# Cloud Contact Center

> Edesy Cloud Contact Center docs - queues, skill routing, a browser agent desktop, live monitoring, AI call insights and an agent dialer, with per-seat INR pricing.

Source: https://edesy.in/docs/contact-center

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](https://ccaas.edesy.in). Agents take calls in the browser at [ccaas-agent.edesy.in](https://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](https://edesy.in/docs/contact-center/getting-started/setup-checklist): from a new workspace to the first answered call.
- [Seat pricing](https://edesy.in/docs/contact-center/getting-started/seat-pricing): plans and what you pay for minutes.
- [Routing strategies](https://edesy.in/docs/contact-center/routing/routing-strategies): how the next agent is picked.
- [API overview](https://edesy.in/docs/contact-center/api): every `/v1/ccaas` endpoint.

New to the product? See the [Cloud Contact Center overview](https://edesy.in/cloud-contact-center).