Short answer
FirstNet Smartz Contact Centre is a cloud contact centre (CCaaS) and customer-experience platform from Smartz Solutions, delivered and supported by FirstNet on one contract. One Smartz Suite tenant has four modules: Commz for omnichannel engagement, Engage for workforce management, Analyz for analytics and reporting, and Smartz Academy for role-based training.
In detail
What each module does:
- Commz: inbound voice with multi-level IVR and skills-based routing, an outbound dialler suite, and SMS, WhatsApp, web chat, email, Telegram and Meta Messenger, all in the Chatterbox agent desktop.
- Engage: quality assurance, time and attendance, leave, e-learning, recruitment and HR records for the contact-centre team, alongside your payroll system rather than replacing it.
- Analyz: more than 25 dashboards and 200 reports out of the box, CSAT, NPS and CES, near-real-time wallboards and scheduled reports.
- Smartz Academy: learning paths for agents, supervisors, administrators and analysts, with certificates.
You can start with any module and expand. Smartz sits on top of the voice service FirstNet supplies on the same contract, whether that is Yeastar cloud PBX, FirstNet SIP trunks, Microsoft Teams calling or your existing PBX. Smartz Solutions is Johannesburg-based and hosts the platform in South Africa, and FirstNet's Voice Solutions Engineering team runs onboarding end to end.