A conference bridge joins more than two parties on one call. In a contact centre its most common use is the warm transfer: the agent brings in a specialist, introduces the context, and leaves. The customer explains their problem once. A cold transfer, by contrast, drops them into a new queue to start again.
No hardware
Browser-based agents
Seats from Rs 1,500/agent/month
Bring a third party onto a live call, so a handover happens with the customer present rather than as a cold transfer.
The customer repeats nothing
Context is handed over verbally by the agent who already has it, which is the single most common complaint about transfers.
Specialists join without owning the queue
A product or credit specialist can be pulled in for two minutes without sitting in the contact centre all day.
Conference state is tracked
The platform reports on conference status, so multi-party calls are not a blind spot in reporting.
Escalation without a callback
A manager can be added to a live call instead of promising to ring back.
End to end, in the order it actually happens.
The agent puts the customer on hold and dials the third party.
Agent and third party speak privately to hand over context.
The customer is brought into the conference bridge.
The original agent drops off, or stays, as needed.
Conference status is reported back to the platform throughout.
Worth knowing before you build a process around it.
Warm transfers
Specialist consultation
Manager escalation
Three-way verification
Agent Status & Availability
Track who is available, who is on a call and who is unavailable, and control the caller ID each agent dials out on.
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 moreCall Recording
Record calls, retrieve them through the dashboard or API, stream them in the browser, and share a specific recording by link.
Learn moreA conference bridge joins more than two parties on one call. In a contact centre its most common use is the warm transfer: the agent brings in a specialist, introduces the context, and leaves. The customer explains their problem once. A cold transfer, by contrast, drops them into a new queue to start again.
1. The agent puts the customer on hold and dials the third party. 2. Agent and third party speak privately to hand over context. 3. The customer is brought into the conference bridge. 4. The original agent drops off, or stays, as needed. 5. Conference status is reported back to the platform throughout.
Verify the maximum number of concurrent participants for your configuration before designing a workflow that assumes large conferences. This is in-call conferencing for contact centre handovers, not a scheduled meeting product with dial-in PINs and calendar invites.
Financial Services, Insurance, Healthcare, Real Estate. Typical uses are warm transfers, specialist consultation, manager escalation, three-way verification.
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.