NetX SmartLink

NetX SmartLink integrates Amazon Alexa Smart Properties directly into contact centres through a secure SIP gateway. Each Alexa device is assigned a unique UK direct dial number, enabling secure two-way voice communication between residents, guests, carers and approved contacts. Built on Britannic’s market-leading NetX platform and delivered in partnership with Vocala, the solution brings voice engagement, telephony integration and contextual routing together in a single, scalable communication environment.

Book a Meeting to Discuss Netx SmartLink
Woman on a soft listening to her Alexa

How NetX SmartLink™ Works

NetX SmartLink™ connects Amazon Alexa Smart Properties to contact centres through NetX’s secure SIP gateway, converting Alexa WebRTC voice calls into standard telephony sessions that integrate directly with existing platforms.

Deploy Amazon Alexa Smart Properties (Vocala)

Alexa devices are installed across care homes, supported living environments, hotels or holiday parks. Devices are centrally managed and configured to support reminders, alerts, voice engagement workflows and virtual visits.

Assign Unique UK Direct Dial Numbers

Each Alexa device is allocated its own UK DDI. This makes every call identifiable, secure and traceable within your telephony environment.

Voice Command Initiates The Call

A resident or guest simply speaks to the Alexa device to request assistance. No handset, app or additional hardware is required.

Convert Alexa Voice To SIP (NetX SmartLink)

The Alexa WebRTC session is converted into SIP via NetX’s infrastructure. The call is then delivered directly into your contact centre or ARC platform.

Attach Context Before The Call Arrives

Resident, property and location identifiers are added to the interaction before it reaches an agent. This supports accurate routing and faster handling.

Enable Two-Way Ongoing Communication

Contact centres or authorised contacts can call devices directly using their assigned UK numbers. Optional CTI integration enables CRM screen-pop and structured case management.

NetX SmartLink Features And Capabilities

Amazon Alexa Smart Properties Integration

NetX SmartLink™ connects Amazon Alexa Smart Properties directly to contact centres through NetX’s secure SIP gateway. Residents or guests can initiate calls using simple voice commands, creating a hands-free communication channel that routes into existing telephony environments.

Secure SIP Session Conversion

Alexa WebRTC voice calls are converted into secure SIP sessions through the NetX platform. This enables seamless integration with contact centres and alarm receiving centres without requiring new agent software.

Unique UK Direct Dial Numbers Per Device

Each Alexa device is assigned its own UK direct dial number within the NetX environment. Calls are identifiable, secure and traceable, with inbound access restricted to approved contacts.

Two-Way Voice Communication

Outbound calls from Alexa devices route through NetX as structured SIP sessions into contact centres or authorised contacts. Inbound calls can also be placed directly to devices using their assigned UK DDI.

Contextual Call Routing

Contextual identifiers such as resident, property and location details are attached to SIP sessions before they reach an agent. This supports CRM screen-pop, workflow automation and more accurate routing.

Contact Centre And ARC Integration

NetX SmartLink™ integrates directly with SIP-based contact centre and alarm receiving centre platforms. Calls appear within existing systems and follow established handling processes.

Optional CTI / CRM Integration

Optional CTI integration enables click-to-dial and automatic screen-pop functionality within CRM systems. Alexa-initiated SIP sessions align with structured case management workflows.

Scalable User-Based Licensing

NetX SmartLink™ is licensed per user, per month. The subscription model allows deployments to scale in line with operational demand.

Future Enhancements

Optional video functionality and live multi-language translation are planned enhancements, extending interaction capability beyond voice-only communication.

Want A Free Demo Of NetX SmartLink?

