Edesy Cloud Contact Center is a browser-based call center for Indian teams. Callers to your Edesy number wait in a queue, the routing engine rings a free agent's browser softphone, supervisors watch and coach live calls, and AI writes a summary of each recorded call. Seats start at Rs 1,500 per agent per month, plus call minutes.
Two portals, one login. Admins and supervisors work in ccaas.edesy.in. Agents take calls in the browser at ccaas-agent.edesy.in. Both use your Edesy single sign-on.
What is available today#
| Area | What you get |
|---|---|
| Routing | Queues, skills with levels, four strategies: round robin, longest idle, least occupied, skill based |
| Waiting callers | Spoken hold message or your own hold-music file; ring-no-answer moves the call to the next agent |
| Agent desktop | Browser softphone: answer, reject, mute, hold, keypad, blind and warm transfer, status, wrap-up codes, call history, contacts with screen-pop |
| Supervisors | Live dashboard (agents by status, calls waiting, longest wait, service level, abandoned, average wait and handle time), listen, whisper, barge |
| Reports | Daily agent and queue performance for up to 92 days |
| AI | Transcript, summary, key points, sentiment and a suggested wrap-up code for recorded calls |
| Dialer | Progressive or power agent dialer at 1.0, 1.5 or 2.0 lines per free agent |
| Developers | REST API under /v1/ccaas, agent and supervisor WebSockets, signed webhooks |
Where to start#
- Setup checklist: from a new workspace to the first answered call.
- Seat pricing: plans and what you pay for minutes.
- Routing strategies: how the next agent is picked.
- API overview: every
/v1/ccaasendpoint.
New to the product? See the Cloud Contact Center overview.