Ask FirstNet about Voice
Contact Centre with Smartz
Omnichannel engagement, workforce management, analytics and training in one cloud contact-centre platform, on top of your FirstNet voice and on one contract.
The challenge
Five tools stitched together is not a contact centre.
Many contact centres run a legacy ACD, a separate dialler, a messaging bolt-on, spreadsheets for QA and attendance, and a reporting cube on top. Agents switch between windows, supervisors chase numbers, and every vendor points at another when something breaks.
FirstNet Smartz Contact Centre replaces that stack with one platform, wired into the voice service you already have, with one bill and one escalation path.
Quick answers
What is the FirstNet Smartz Contact Centre?
It 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 contact-centre workforce management, Analyz for analytics and reporting, and Smartz Academy for role-based training.
Does the Smartz contact centre replace our phone system?
No. Smartz is the contact-centre layer that sits on top of your voice service, not the dial tone. FirstNet supplies the voice underneath on the same contract: Yeastar cloud PBX, FirstNet SIP trunks or Microsoft Teams calling. If you have a third-party PBX, Smartz can sit over it via SIP.
Which channels does the FirstNet Smartz contact centre support?
Voice (inbound and outbound), SMS, WhatsApp, web chat, email, Telegram, and Facebook and Instagram Messenger. Agents handle every channel from one desktop, Chatterbox, with shared queues, SLAs, dispositions and wrap-ups.
Can the Smartz contact centre work with Microsoft Teams?
Yes. Teams Phone stays your dial tone, and Smartz connects over SIP or Direct Routing to add what Teams lacks for a contact centre: skills-based routing, a full dialler suite, messaging channels, QA, voice biometrics and live wallboards. A Teams calling licence is still required.
The platform
Four modules, one tenant.
Start with any module and expand. Each one works on its own; together they cover customer engagement, people, performance and adoption.
Commz · Omnichannel engagement
Inbound voice with multi-level IVR and skills-based routing, an outbound dialler suite, SMS, WhatsApp, web chat, email, Telegram and Meta Messenger, all in the Chatterbox agent desktop.
Engage · Workforce management
Quality assurance, time and attendance, leave, e-learning, recruitment and HR records for your contact-centre team, beside your payroll system rather than replacing it.
Analyz · Analytics & reporting
More than 25 dashboards and 200 reports out of the box, CSAT, NPS and CES, near-real-time wallboards, scheduled reports and the SUPER agent performance rating.
Smartz Academy · Adoption
Role-based learning paths for agents, supervisors, administrators and analysts, with certificates and manager insights that show who has completed what.
Commz
Every channel, one agent desktop.
Chatterbox brings voice and messaging into one window, with screen-pops, CRM access, a softphone and customer-journey views. Supervisors can monitor, whisper and barge in real time.
- Inbound: ACD, multi-level IVR, skills-based routing, callbacks, Text2Speech and per-campaign music on hold
- Outbound: preview, manual, predictive, auto-voice and clicker diallers, with retries, number rotation and voicemail detection
- Messaging: SMS, WhatsApp, web chat, email, Telegram, and Facebook and Instagram Messenger
- Voice biometrics and two-factor authentication by voice print
- Sentiment-aware routing, post-call and smoke surveys, ticketing with SLA alerts, and gamification
Works with your CRM
Webhooks and CRM connectors, payment gateways, CallBi speech analytics and the Smartz Desktop Recorder connect the contact centre to the rest of your stack.
Outbound that gets answered
Pair the predictive dialler with Truecaller for Business verified caller ID so customers see who is calling.
Explore the details
Run the floor on facts, not spreadsheetsEngage gives supervisors audit-grade QA with weighted categories, auto-fail questions, multiple assessors…
Engage & Analyz
Run the floor on facts, not spreadsheets.
Engage gives supervisors audit-grade QA with weighted categories, auto-fail questions, multiple assessors and a dispute workflow. Time and attendance tracks adherence against shifts. Analyz turns it all into dashboards, from queue health to customer effort.
Quality assurance
Evaluate any channel, run automated QA campaigns and keep a full dispute trail.
Time & attendance
Browser and mobile clock-in, lateness reasons and an adherence-versus-shift dashboard.