Get in Touch
Benefits of NetX SmartLink
  • Empowers independent living by enabling residents to request assistance through simple voice commands, without relying on traditional phones.
  • Accelerates response times by delivering contextual information to agents before conversations begin.
  • Reduces administrative burden by eliminating repetitive verification and manual data gathering.
  • Strengthens safeguarding through identifiable, controlled and traceable communication pathways.
  • Supports proactive welfare checks and structured outbound engagement from contact centres.
  • Improves service accuracy by routing interactions directly to the appropriate team.
  • Integrates into existing contact centre and ARC environments without disrupting established workflows.
  • Enhances resident and guest experience through natural voice interaction rather than complex technology.
  • Scales predictably across multiple properties using a structured per-user model.
  • Provides centralised oversight of deployed devices, improving operational visibility.
  • Enables hospitality operators to deliver voice-enabled concierge services and direct front-desk communication.
  • Combines specialist Alexa expertise with enterprise telephony integration in one coordinated solution.
NetX SmartLink Use Cases
Care Homes & Supported Living

Residents can request assistance instantly using simple voice commands, supporting greater independence and dignity. Proactive welfare checks and automated reminders reduce isolation and improve safeguarding, while centralised device management ensures consistent oversight across the facility.

Adult Social Care & Housing Associations

Two-way secure communication enables residents to connect directly with support teams without complex technology. Integration with alarm receiving centres (ARC) and care platforms reduces administrative overhead and improves response coordination across multiple properties.

Hotels & Hospitality

Amazon Alexa devices act as voice-enabled concierge services, allowing guests to contact reception, request services or access information instantly. Direct communication pathways improve service responsiveness while creating opportunities for personalised engagement and upselling.

Holiday Parks

Voice-enabled devices enhance guest experience by providing local information, entertainment and direct access to on-site teams. Operators gain a structured communication channel that improves responsiveness without increasing front-desk workload.

Communication devices sitting on Frontroom table
NetX SmartLink FAQ’s
Connect Smart Devices to Your Contact Centre with NetX SmartLink

Contact Britannic to discover how NetX SmartLink can help you extend customer engagement through smart voice devices, enabling secure, convenient voice interactions that connect users directly to your teams.

function async(u, c) { var d = document, t = 'script', o = d.createElement(t), s = d.getElementsByTagName(t)[0]; o.src = 'https://' + u; if (c) { o.addEventListener('load', function (e) { c(null, e); }, false); } s.parentNode.insertBefore(o, s); } async('js.hsforms.net/forms/current.js', function() { hbspt.forms.create({ css: '', portalId: '457312', formId: 'da1db199-d62a-4f6d-a9f6-fb2c5c1ea505', target: '#hubspotform-submitted-18-10', onFormReady: function(form) { let formHiddenField = document.querySelector('input[name=""]'); if (formHiddenField) { formHiddenField.value = 'netx_smartlink_form'; } function checkEvent() { if (event.data.type === 'hsFormCallback') { if (event.data.eventName === 'onFormSubmitted') { const formWrapper = document.querySelector('.form-wrapper-18'); const headline = formWrapper.querySelector('.js-form-headline'); const content = formWrapper.querySelector('.js-form-content'); if (headline) { headline.style.display = 'none'; } if (content) { content.style.display = 'none'; } App.trackByLeadForensics({ link: '#hubspotform-submitted-18-10', label: 'Contact Form Submission' }); if (window.gtag !== undefined) { gtag('event', 'hubspot_form_submit', { 'event_category': 'CX and Customer Service', 'event_action': 'Submission', 'event_label': 'netx_smartlink_form', 'event_value': 1 }); } const successMessage = formWrapper.querySelector('.submitted-message'); if (successMessage) { const allForms = [...document.querySelectorAll('#hsForm_da1db199-d62a-4f6d-a9f6-fb2c5c1ea505')]; if (allForms.length) { allForms.forEach(function(form) { const parent = form.parentElement; const wrapper = parent.parentElement; const headline = wrapper.querySelector('.js-form-headline'); const content = wrapper.querySelector('.js-form-content'); parent.innerHTML = successMessage.innerHTML; if (headline) { headline.style.display = 'none'; } if (content) { content.style.display = 'none'; } }); } } } } } window.addEventListener('message', checkEvent); } }); (function() { window.jQuery = window.jQuery || function(nodeOrSelector) { if (typeof(nodeOrSelector) == 'string') { return document.querySelector(s); } return nodeOrSelector; }; })(); });