Interaction Fabric
Cloud PBX with SIP trunking, UCaaS (voice/video/chat), CCaaS with IVR/ACD/omnichannel routing, CPaaS, and compliance recording.
What Interaction Fabric is
The Interaction Fabric converges enterprise voice, HD video conferencing, persistent team messaging, and contact-centre routing into a single cloud-native platform where one user identity profiles each person across desk phone, softphone client, mobile app, and browser — carrying their extension, presence state, call-forwarding rules, and contact-centre agent skills wherever they work. Cloud PBX replaces on-premise telephony hardware and its firmware-maintenance burden; ACD queues with skills-based routing and CRM screen-pop deliver customer interaction context to the agent before they answer. The entire platform is wrapped in zero-trust access controls so that a remote worker connecting from an untrusted network enforces the same authentication and device posture requirements as a user at an office desk. Hybrid work becomes secure by infrastructure design rather than by policy document.
How Interaction Fabric is composed
The Interaction Fabric carries the conversations your customers and staff have. Voice, video, messaging and contact-centre routing run on one identity, so a person keeps their extension, presence and agent skills wherever they happen to be working.
Cloud voice and telephony
Cloud PBX with SIP trunking, number porting, toll-free and local number services. Extensions, call flows and forwarding rules are administered centrally instead of on hardware at each site, and the estate scales by configuration rather than by installing another appliance.
Unified communications
Voice, HD video conferencing, persistent team messaging and presence on one platform, with a single user identity across desk phone, softphone, mobile client and browser. A meeting is a meeting regardless of which client the participant joined from.
Contact centre
IVR, automatic call distribution with skills-based routing, omnichannel queueing across voice, email, chat and messaging, and CRM screen-pop that delivers customer context to the agent before the call connects.
Programmable communications
CPaaS voice, SMS and messaging APIs for notifications, verification and in-application communication, so a product team can add a communications feature without standing up telephony infrastructure behind it.
Compliance recording
Call and interaction recording with retention policy, access control and search, configured to meet the retention obligations that apply to your sector. Recording sits alongside the platform rather than as a bolt-on that loses sync with it.
Access and device policy
The communications platform is reached through the same zero-trust controls as everything else, so a remote agent on an unfamiliar network meets the same authentication and device posture requirements as someone at a desk.
How we run it
Design is the smaller half of the work. These are the operating practices that keep Interaction Fabric behaving as designed once it is live.
Number and porting management
Number inventory, porting requests, emergency service registration and regulatory filing are handled on your behalf, including the timelines that porting requests actually take.
Quality monitoring
Call quality is measured on the real path, covering latency, jitter, packet loss and mean opinion score, so a degradation is attributed to the network, the carrier or the platform before anyone starts changing settings.
Adoption and change support
Migrations run in waves with the call flows and integrations tested before each cutover, and with rollback defined per wave. Users are moved in groups whose failure modes you can absorb.
Reporting and analytics
Queue performance, agent utilisation, abandonment and resolution metrics are reported on a cadence, so staffing and routing decisions are made from data rather than from anecdote.
Products on Interaction Fabric
Each product is available as a managed service on this fabric.
Frequently asked questions
Can we keep our existing numbers when we move to the Interaction Fabric?
Yes. Existing numbers are ported to the platform and keep their identity, including toll-free and local number ranges. Porting runs to carrier timelines, which we manage and report on. Businesses commonly run the existing service alongside the new platform site by site, so no location is cut over before its call flows have been tested.
Does the platform work with Microsoft Teams and our CRM?
Yes. Teams calling integration and CRM screen-pop connectors for the major platforms are part of the standard scope, so an inbound call can surface the customer record to the agent without a separate lookup. Integrations are tested in the migration wave they belong to rather than assumed to carry over.
What happens to call recording and our retention obligations?
Recording and retention are configured against the obligation that applies to your sector, with access control and search for authorised staff only. Retention periods and deletion are enforced by policy on the platform, which keeps the recording estate inside its obligation without a manual reconciliation step.
Can a remote agent work on a home connection?
Yes, with the same access controls as an office user. Because the platform is reached through identity-aware access rather than a network perimeter, the agent authenticates on a managed device posture and reaches telephony and contact-centre functions from anywhere. Where call quality needs a specific minimum, we will measure the home path and tell you what the connection has to deliver before assigning that agent a voice queue.
Architect on the right fabric
Tell us your workload — we will map the right products across the fabric.