ACD queues with four routing strategies, a browser agent desktop, listen/whisper/barge monitoring, AI call insights and an agent dialer. Seats from Rs 1,500 per agent per month.
Seats from Rs 1,500/agent/month
Calls Rs 0.50/min, 60 s pulse
Browser agent desktop
Prices exclude 18% GST
Edesy Cloud Contact Center is browser-based call center software for Indian teams. Inbound calls go through ACD queues with round robin, longest idle or skill-based routing, agents work in a browser softphone, supervisors listen, whisper or barge on live calls, and an agent dialer handles outbound. Seats start at Rs 1,500 per agent per month, excluding GST.
| Item | Detail |
|---|---|
| Routing strategies | Round robin, longest idle, skill-based |
| Queue behaviour | Spoken hold message on loop (custom hold audio via API); an agent rings for 20 s, then the next agent is tried |
| Service level | Share of calls answered within 20 seconds |
| Agent desktop | Browser softphone at ccaas-agent.edesy.in: answer/reject, mute, keypad, blind and warm transfer, status, dispositions, history, contacts |
| Supervisor dashboard | Available / on call / on break / wrap-up / offline, calls waiting, longest wait, service level, abandoned, AHT, average wait |
| Live monitoring | Listen, whisper, barge |
| AI call insights | Transcript, summary, key points, sentiment, suggested disposition (from the call recording) |
| Outbound | Agent dialer: answered calls bridged to free agents at 1.0, 1.5 or 2.0 lines per free agent |
| Integrations | HMAC-signed webhooks for agent-dialer leads (call.answered, call.completed, disposition.submitted, recording.ready), contacts API, Voice API |
| Seat pricing | Starter Rs 1,500 (up to 20 agents), Professional Rs 2,500 (up to 100), Enterprise Rs 3,500 (unlimited), per agent per month |
| Call minutes | Rs 0.50/min, 60-second pulse, unanswered calls free |
| Billing | Prepaid INR wallet via Razorpay, GST invoices. All prices exclude 18% GST |
Everything here is live in ccaas.edesy.in and the agent desktop today
Round robin, longest idle or skill-based routing per queue. Callers hear a hold message, and an agent who does not answer within 20 s is skipped for the next one.
Answer or reject, mute, keypad, blind and warm transfer, status, dispositions, call history and contacts, all in a browser tab.
Agents available, on call, on break, in wrap-up or offline; calls waiting, longest wait, service level, abandoned calls, AHT and average wait.
Supervisors join a live queue call silently, coach the agent privately, or speak to both sides.
Recordings in encrypted cloud storage with signed links, listed and played from the portal.
Transcript, AI summary, key points, sentiment and a suggested disposition for each recorded call.
Outbound campaigns that bridge answered calls to free agents at 1.0, 1.5 or 2.0 lines per free agent (progressive or power).
Signed, retried webhooks for agent-dialer call and disposition events, plus a contacts API for screen-pop.
What each side of the contact center gets
Live dashboard with service level and AHT
Listen, whisper and barge on live calls
Agent and queue performance reports
Recordings and AI call summaries
Browser softphone, no desk phone
Screen-pop from your contacts directory
Blind and warm transfer
Disposition dialog after every call
Edesy provisions your seats; you configure the rest in ccaas.edesy.in
Pick a plan and agent count with Edesy. Complete KYC (PAN and Aadhaar, reviewed in about 24 hours) so you can buy numbers.
Search and buy a mobile, landline, toll-free or 92-series number, and top up your prepaid wallet.
Pick a routing strategy per queue, add agents and skills, and define your disposition codes.
Agents sign in to the browser agent desktop at ccaas-agent.edesy.in and set themselves available.
How each part works, and what it does not do
ACD Routing Strategies
Round robin, longest idle and skill-based routing.
Live Call Monitoring
Listen, whisper and barge on live queue calls.
AI Call Insights
Transcript, summary, key points, sentiment and suggested disposition.
Agent Desktop
Browser softphone with transfer, status and dispositions.
Dispositions & Wrap-Up
Your own wrap-up codes, required notes and a webhook per outcome.
Agent Dialer
Answered calls bridged to free agents at 1.0, 1.5 or 2.0 lines per agent.
Common ways teams run the contact center
Inbound Support
ACD queues, a hold message and a live supervisor dashboard for support lines.
Outbound Sales
Agent dialer with progressive or power pacing and dispositions to your CRM.
Blended Operations
One team for inbound queues and agent-dialer campaigns.
Customer Service
Screen-pop, warm transfer, dispositions and AI call summaries.
Tech Support
Skill-based routing and warm transfer to second-line engineers.
Collections
Agent dialer for overdue lists and promise-to-pay dispositions.
Healthcare
Department queues behind an IVR menu, with dispositions by webhook.
Insurance
Skill-based claims queues and renewal calls on the agent dialer.
Tailored solutions for your industry
BPO & Outsourcing
Contact center for bpo & outsourcing
FinTech & Financial Services
Contact center for fintech & financial services
E-commerce & Retail
Contact center for e-commerce & retail
Healthcare & Hospitals
Contact center for healthcare & hospitals
Insurance
Contact center for insurance
Real Estate
Contact center for real estate
Travel & Hospitality
Contact center for travel & hospitality
Telecom
Contact center for telecom
Open interfaces that work with any CRM, plus Edesy's LeadSquared and Zoho CRM connectors for call logging and click-to-call.
Explore more comparisons, alternatives, and resources
Per agent per month. Call minutes billed separately at Rs 0.50/min. Prices exclude 18% GST.
See how Edesy compares to other contact center solutions
Give customers a number they can call for free; every caller lands in your dashboard, CSV or CRM.
Share your use case and volume. We reply within one working day with a setup plan and pricing.
Book a demo to get agent seats provisioned. Seats from Rs 1,500 per agent per month, calls at Rs 0.50/min, prices excluding GST.