Smartz Solutions
Smartz Suite · CCaaS + UCaaS in one

Simplifying communications, no matter how complex the world becomes.

We simplify the complex. A complete CCaaS & UCaaS platform in one — every channel, every agent and your business telephony, from one provider.

Let's talk See the story
ISO/IEC 27001:2022PCI DSS v4.0.199.95% availability commitment
One
platformCCaaS + UCaaS
One platform. Every conversation.
COMMZ

Contact centre (CCaaS) on every channel, fully recorded.

 ANALYZ

Live reporting across every channel and agent.

 ENGAGE

Staff management & QA, built in.

 PABX

Cloud business telephony (UCaaS) on the same platform.
Our mission

Expectations keep rising. Your platform should keep up.

Customers

expect instant responses.

Employees

expect seamless tools.

Organisations

are expected to do more with less.

Pain in your contact centre?

Communication has never been more complex.

Your customers move between WhatsApp, email, voice, social media, SMS and web chat without thinking about it. Many organisations still run those channels on disconnected systems and siloed teams. Let us show you how to simplify it — and take away that pain.

WhatsAppEmailVoiceSocialSMSWeb chat

We simplify the complex. A complete CCaaS & UCaaS platform in one — no need to get two providers to work together — so agents make sure customers never get lost in a cycle of repetition.

The Smartz Suite in 25 seconds

What we bring together

How we simplify communications.

Omnichannel engagement

One connected customer journey across voice, email, messaging, social media and digital channels.

AI-powered customer service

Automate routine interactions while agents focus on conversations that need human expertise.

Real-time visibility

Turn customer interactions into actionable insights with live reporting and performance analytics.

Connected operations

Bring people, processes, channels and data together so every interaction has the context it needs.

Seamless integrations

Connect your customer experience ecosystem without creating additional complexity.

VoiceVideo callingEmailTwo-way SMSWeb chatWhatsApp for BusinessTelegramMeta MessengerXi-TemplatesTicketingMicrosoft TeamsOutlook & Microsoft 365Entra ID SSOCallbi speech analyticsPuzzel & Verint WFMOpen REST APIsAny SIP carrier
The Smartz Suite · CCaaS + UCaaS in one

Manage & measure it all in one platform.

Four core modules share the same agents, routing, reporting and security. Pick one to explore.

Commz · CCaaS

Unifying the communication journey.

A full-suite CX solution for inbound and outbound communication across every channel — a true omnichannel platform, all in a single screen. Commz remembers every customer, routes them to the agent most likely to help, and lets your own team change the journey without a developer.

9voice and digital channels in one agent desktop
76%improvement in positive wrap-ups reported by a Commz client
1pane of glass for the complete customer journey
Smartz Commz agent desktop on a monitor

Complete voice & omnichannel

Voice, video, email, SMS, web chat, WhatsApp, Telegram, social media and i-Templates — with full recording.

Real-time sentiment

Follow every conversation as it happens and step in before it turns sour.

NPS, CSAT & CES ratings

Act on negative ratings immediately — no waiting for third-party data.

Intelligent routing

Skills, priority, personal and AID (Automatic Interaction Distribution) behaviour & empathy-based routing.

Bots & FAQ automation

A visual flow designer to automate chat and FAQ journeys.

API & webhooks

Integrate your CRM and third-party applications in both directions.

Commz Classic Wallboard supervisor view
In action

Classic Wallboard — live supervisor view

See every agent's voice and IM status, idle, break and wrap-up totals in real time — then chat with agents, change their status or reallocate campaigns straight from the wallboard.

WHAT'S NEWTicketing from any channelVideo callingAID routingDesktop recorderSpeed EmailFAQ automationMeta Messenger
Why one platform matters

Telephony has long been a tale of two systems.

Contact centre agents get powerful, feature-rich tools. Back-office staff — finance, HR, operations, management — make do with basic PABX functionality. Smartz has closed the gap: the features your contact centre relies on are now available across the entire business.

