The system behind the floor, not a licence we resell.
Telephony, customer record and service desk running as one product, with AI scoring every call and automations doing the admin agents used to forget. Buy it as a service on our floor, or run the platform on your own infrastructure with your own carrier and your own data residency.
Four things most companies buy from four vendors.
A PBX from one supplier, a CRM from another, a helpdesk from a third, and a QA spreadsheet somebody maintains by hand. The joins between them are where the customer's context goes missing. Here they are one product with one identity per call.
Carrier-grade PBX
SIP trunks, DIDs, extensions, IVR, queues, ring groups and recording. Multi-tenant from the first call, with its own dialplan and number space per tenant.
Live contact centre
Switchboard, wallboard, supervisor control and an outbound dialer with real pacing, so a queue is managed as it happens rather than explained afterwards.
CRM on the same spine
Accounts, contacts and every call on one timeline, with do-not-contact enforced before the dial rather than remembered by an agent.
Service desk with a clock
Tickets on an enforced workflow, SLA timers that pause when it is not your turn, and breaches you can see coming rather than discover.
One call identity, end to end. The same identity carries from the trunk that delivers the call, through the queue and the customer file, to the resolved ticket and the QA score attached to it. Nothing is re-keyed and nothing double-counts.
Watch the board work →The screens your supervisors actually work in.
Five screens carry the working day. Pick one and it opens below, drawn from the product itself rather than described in a paragraph.
Every call scored. Not the two percent a human had time for.
Traditional QA listens to a handful of calls a week, which means the call that damaged your brand was almost certainly not one of them. Ours transcribes and scores the whole queue against a scorecard you approve, then puts the exceptions in front of a supervisor. The human judgement stays; the guessing about which call to listen to goes.
Transcription in English and Kiswahili
Including code-switching mid-sentence, which is how people actually talk on a Kenyan phone call. Searchable, so a phrase can be found across a whole month of calls.
Your scorecard, not ours
Criteria you write and weight: greeting, identification, mandatory disclosures, tone, accuracy, next step. Change the weighting and the whole history re-reads under the new rules.
Compliance phrases enforced
A required disclosure that was skipped, a prohibited threat, or a debt discussed with the wrong person is flagged on the call it happened in, not discovered in a complaint six weeks later.
Sentiment and escalation risk
Calls that turned hostile are surfaced the same day, so a supervisor can call the customer back before they write to you or to a regulator.
Coaching that points at a timestamp
Feedback arrives attached to the second it refers to, so a review is a conversation about a recording rather than an argument about a memory.
The AI scores and flags. A person still decides. Nothing disciplinary happens on a machine's opinion alone, and any agent can contest a score with the recording open.
The admin an agent used to forget, done by the system.
Most collapses in a contact centre are not dramatic. A note is not written, a callback is not diarised, a promise is not followed up, a ticket sits with nobody looking at it. Each of these is a rule, and rules belong in software rather than in somebody's memory.
Screen pop and history
The caller's file, open tickets, last promise and next action resolve from the number before the agent speaks, which removes the first two minutes of every call.
Summary written for you
A draft summary, outcome code and follow-up task generated from the transcript, which the agent confirms or corrects in seconds instead of typing from scratch.
Reminders and follow-through
A promise to pay creates a dated task, an SMS reminder the day before, and a call back into the queue the moment it is broken. Nobody has to remember it.
Consent and window checks
Do-not-contact, frequency caps, calling windows and holidays checked at the moment of dialling, so a compliance rule cannot be overridden on the floor.
Escalation before breach
A ticket approaching its SLA, an unworked queue, an arrangement with no payment: each raises itself to a supervisor rather than waiting to be noticed.
Your pack, assembled
Contacts, outcomes, QA scores, complaints and recoveries compiled and sent on schedule, with the reasons behind every failure rather than an average that hides them.
Also available, and used carefully: voice bots for balance enquiries and payment confirmations, and WhatsApp automation for reminders and receipts. We deploy them where a customer genuinely wants a machine to be quicker, and we keep a person on anything that involves a dispute, a hardship or a complaint.
The benefit is different depending on whose desk you sit at.
You can answer the board
How many customers did we reach, what did they say, what did it cost and what came back. Four questions that normally take a week to assemble, available on a screen you can open yourself, with the recording behind every number.
You manage as it happens
A live board instead of a morning report, exceptions raised to you instead of found by you, and coaching evidence that already exists. Supervisors stop spending their day sampling calls and start spending it fixing the three things the scores point at.
Every shilling traces to a call
Recoveries reconciled to account numbers, receipts and the conversations that produced them. Commission invoices arrive with the remittance they relate to rather than a month later, and any line can be audited back to a recording.
Conduct is evidenced, not asserted
Mandatory disclosures checked on every call rather than on a sample, third-party disclosure flagged automatically, and a complete audit trail written by the database. When a regulator or a customer asks, the answer is a file rather than a defence.
Less typing, fairer reviews
The file opens before they greet, the summary drafts itself, the follow-up diarises itself. And because every call is scored rather than a lucky few, a good week shows up as a good week instead of depending on which calls were sampled.
As a service, as a licence, or as your own platform.
Our floor, our agents
You buy the outcome. The platform is simply how we deliver it, and you get a read-only login so you can see your queue on the same screen our supervisor does.
Your team, our platform
Your own staff work your own queue on the system, hosted by us or installed on your infrastructure, with your carrier contract and your numbers. We handle setup, training and support.
Multi-client and wholesale
For BPOs, resellers and groups running several businesses on one platform. Unlimited tenants, isolated by design, each with its own branding, numbers, staff and reports.
See it running on a real switch, with your own number.
A working demonstration takes under an hour. We point a test number at a tenant, you call it from your phone, and you watch the call land, the file open, the ticket appear and the QA score arrive against the recording.