Features
What our call centre software actually does
All the features of our Kenyan cloud call centre system, written plainly and in the order a call meets it: IVR menus and numbers, queues and routing, the browser softphone, recording, SMS, reports and the API. All of it is on every plan, whether you call it a call centre or a call center.
12 groups of featuresAll of them on every planGaps listed at the bottom
How a call meets it
Arriving, waiting, answered
The first half of the system: everything between a customer dialling your number and somebody saying hello.
Numbers and menus
A caller dials an ordinary Kenyan number and hears whatever you decide they should hear.
- Kenyan mobile and landline numbers, on Safaricom, Airtel and fixed lines
- Voice menus — press 1 for sales, 2 for support — in English, Kiswahili or both
- Menus inside menus, for departments that need a second question
- A different greeting and route for each number you own
- Text read aloud automatically, or your own recorded prompts
Queues and routing
Callers wait in an orderly line instead of hearing an engaged tone, and reach the right team.
- Teams with their own queue, greeting and hold music
- Ring everyone at once, one at a time, or whoever has been idle longest
- Skills-based routing, so a Kiswahili caller reaches somebody who speaks it
- Business hours and public holidays, with a different route outside them
- Send known numbers straight to the person who deals with them
- Voicemail when nobody can take it, emailed to whoever should hear it
- Callers can ask for a call back instead of holding
The agent's phone
Agents work from a browser with a headset. Nothing to install, nothing to buy.
- A softphone that follows them around the system, or opens in its own window
- The caller's record appears as the phone rings — name, company, recent calls
- Hold, mute, keypad tones, and transfer to a colleague or a team
- Dial with the keyboard: type the number, press Enter
- Wrap-up time after each call to write a note and pick an outcome
- Outcomes you define yourself, not a fixed list
- Available, on a break, in a meeting — with a reason, so supervisors know
- Or ring agents on their ordinary mobile phones instead
Outbound and campaigns
Working through a list of people to ring, without a spreadsheet and a mobile phone.
- Import contacts from a spreadsheet or paste them in
- Campaigns that put the next customer in front of the agent automatically
- The agent's phone rings first, then the customer — so nobody answers to silence
- Click to call from any contact record
- A do-not-call list that is checked again as each call goes out
- Restrict which countries or prefixes can be dialled at all
- Choose which of your numbers the customer sees
Contacts and history
Every call, text and note about a customer in one place, whoever handled it.
- A record for every caller, created automatically the first time they ring
- One timeline per customer: calls, texts, voicemails, notes, callbacks
- Fields you define yourself — account number, policy number, whatever you use
- Chosen fields shown on the screen pop, so the agent sees them while it rings
- Duplicate detection, for the same person under two numbers
- Search by name, number or company, and export to a spreadsheet
Recording and quality
Evidence rather than impressions, for coaching, disputes and compliance.
- Call recording, on or off per team
- A retention period you set, after which recordings are deleted automatically
- Playback from the call record, with who listened recorded
- Scorecards you build yourself, with weights and critical questions
- Agents see their own scores and acknowledge them
Reports and wallboards
What happened this morning, and what is happening right now.
- A live board: waiting, on calls, free agents, longest wait
- A full-screen version for a television on the wall
- Calls answered, missed and abandoned, by team and by agent
- Answer times and how long people waited before giving up
- Busiest hours and days, so you can staff for them
- Every report exportable to a spreadsheet
- A complete call log with recordings and notes attached
Two-way SMS
Texts in the same system as calls, so a customer's history is complete.
- Send and receive texts, threaded as conversations
- Replies from customers appear alongside their calls
- Templates with the customer's name filled in
- Bulk sends to a contact list, scheduled or immediate
- Delivery reports, so you know what actually arrived
- The do-not-call list covers texts too
API, webhooks and integrations
So the rest of your business knows what is happening on the phones.
- A REST API for contacts, calls, agents, queues and messages
- Webhooks that tell your systems the moment a call starts, is answered or ends
- Keys with their own permissions — read call history without being able to start calls
- A ready-made connector for WHMCS, with screen pop and click to call
Running the place
Who can do what, what it costs, and when you are open
The second half: the settings that make it yours, and the ones that decide what a caller hears at seven in the evening.
Users, roles and your own branding
Control over who can do what, and what the system looks like to your team.
- Administrators, supervisors and agents out of the box
- Custom roles with exactly the permissions you choose
- Two-factor sign-in, and a record of every sign-in attempt
- Your own logo, colours and name on the system
- Your own web address for your team to sign in at
- An audit trail of who changed what
Your account, your credit, your invoices
Open an account yourself, see what you have spent, and top up without ringing anybody.
- Sign up online, pay by card or M-Pesa, and start the same day
- Calling credit you top up inside the app, with a running balance
- A statement showing every call, message and charge with its date
- A warning well before the balance runs out, not after
- Invoices in shillings with VAT shown separately, ready to download
- Order an extra phone number from inside the app — we buy it and put it on your account
Opening times, holidays and the voice that speaks
What callers hear depends on when they ring and which language they speak.
- Opening times per weekday, and a holiday list for the ones that move
- A different greeting, menu or voicemail outside those hours
- Menus spoken in English or Kiswahili, in a male or female voice
- Or upload your own recordings and use those instead
- A message when nobody is free, in your own words, rather than a dead line
- Recordings kept for exactly as long as you decide, then deleted
Honestly
What it does not do yet
Worth saying plainly, because finding out after you have paid wastes your time and ours. Some of these are being worked on — ask us where they are before you decide.
- No email or ticketing inbox
- No supervisor listening in on a live call
- No automatic transcription of recordings
- No predictive dialling
If one of those is the thing you came for, say so on the first call and we will tell you where it is on the list rather than selling around it.
Next step
See it on your own numbers
A demo takes about half an hour, and we will tell you if it is not a fit.