Skype for Business
Native integration with the full UC feature set — turn your existing Microsoft UC investment into an enterprise-grade contact centre.
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On-premise · Cloud · Hybrid — v7.6
Contact Expert — Geomant's own multimedia contact centre
Full-featured contact centre software built & owned by Geomant. Voice, email and web chat through a single unified agent desktop.
Contact Expert transforms Microsoft Skype for Business, Avaya Communication Manager and Asterisk/FreePBX into a powerful, enterprise-grade contact centre — on-premise, Geomant-hosted cloud, or hybrid, backed directly by Geomant's own development and support team.
v7.6
Current production version
3
Telephony platforms: SFB, Avaya, Asterisk
Own
100% Geomant-developed & supported
Cloud
On-prem, hosted SaaS or hybrid
The customer problem
A real contact centre on top of your existing telephony
Most enterprises already run Skype for Business, Avaya or Asterisk for voice — but a modern operation needs skills-based routing, multimedia queuing, predictive dialling, scripting, reporting and multi-tenancy. Contact Expert delivers all of it without ripping out what already works.
UC platforms without a real contact centre
Skype for Business, Avaya CM or Asterisk deliver voice — but not skills-based routing, predictive dialling, multimedia queuing or supervisor tooling out of the box.
Vendor lock-in and licence dependency
Third-party contact centre platforms tie your roadmap to someone else's release cycle, pricing model and priorities.
Tier-1 features at Tier-1 prices
Predictive dialling, multi-tenancy, BI and scripting are typically reserved for expensive enterprise platforms with long implementation cycles.
Fragmented channels and reporting
Voice, email and chat live in different tools, with no unified agent desktop, no shared history and no single view of operations.
Runs on
Native across the telephony platforms you already run
Avaya Communication Manager
Integrated via Avaya AES — extend Avaya CM with multimedia routing, predictive dialling and a modern agent desktop.
Asterisk / FreePBX
Open-source telephony support alongside mobile, Genesys, Cisco and 3rd-party agent phones for maximum architectural flexibility.
Core capabilities
Everything a modern contact centre actually needs
Intelligent ACD & inbound routing
Match every contact to the right agent
Skills-based routing across voice, email and chat with priority queuing, retention blending and highest-priority strategies. Automatic failover to a secondary server for high availability.
Skills-basedPriority queuingRetention blendingFailover
Outbound campaigns & predictive dialling
Maximise agent talk time
Configurable pacing filters out answering machines, busy signals and no-answers. Multi-skill power dialling, IVR outbound via OnCall, campaign linking and cloning, and nuisance-rate reporting.
PredictivePower diallingIVR campaignsCloning
Unified agent desktop
All channels, one application
Voice, email, chat and IM in a single desktop — full-screen or toolbar. Concurrent voice + email handling, multiple simultaneous chats, document sharing, spell check, contact history and localisation.
All channelsConcurrent handlingContact history
Agent scripting & adaptive workflows
The right info at the right moment
Cloud-based adaptive scripting engine with a designer tool for context-aware call guides. Campaign-based scripts, custom pages and real-time CRM screen-pop reduce handle time and lift FCR.
Adaptive scriptsScreen-popNo-code designer
Real-time reporting & BI analytics
See operations as they happen
CE Portal delivers live dashboards for queue state, agent status, SLA thresholds and performance alerts. Personal BI provides Excel-based flexible historical reporting.
Live dashboardsSLA thresholdsPersonal BI
Supervisor & administration (CE Portal)
Modern, role-based management
Web-based console for skills, thresholds, campaigns, user roles and multi-tenant settings. Built-in call recording, compliance messaging and REST API for custom integrations.
Multi-tenantREST APIBuilt-in recording
Why Contact Expert
Enterprise capability without the enterprise trade-offs
100% Geomant-owned
Built and maintained entirely by Geomant. No third-party platform licence dependency — your roadmap is in our hands.
Maximises Microsoft UC
Native SFB integration turns your existing UC into a full enterprise contact centre — without replacing it.
On-prem, cloud or hybrid
Deploy on-premise for data sovereignty, use Geomant-hosted SaaS, or run hybrid as you migrate.
Enterprise features, mid-market cost
Skills-based routing, predictive dialling, multi-channel, BI and multi-tenancy at a significantly lower TCO.
Deep CRM integration
REST API, screen-pop and native connectors for SAP C4C, ServiceNow and bespoke systems — unified interaction history.
Multi-tenant architecture
Business Unit isolation lets multiple teams, departments or client organisations share the same platform.
Proven stability — v7.6
20+ years of evolution. Trusted in business-critical environments where stability and long-term support matter.
Direct developer access
Because Geomant owns the source, critical issues can be patched and hotfixed directly — no third-party release cycle.
How it works
From contact arrival to reported outcome
- 01
Contact arrives
Voice, email or chat — all channels captured into the CE queue.
- 02
Route
Skills-based ACD matches the contact to the best available agent in real time.
- 03
Handle
Agent receives the contact in the unified desktop with script, CRM data and history.
- 04
Record & wrap
Interaction recorded, wrap codes applied, contact record updated automatically.
- 05
Report
CE Portal and BI dashboards update in real time; supervisors act on alerts.
Interaction channels
- Inbound Voice
- Outbound / Predictive
- Web Chat
- Callback
- IVR (OnCall)
Platform & standards
- Skype for Business Certified
- HTTPS & TLS 1.2
- Built-in Call Recording
- Compliance Messaging
- High Availability
- Auto-Failover
Integrates with
- Skype for Business
- Avaya CM
- Asterisk / FreePBX
- SAP C4C
- ServiceNow
- Geomant Wallboard
- REST API / Custom CRM
Ready to modernise?
Turn your existing telephony into a full multimedia contact centre
Talk to Geomant about deploying Contact Expert on-premise, in Geomant-hosted cloud, or as a hybrid — with direct developer access from day one.