Front office · CCaaS

Contact centre

  • Every channel in one agent desktop
  • ACD, skills-based and AID routing
  • Live coaching, whisper & barge
  • Full recording, QA and surveys
One Smartzplatform
Back office · UCaaS

Business telephony

  • DDI per user or department
  • Softphone, WebCall browser phone & mobile app
  • Conference bridges with PINs
  • Microsoft Teams calling & ported numbers
Single vendor simplicity

One contract, one support relationship — no more managing two telephony vendors.

Proven contact centre DNA

Every PABX enhancement is engineered to the same standards as the core platform.

Seamless integration

Reporting, recording, user management and administration are unified, not bolted together.

Fits your estate

Keep your numbers, your phones and your Teams — with any SIP carrier.

Commz gamification leaderboard with podium and reward points
Commz · Gamification

Turn performance into a game your teams want to win.

Commz gamification turns everyday targets into friendly competition — rewarding the right behaviour, not just call volume, and keeping every agent engaged from the first login to the last wrap-up.

The podium

Top performers celebrated live, ranked on the leaderboard for the whole floor to see.

Reward points

A progress ring shows each agent's share of the team's total.

Points by outcome

Positive, negative and neutral outcomes count — so quality counts, not just volume.

Any time frame

Today, seven days, this month or last month, with each team's overall rank.

146%productivity increase reported by a Smartz client using gamification
Extend & deploy

Add-ons that plug straight into the suite.

Every add-on shares the same agents, routing, reporting and security as the rest of the Smartz Suite — switch it on when you need it.

Smartz Bot · Conversational AI

Instant answers, around the clock.

Automate routine conversations across web chat, WhatsApp, Telegram, Meta Messenger and SMS — and hand over to a live agent, with full context, when a human touch is needed.

24/7availability on the channels your customers already use
Intelligent Dialler · Outbound

Reach more right parties with fewer calls.

Smartz's proprietary algorithms pace dialling to your abandon target and blend inbound and outbound by SLA.

93%+voicemail (AMD) detection accuracy from our proprietary algorithms
Voice Biometrics · Identity

Your voice is the password.

AI-based speaker verification adds a third authentication factor to any Smartz channel — voice, IVR, web, mobile, chat and bots.

3rdfactor authentication alongside what users know and have
Workforce Management

Great employee experience delivers great customer experience.

Next-generation cloud WFM for contact centres, connected to the Smartz Suite through Smartz APIs.

20%+lower workforce costs while keeping service levels
3core functions: forecasting, scheduling, RTA
1integrated stack
Smartz Academy · Learning

Learn, grow and get certified — at your own pace.

Role-based learning paths for customers and partners, from 5-minute micro-lessons to certified courses.

7role-based learning paths
44courses
26 h+across Engage, Commz and Analyz
Speech Analytics · Quality & compliance

Every call analysed — not just a sample.

Automatic transcription and conversation analytics across every call, text and email — with automated QA scorecards, sentiment and compliance checks, across English, Afrikaans and the major South African languages.

100%of calls analysed, not just a sample
6+SA and international language packs
0manual listening to score quality and compliance
Agent Assist · Real-time guidance

Guidance in the moment — not after the call.

Live prompts, next-best-action and the right answer surfaced on-screen while the call is happening — with compliance alerts and sentiment cues, so agents stay confident, accurate and on-script.

Livein-call guidance as the conversation happens
1place for knowledge, scripts and customer context
0extra systems for agents to search mid-call
Proven results

Simplifying experiences. Proven results.

76%

improvement in positive wrap-ups with Smartz Commz

146%

productivity increase using Engage gamification

93%+

voicemail detection on the Intelligent Dialler

We've been able to intervene in more interactions between agents and customers before they turn sour, resulting in an improvement of 76% in positive wrap-ups.
Smartz Commz client

Results reported by Smartz Solutions clients.

Proven at scale

When volumes surge, Smartz scales.

A national power utility faced a prepaid-meter deadline. Together with partner Interscope Technologies, Smartz turned it around in one weekend.

Thursday

An enhanced IVR is scoped and built overnight.

Friday

The IVR goes live. Concurrent call capacity doubles within 48 hours.

Sunday

A WhatsApp Bot is scoped, coded, tested and live by 13h00.