Customer experience
CSAT, NPS and CES dashboards fed by surveys and per-channel ratings.
Sits on the voice you already haveSmartz is the contact-centre layer; FirstNet supplies the voice service underneath on the same contract…
How it fits
Sits on the voice you already have.
Smartz is the contact-centre layer; FirstNet supplies the voice service underneath on the same contract. Our Voice Solutions Engineering team wires the two together, and checks your network and endpoints, before go-live.
- Yeastar cloud PBX: the full Smartz overlay on FirstNet-managed PBX
- FirstNet SIP trunks only: Smartz becomes your call platform, with IVR, queues and dialler
- Microsoft Teams calling: Smartz adds routing, dialler, messaging, QA and wallboards
- Your existing PBX: Smartz sits over the top via SIP, without replacing it
- New contact centre: Smartz, FirstNet voice, call analytics and caller ID on one contract
From scope to go-liveScope · Build · Test · Go live
Getting started
From scope to go-live
Scope
We confirm your voice service, channels, modules and user numbers, and check your network and endpoints.
Build
Smartz provisions your tenant. FirstNet wires SIP, numbers and channels, then configures IVR, queues, QA and shifts.
Test
Dashboards are reconciled against a sample week of calls, messages and QA data before you sign off.
Go live
Agents and supervisors are enrolled in Smartz Academy and handed over to FirstNet Support.
One contract, one escalationSmartz Suite and your voice service on one FirstNet contract and one bill · Co-delivered with Smartz…
Why FirstNet
One contract, one escalation.
- Smartz Suite and your voice service on one FirstNet contract and one bill
- Co-delivered with Smartz Solutions, a Johannesburg-based platform hosted in South Africa
- Onboarding run end to end by FirstNet Voice Solutions Engineering
- Support through FirstNet, escalating directly to the Smartz service desk
- 99.9% monthly availability SLA
Contact centre FAQs
What network and computers does the Smartz contact centre need?
Smartz is browser-based (Chrome, Brave, Firefox or Edge). Each agent needs at least 2 Mbps (4 Mbps preferred) with latency under 300 ms, and a desktop with a quad-core 2.6 GHz CPU, 8 GB RAM (16 GB preferred) and an SSD. FirstNet confirms your network, ports and endpoints before go-live.
What is the uptime SLA for the Smartz contact centre?
The Smartz Suite is backed by a 99.9% monthly availability SLA. If the suite is unavailable, response is within 30 minutes with a 4-hour target to restore. You log faults with FirstNet Support, which escalates to the Smartz service desk, so there is one point of contact.
Where is Smartz contact centre data hosted, and who owns it?
You own your data. Smartz Solutions is a Johannesburg-based company that hosts the platform in South Africa and is POPIA-aligned. You can export reports to Excel, CSV or PDF at any time.
Does Smartz cover regulated call recording?
Smartz records voice and agent desktops for quality and coaching. If you are regulated under FAIS, FSCA or similar regimes, FirstNet pairs Smartz with CallCabinet or Smarsh for compliance-grade recording and archiving on the same contract.
How quickly can contact-centre agents get productive on Smartz?
Smartz Academy gives each role a learning path with certificates. For example, Commz Agent takes about 5 hours, Engage User about 1¼ hours and Analyz about 1¾ hours. Managers can see enrolment and completion, so adoption is measurable.
From the Knowledge Hub
In-depth answers about Contact Centre
- How quickly can contact-centre agents get productive on FirstNet Smartz?
- Does the FirstNet Smartz contact centre cover regulated call recording?
- Where is FirstNet Smartz contact centre data hosted, and who owns it?
- What is the uptime SLA for the FirstNet Smartz contact centre?
- What network and computers does the FirstNet Smartz contact centre need?
- Can the FirstNet Smartz contact centre work with Microsoft Teams?
Your place in the stack
Voice is layer 4 of 5.
Enriched by Sovereign AI Turn call recordings into structured, searchable data on the AI Factory; the recordings never leave South Africa. Explore the AI Factory →
Bring us a problem.
We’ll show you the stack that solves it.
Tell us how your contact centre runs today. We will show you what one platform looks like.
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