AI call insights turn a recorded contact centre call into something an agent or supervisor can read in seconds. From the call recording, Edesy produces a transcript, a short summary, the key points, the caller's sentiment and a suggested disposition from your own wrap-up codes. Insights appear against the call in the agent's history, so nobody has to replay the audio.
No hardware
Browser-based agents
Seats from Rs 1,500/agent/month
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.
Read the call instead of replaying it
A summary and key points give the gist of a call in a few lines, which is what a supervisor or the next agent actually needs.
Full transcript
The whole conversation as text, for searching, quoting in a dispute, or reviewing what was promised.
Sentiment at a glance
Each call is marked with the caller's overall sentiment, so unhappy calls stand out without listening to every one.
Suggested disposition
The insight suggests a wrap-up code from your own list, which helps keep dispositions consistent across agents.
End to end, in the order it actually happens.
A contact centre call is recorded.
After the call, the agent or supervisor opens the call and asks for insights.
Edesy transcribes the recording and generates the summary, key points, sentiment and suggested disposition in the background.
The result is stored against the call and shown from then on without regenerating.
Worth knowing before you build a process around it.
Faster wrap-up
Supervisor review
Dispute handling
Handover between agents
Call Recording
Record calls, retrieve them through the dashboard or API, stream them in the browser, and share a specific recording by link.
Learn moreDispositions & 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 moreAgent Desktop (Browser Softphone)
A browser softphone for contact centre agents: answer or reject, mute, keypad, blind and warm transfer, status, dispositions, call history and contacts.
Learn moreAI call insights turn a recorded contact centre call into something an agent or supervisor can read in seconds. From the call recording, Edesy produces a transcript, a short summary, the key points, the caller's sentiment and a suggested disposition from your own wrap-up codes. Insights appear against the call in the agent's history, so nobody has to replay the audio.
1. A contact centre call is recorded. 2. After the call, the agent or supervisor opens the call and asks for insights. 3. Edesy transcribes the recording and generates the summary, key points, sentiment and suggested disposition in the background. 4. The result is stored against the call and shown from then on without regenerating.
Insights need a recording. If recording is off for a call, there is nothing to transcribe. Insights are produced after the call, not live during it. Transcription accuracy depends on audio quality and language. Treat the summary and suggested disposition as help for the agent, not a replacement for their judgement. This is per-call insight. It is not a QA scoring or speech analytics programme across all calls.
BPO, Financial Services, Insurance, E-commerce. Typical uses are faster wrap-up, supervisor review, dispute handling, handover between agents.
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.