Menus and queues
An IVR menu in English or Kiswahili, then a queue that rings a whole team instead of one phone. Hold music, position announcements and a callback offer instead of a wait.
Call center software
Call center software in Kenya, run from a browser
A cloud call center system for Kenyan businesses — a Kenyan phone number, an IVR menu that routes callers properly, a queue that rings more than one person, recording, SMS and reports, all in a browser tab. No PBX in a cupboard and no engineer on site. Incoming calls cost you nothing, and plans start at KSh 1,780 a month.
Kenyan numbersBilled by the secondPriced in shillingsSupport from Nairobi
NumbersKenyan, on every plan
AgentsIn a browser tab
FromKSh 1,780 / month
01
First, the spelling
Call center or call centre? Both, and they mean the same thing
If you typed call center you have the American spelling; Kenya, like the rest of the Commonwealth, writes call centre. It is one word spelled two ways and nothing else — the same software, the same Kenyan numbers, the same price. We answer to either. There is a longer note on which spelling to use in your own material if you are about to print something.
02
What you get
Everything a call center needs, on every plan
Nothing is held back for the larger plans. What changes between them is how many people can be on the phone at once — a three-person desk runs the same menus, recording and reports as a fifty-seat floor.
A phone in the browser
Agents answer in a tab — no handset to buy, no app to install, no desk to be chained to. A supervisor sees who is on a call and who is idle, live.
Campaigns and click to call
Upload a list, work it down, and have every outcome logged. Click a number anywhere in the system and the call places itself.
Recording and quality
Record the calls you choose, keep them exactly as long as you decide, and score them against your own checklist. Built with the Data Protection Act in mind.
Two-way SMS
Send and receive text messages from the same screen as the calls, so a conversation that moves to SMS does not start again from nothing.
Numbers you can act on
Calls offered, answered and abandoned; how long people waited; which hour of which day you are short-staffed. Exportable, and honest about what you missed.
03
Why local matters
Most call center software was not built for Kenya
The big international platforms are good software. They are also priced in dollars, supported in a timezone eight hours behind you, and sold on the assumption that a local number is somebody else's problem. Four things end up mattering more than the feature list.
01
A number your callers will actually dial
A Kenyan number on a Kenyan network, so the cost of ringing you is what your customers expect and the prefix is one they recognise. One number is included in every plan; extras are KSh 1,000 a month and only if you ask. A foreign platform will happily sell you a US number that nobody here will call.
02
Shillings, not dollars
You are invoiced in KSh at a price that does not move when the exchange rate does, and you pay by card or M-Pesa. No forex spread, no card that has to be enabled for international payments, no finance department asking what the charge was.
03
Kiswahili in the menu, not as an afterthought
A menu that opens in English and offers Kiswahili changes who stays on the line. That is not a translation setting — it is the first thing your caller hears, and it needs to be recorded by someone who speaks it.
04
Somebody to ring when it breaks
Support from Nairobi, during the hours your call center is open, from people who know which carrier is having a bad morning. We are part of Hostnali Webhost Limited, which has been running infrastructure for Kenyan businesses since 2015.
04
What it costs
Priced per seat, with incoming calls free
Almost everything an inbound call center does is answer calls somebody else paid to make. Those cost you nothing here. You pay for the seats and for the calls you place.
KSh 1,780 a month
Three people taking calls, one Kenyan number included, every feature switched on. Monthly, with no contract and no setup fee.
Free, always
Somebody ringing your number costs you nothing at all — no per-minute charge on the calls your customers make to you.
KSh 3.00 a minute
Billed by the second once the call connects, so a twenty-second call costs twenty seconds. Taken from calling credit you top up in the app.
All prices exclude VAT. The full rate card — recording, storage, extra numbers — is on the pricing page.
05
Getting going
What the first week looks like
Nothing here needs a project manager, and most of the work is decisions rather than configuration. Three things, in this order.
Open the account and get your number
Pick a plan, pay the first month by card or M-Pesa, and you are inside the system the same afternoon. One Kenyan number is included — request it in the app and we order it, or tell us you would rather move the number you already advertise.
Write the menu, then the teams
Two or three options, not seven. Decide which team each one rings, how long it rings before it goes elsewhere, and what a caller hears when nobody is free. Then add the people who answer: they sign in, the browser asks for the microphone, and they are a phone.
Read the first week's report
It will tell you what you were missing before — the abandoned calls, and the hour of the day you are short. That is the part nobody previously had numbers for, and it is what the whole thing is for.
06
Questions
What people ask before they start
01 Is this call center software or a call centre system?
The same thing, written two ways. Software, system, platform, solution — the industry uses all four, and they all describe what is here: the thing that answers your phone number, decides where each call goes, and tells you afterwards what happened.
02 Do I need hardware or a PBX?
No. There is nothing to install and nothing to rack. Agents use a browser and a headset. If you already own IP handsets, tell us which ones and we will say whether they can be pointed at this.
03 How many agents do I need to make this worth it?
Three is the honest floor, because the thing that fixes missed calls is a queue ringing more than one person. Below that you are mostly buying the menu and the call log, which is still useful but is not yet a call center.
04 Can agents work from home?
Yes — the softphone is in the browser, so an agent needs a laptop, a headset and a decent connection, not a desk in your office. Supervisors see the same live view either way.
05 Can I run an outbound call center on this?
Yes. Upload a list, work it down with click to call, and log an outcome against every number. There is no predictive dialler yet — worth knowing before you plan a hundred-seat outbound floor.
06 Is my data kept in Kenya?
Ask us and we will tell you exactly where your recordings and call records sit, and for how long. Retention is yours to set, which matters under the Data Protection Act — more on that here.
07
Read on
If you are still comparing
Next step
Open an account and make a test call today
Nothing to install, no hardware to order, no meeting required. If you would rather be shown around first, that is still on offer.