centre configuration of Hypercloud, the hosted VoIP phone system from Connection Technologies. It runs in UK AWS data centres and adds call queues, IVR, real-time wallboards, supervisor tools, advanced reporting, AI transcription and sentiment analysis, CRM integration and an outbound dialler to the standard cloud phone system. Agents work from desk phones, a laptop softphone, the mobile app or Microsoft Teams, and the whole system is managed from one web portal.

The contact-centre feature set sits in the Professional tier at £65 per agent per month excl. VAT, which includes all UK landline and mobile calls, wallboards, advanced queuing, advanced reporting, AI call transcription, CRM integration, the outbound dialler and a 10-minute support SLA. Smaller teams that only need queues and call recording can start on Standard at £38 per agent per month. The Advanced tier — custom features built to your requirements, a platform tailored to suit your business needs, custom reporting, sentiment alerts and API integration — is priced per project. Desk phones and headsets are bought or rented separately.

Yes. Features that once needed a dedicated on-premise ACD — call queues with position announcements, skills-based routing, multi-level IVR, wallboards, listen/whisper/barge supervision, call recording, agent reporting and CRM screen pops — are now standard on hosted platforms such as Hypercloud. The cloud model also removes the hardware, lets agents work from any location and lets you add or remove seats month by month for seasonal demand.

Two layers. Real-time wallboards show calls in queue, longest wait, agents available, on call or in wrap-up, service level and abandoned calls, on a wall screen or in a browser. Historical reports cover call volumes by hour, day and week, average speed of answer, service level against an 80/20 or custom target, abandonment rate, average handle time, wrap-up codes and per-agent performance, and can be scheduled to email. The Advanced tier adds custom reports and a direct database feed for your own BI tools.

Every recorded call can be transcribed in real time using speech-recognition models, with speaker labels and timestamps, so the transcript sits next to the recording in the portal. AI then scores the sentiment of each call, flags frustrated customers to supervisors, produces a summary and chapter headings with action items, redacts personal data (PII) for GDPR, learns your industry vocabulary and lets you search every call by keyword or topic. Transcription is included on Professional; sentiment alerts and call intelligence are part of Advanced.

Native integrations exist for Salesforce, HubSpot, Microsoft Dynamics 365, Zoho CRM and Pipedrive. The integration gives agents a screen pop of the caller record before they answer, click-to-dial from any CRM contact, automatic logging of every call with time, duration and outcome, and the AI transcript and sentiment score attached to the CRM record. Any other system — estate-agency, legal, healthcare or bespoke platforms — can be connected through the open API and webhooks.

Yes. Outbound teams get click-to-dial from the CRM or desktop app, campaign lists with preview dialling (the agent sees the record, then dials) or progressive dialling (the system dials the next record as soon as an agent is free), callback scheduling, wrap-up and outcome codes, and campaign reporting including abandoned-call rates so you can evidence compliance with Ofcom’s rules on persistent misuse. You remain responsible for screening lists against the TPS and CTPS registers.

Yes. Because the platform is cloud-hosted, an agent only needs a broadband connection and a headset. Home workers use the Windows/Mac softphone or the mobile app, office staff use Yealink desk phones, and everyone appears in the same queues, wallboards and reports regardless of location. Supervisors can monitor, whisper and barge on remote agents exactly as they would in the office.

Recording is a standard feature and recordings are stored encrypted in UK AWS data centres with configurable retention. For GDPR you need a lawful basis and a recording announcement, which the IVR plays automatically. For card payments, recording can be paused and resumed so card numbers are never captured, and AI PII redaction removes personal data from transcripts. Our help centre has detailed guides on GDPR and PCI DSS call recording.

A typical 10 to 50 seat contact centre is live in two to four weeks. We design the call flows, queues and IVR with you in week one, provision handsets and softphones and configure the CRM integration and AI features in week two, and port your existing numbers on an agreed date so there is no downtime. Number porting itself takes 7 to 10 working days for most UK numbers, which usually sets the timeline.

Yes. Hypercloud can deliver PSTN calling into Microsoft Teams so agents who live in Teams take queue calls there, while supervisors keep the Hypercloud wallboards, recording and reporting. Many customers mix Teams users with desk-phone and softphone agents in the same queues.

Enterprise CCaaS platforms add omnichannel routing for email, chat and social media, workforce management and very deep customisation, typically at £70 to £180 per agent per month plus implementation fees. Hypercloud Contact Centre is built for voice-led UK teams of roughly 3 to 200 agents who want queues, wallboards, reporting, AI transcription, CRM integration and a dialler at £65 per agent, on the same platform as the rest of the business’s phones, with a named UK account manager rather than a ticket queue. Where a team needs more, the Advanced tier adds custom features and a platform tailored to the business without enterprise implementation fees.