600 →1,200

concurrent call capacity scaled within 48 hours for a national power utility

150,000

calls handled over a single weekend during the same crisis

870,000

WhatsApp Bot interactions in 24 hours — live in under a day

440

agents across seven contact centres moved to the cloud with no downtime

Partner network

Delivered with trusted partners.

Smartz sells through an indirect model — local channel partners who deploy and support the Smartz Suite, built on best-of-breed technology partners.

Channel partners

Interscope Technologies
iOCO
Vox
Seacom
Makwa IT
Merchants

Technology partners

Vox
Microsoft Azure
CallBi
Infobip
Puzzel
Verint
Enterprise ready

Secure, compliant and always on.

The questions every enterprise and public-sector buyer asks — security, uptime, data residency and scale — answered on one platform.

99.95%

platform availability commitment, in line with the Microsoft Azure uptime SLA — reported monthly

100%

uptime over 12 months for South Africa's largest utility provider

24/7/365

support included, with quarterly releases of fixes and new features

CERTIFIED & COMPLIANTISO/IEC 27001:2022PCI DSS v4.0.1POPIAGDPRHIPAA

Certified security

ISO/IEC 27001:2022 certified across software development and operations, and PCI DSS v4.0.1 certified — with annual independent penetration testing.

Your data stays local

Hosted by default in Microsoft Azure South Africa North, recordings included — no cross-border transfer unless you ask for it.

Protected at every login

Microsoft single sign-on, 2FA by email PIN or voice print, after-hours login blocking and column-level encryption.

Best-of-breed architecture

Your infrastructure. Your telco. Your pace.

Sophisticated containerisation gives every client their own unique environment. Use your own private infrastructure or migrate when you are ready — with the power to deploy and upgrade within minutes.

Any infrastructure

Hosted on your preferred infrastructure, private or hosted — with storage on-premise or hosted.

Any carrier

Link to your preferred telco, with SIP trunk routing and dedicated outbound trunks.

Always current

Auto upgrades and container licensing through Smartz Central.

Open by design

Connects to the systems you already run.

APIs & data

  • Open REST APIs & webhooks
  • Postman API collection
  • Secure SFTP imports
  • Analyz API to your BI tool

CRM & desktop

  • Screen pop & data dips
  • CRM split screen in Chatterbox
  • Embedded web CRMs
  • 360° customer journey

Microsoft

  • Microsoft Teams calling
  • Outlook & Microsoft 365 email
  • Entra ID single sign-on
  • Azure-hosted by default

Connectors

  • Callbi speech analytics
  • OnviSource interaction analytics
  • Puzzel & Verint WFM
  • Any SIP carrier (BYOC)
Our approach · Total Experience

Managing customer and employee experiences through enabling technology.

CXCustomer
Experience
+
EXEmployee
Experience
=
TXTotal
Experience
Why Smartz

Our competitive advantage — benchmarked against other solutions.

Partner network

An indirect model that scales through trusted local partners.

Intelligent routing

Skills, priority, personal, AID and empathy routing.

Workflow designer

Visual tools for IVR, FAQ automation and business workflows.

Human asset management

Engage HR built in — not bolted on.

Intelligent dialler

Smartz proprietary algorithm with 93%+ voicemail detection.

Sentiment analysis

Real-time sentiment for customers and employees.

AI & bots

Conversational automation across digital channels.

Containers & Docker

Every client in their own environment, upgraded via Smartz Central.

The Smartz Solutions team in a meeting
About Smartz Solutions

Smartz Solutions provides one of the most comprehensive cloud-agnostic contact centre suites available — supporting fully cloud-based, work-from-home, hybrid and on-premise contact centres. Our culture is built by professionals who believe in best-in-class technology, support and service at every step of the journey.

We deliver products that help companies offer great journeys to their customers and agents — measuring the employee experience from cradle to grave and linking it to the customer experience.

250+years of combined team experience
134solutions benchmarked
2offices: Mauritius · South Africa
Become a partner

Let's simplify the complex.

Get Smart. Get Smartz. See how Smartz Solutions brings every conversation — and your business telephony — together on one platform.

Request a demo Partner Portal
Phone+27 10 065 0060
Emailinfo@smartz-solutions.com
Head officeMauritius
OfficeSouth Africa