Contact Center Use Cases

Inbound Support

Answer inbound support calls through ACD queues with round robin, longest idle or skill-based routing, a hold message while callers wait, and an IVR menu in front.

Outbound Sales

Run outbound sales on the agent dialer: answered calls are bridged to free agents at 1.0, 1.5 or 2.0 lines per free agent, and every disposition goes back to your CRM by webhook.

Blended Operations

Use the same agents and queues for inbound calls and agent-dialer campaigns. The dialer only dials for agents who are free, so inbound and outbound share one team.

Customer Service

Run a voice customer service desk with screen-pop from your contacts, warm transfer to specialists, dispositions after every call and AI summaries of recorded calls.

Tech Support

Route technical support calls by skill, transfer warm to a second-line engineer, and keep a transcript and summary of each recorded call.

Collections

Call overdue accounts on the agent dialer, record promise-to-pay outcomes as dispositions, and keep call recordings for review.

Healthcare

Handle appointment and patient enquiry calls with an IVR menu, department queues and dispositions, and send outcomes to your own systems by webhook.

Insurance

Take policy and claims calls in skill-based queues, run renewal calls on the agent dialer, and record outcomes as dispositions.

Banking

Run banking and lending support lines with ACD queues, call recording, supervisor monitoring and dispositions for every call.

E-commerce

Handle order, delivery and returns calls in ACD queues with screen-pop from your contacts. Pair it with Edesy Order Calls for automated COD confirmation.

BPO

Run BPO voice processes with per-process queues and dispositions, a browser agent desktop for remote agents, and per-agent seat pricing in INR.

Government

Run citizen helplines with an IVR language menu, skill-based queues per language or department, and recorded calls for review.

Recovery Desk

Run a recovery desk with bucket-wise skill queues, promise-to-pay dispositions and supervisor barge. Call EMI lists on the agent dialer and take inbound settlement calls on the same agent desktop.

Appointment Desk

Take booking calls in an appointment queue and call back pending bookings on the agent dialer. Put an IVR menu in Hindi or English in front, and send each disposition to your system by webhook.

Inside Sales

Give your tele-sales team an agent dialer with progressive or power pacing, a browser agent desktop and live supervisor whisper. Push new leads in by API and send every disposition to your CRM.

Lead Qualification

Push web and campaign leads into a running agent-dialer campaign through the API, so they are called as soon as an agent is free. Qualify with dispositions and send outcomes to your CRM.

Remote Agents

Run a distributed contact center from any browser with no on-premise hardware. Agents log in from home on the browser agent desktop, supervisors monitor live calls remotely, and calls are recorded.