Seventeen capabilities that make up the Edesy contact centre - what each one does, how it works, and what it does not do.
No hardware
Browser-based agents
Seats from Rs 1,500/agent/month
Hold callers in a managed queue and distribute them to the right available agent instead of dropping them to voicemail.
Learn moreTrack who is available, who is on a call and who is unavailable, and control the caller ID each agent dials out on.
Learn moreSupervisors join a live queue call in one of three modes: listen silently, whisper to the agent only, or barge in so both sides hear them.
Learn moreBring a third party onto a live call, so a handover happens with the customer present rather than as a cold transfer.
Learn moreRecord calls, retrieve them through the dashboard or API, stream them in the browser, and share a specific recording by link.
Learn moreBuild, preview and publish call flows, assign them to numbers, and test them on a real call before they go live.
Learn moreUpload a contact list and an audio message, estimate what the run will cost before starting, schedule it, and export the results.
Learn moreMaintain a do-not-call list on the platform so suppressed numbers are managed as data rather than as a spreadsheet nobody checks.
Learn moreConnect any CRM through signed webhooks and the contacts API: agent-dialer call and disposition events flow out, and contacts flow in for screen-pop.
Learn moreLet agents take and make calls from a browser tab, including transferring a live call, with no desk phone or softphone install.
Learn morePut a call button on your website that connects a visitor to your team, and measure how many people saw it versus clicked it.
Learn moreA real-time supervisor dashboard, agent and queue performance reports with service level, call detail records for every leg, and exportable campaign results.
Learn moreChoose how each queue picks the next agent: round robin, longest idle, or skill-based routing with a minimum skill level.
Learn moreAfter a call, get a transcript, a short AI summary, key points, the caller's sentiment and a suggested disposition, built from the call recording.
Learn moreA browser softphone for contact centre agents: answer or reject, mute, keypad, blind and warm transfer, status, dispositions, call history and contacts.
Learn moreDefine the wrap-up codes agents pick after every call, optionally require notes, and send each disposition to your CRM by webhook.
Learn moreAn outbound campaign that dials your leads and bridges each answered call to a free agent, paced at 1.0, 1.5 or 2.0 lines per free agent.
Learn moreSeats from Rs 1,500 per agent per month, calls at Rs 0.50/min, prices excluding GST. Seats are provisioned with Edesy.