Questions
The things people ask before they buy
Answered the way we would answer them on the phone. If yours is not here, ring us and ask it.
FAQ
What is a cloud call centre system?
It is call centre software that runs on the internet rather than on a box in your office. Your Kenyan number points at it, callers hear your menu, and your agents answer from a browser wherever they are. There is no PBX to buy, no cabling, and nothing to fail in a power cut at your premises.
Do we need to buy phones or a PBX?
No. Agents answer on a computer with a headset. If you would rather they use their ordinary mobile phones, the system can ring those instead — many teams start that way and move to headsets later.
Can we keep our current phone number?
Usually yes. Numbers can often be moved across, and where that is not possible we can forward your existing line into the system so callers keep dialling what they already know.
Does it work with Safaricom and Airtel?
Yes. Callers dial an ordinary Kenyan number from any network, mobile or landline, and are charged their normal rate for calling it.
How many agents do we need to start?
One. Most teams start with two or three on a single number and add people once they trust it. Adding a seat takes a minute and is charged monthly.
Can agents work from home?
Yes. All they need is a laptop, a headset and a reasonable internet connection. Supervisors see who is available and what everyone is doing from the same screen, wherever people are sitting.
What internet speed do agents need?
A voice call uses very little bandwidth — the problem is usually stability rather than speed. A steady home fibre line is comfortable. We check this with you during setup rather than guessing.
Are calls recorded, and who can hear them?
Recording is optional and set per team. Recordings are kept for a period you choose and then deleted automatically. Only people whose role allows it can listen, and the system records who listened to what.
Is call recording legal in Kenya?
Recording is common practice, and the Data Protection Act treats a recording as personal data. In practice that means telling callers they are being recorded, having a reason for keeping it, and not keeping it longer than you need. The system supports all three. We are not lawyers and you should take your own advice on your obligations.
Can we send SMS from the same system?
Yes. You can send and receive texts, and a customer's messages appear in the same history as their calls. Bulk sends to a contact list are included, with delivery reports.
Does it connect to our existing systems?
There is a REST API and webhooks, so your CRM or billing system can be told about every call as it happens. There is a ready-made connector for WHMCS. For anything else, your developer has what they need.
How long does setup take?
A simple setup — one number, one menu, one team — can be working the same week. Complicated routing, several departments and integrations take longer, and we will tell you honestly which one you are before you commit.
What does it cost?
Monthly per agent seat, in shillings, plus your numbers and call time at network rates. Tell us how many agents and numbers you need and you will get a figure the same working day.
What happens to our data if we leave?
It is yours. Contacts, call history and recordings can be exported before the account closes. Ask and we will do it for you.
Still unsure
Ask us the awkward one
If there is something that would stop you buying, we would rather hear it now than three weeks into a trial.