The agent desktop is where agents take and make contact centre calls. It runs in the browser at ccaas-agent.edesy.in, so an agent needs a headset and a tab, not a desk phone. Agents answer or reject calls, mute, use the keypad, transfer blind or warm, set their status, pick a disposition after each call, and see their call history and contacts.
No hardware
Browser-based agents
Seats from Rs 1,500/agent/month
A browser softphone for contact centre agents: answer or reject, mute, keypad, blind and warm transfer, status, dispositions, call history and contacts.
Nothing to install
A browser and a headset. No desk phone, no softphone rollout, no per-machine IT ticket.
Full call controls
Answer, reject, mute, keypad for IVRs on the other side, and blind or warm transfer.
Status in one click
Agents set themselves available, on break or offline, and routing follows that status.
Screen-pop and contacts
Inbound calls show the caller from your contacts directory, and agents can click to call a contact.
Disposition dialog
After each call the agent picks a wrap-up code, with notes where you require them.
Call history with insights
Past calls, recordings and AI call insights in one list.
End to end, in the order it actually happens.
An admin creates the agent in the contact centre portal and adds them to queues.
The agent signs in to the agent desktop in their browser and sets themselves available.
Queue calls ring in the browser; the agent answers and works the call.
If needed, the agent transfers the call blind or warm.
After the call, the agent submits a disposition and returns to available.
Worth knowing before you build a process around it.
Remote and hybrid teams
Fast agent onboarding
Seasonal agents
Inside sales desks
Dispositions & Wrap-Up Codes
Define the wrap-up codes agents pick after every call, optionally require notes, and send each disposition to your CRM by webhook.
Learn moreBrowser Calling (WebRTC)
Let agents take and make calls from a browser tab, including transferring a live call, with no desk phone or softphone install.
Learn moreAI Call Insights
After 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 moreThe agent desktop is where agents take and make contact centre calls. It runs in the browser at ccaas-agent.edesy.in, so an agent needs a headset and a tab, not a desk phone. Agents answer or reject calls, mute, use the keypad, transfer blind or warm, set their status, pick a disposition after each call, and see their call history and contacts.
1. An admin creates the agent in the contact centre portal and adds them to queues. 2. The agent signs in to the agent desktop in their browser and sets themselves available. 3. Queue calls ring in the browser; the agent answers and works the call. 4. If needed, the agent transfers the call blind or warm. 5. After the call, the agent submits a disposition and returns to available.
Audio quality depends on the agent's own network and headset. A browser softphone does not fix a bad home connection. The desktop is for voice calls. It does not handle chat, email or social messages. Confirm supported browsers for your rollout rather than assuming every browser behaves identically.
BPO, E-commerce, SaaS, EdTech. Typical uses are remote and hybrid teams, fast agent onboarding, seasonal agents, inside sales desks.
A cloud contact center is call center software that runs in the cloud instead of on office hardware. Agents take and make calls from a browser, calls are distributed through queues (ACD), and supervisors watch live status and recordings online. Edesy's contact center is voice-focused and priced per agent per month.
CCaaS (contact center as a service) needs no PBX, desk phones or servers. You pay per agent seat each month plus call minutes, add or remove agents as needed, and agents can work from anywhere with a browser and a headset.
Seats are provisioned with Edesy. Seats from Rs 1,500 per agent per month, calls at Rs 0.50/min, prices excluding GST.