Your contact center.
Fully in the cloud.
No compromises.
InConnecta delivers a complete cloud-native contact center — inbound and outbound routing, omnichannel messaging, AI-powered IVR, quality management, real-time analytics and open APIs — all in one platform, built for mission-critical CX.
Active
247
calls
Queue
18
waiting
CSAT
94.2%
score
SLA
98.7%
met
Channel Distribution
Get every contact to the right person — instantly.
InConnecta's Automatic Call Distributor uses skills-based, priority-based and AI-assisted routing to connect customers to the most qualified available agent — across every channel.
Skills-based routing
Match contacts to agents by skill, language, product or custom attribute — in real time.
Priority queuing
Differentiate VIP, high-value or time-sensitive contacts with configurable priority lanes.
AI-assisted routing
Keptan.AI analyses intent and sentiment to route contacts before an agent even answers.
Overflow & fallback
Intelligent overflow to secondary queues, voicemail or callback when thresholds are exceeded.
Scheduled callbacks
Let customers keep their place in queue and receive a callback when an agent is free.
Multi-site & virtual
Span routing across multiple physical sites, home workers and outsourced teams transparently.
Routing rules — visual editor
Contact arrives
Any channel
IVR / Chatbot
Intent detection
Skills matching
Agent lookup
Agent available?
Check queue
Connect & log
Full context passed
IVR Flow Designer
Welcome greeting
TTS or recorded audio
Menu options
Press 1 for support, 2 for billing…
AI intent detection
Natural language understanding
CRM lookup
Pull account data in real time
Self-service action
Pay bill, check status, reset PIN
Transfer to agent
With full context & transcript
Resolve more contacts before an agent answers.
Build visual IVR flows with drag-and-drop — no code required. Combine DTMF menus, TTS, voice recognition and Keptan.AI natural language understanding for self-service that actually works.
Visual IVR designer
Drag-and-drop flow builder. Publish changes without downtime.
Text-to-speech (TTS) & voice recognition
Natural-sounding prompts in PT, EN and ES with phoneme control.
AI-powered natural language
Keptan.AI understands intent in free text — no menu navigation required.
CRM & API integration
Look up accounts, read balances, trigger actions in real time during the call.
Voicemail & callback
Capture voicemail with transcription or offer a scheduled callback slot.
Every channel your customers use — one agent desktop.
Agents see the full conversation history regardless of channel. Customers never repeat themselves.
Voice
Google RCS
SMS
Telegram
Web Chat
Video
One unified agent desktop for all channels.
Agents handle voice, chat, WhatsApp and email from a single browser tab. Full customer history, CRM sidebar, transfer controls and quality tools — no toggling between apps.
Outbound campaigns that actually connect.
Predictive, progressive and preview dialling modes — fully integrated with compliance controls, DNC lists and pacing regulations for collections, sales and proactive service.
Predictive dialler
AI-adjusted pacing to maximise agent occupancy without abandoned call violations.
Progressive dialler
One call per agent, always. Safe for compliance-heavy operations like collections.
Preview dialler
Agent reviews contact before dialling — ideal for high-value or complex accounts.
DNC management
Built-in do-not-call list enforcement, opt-out processing and suppression management.
Campaign management
Create, schedule and pause campaigns. Segment by list, skill or product.
Real-time pacing
Live dashboard for connect rate, abandonment rate, agent utilisation and SLA.
Campaign — Live stats
Dialled
4,821
Connected
1,934
Abandoned
0.8%
AHT
4:12
Full quality management — built in, not bolted on.
Every interaction recorded, scored and actionable. Supervisors coach faster, compliance teams sleep better.
Voice recording
100% of calls recorded with configurable retention. Search by agent, queue, date or outcome.
Screen recording
Capture agent desktop activity in sync with voice — full picture of every interaction.
Live monitoring
Supervisors listen silently, barge in or whisper-coach without the customer hearing.
Quality forms
Build custom evaluation forms. Auto-score by AI or assign to QA evaluators.
AI auto-scoring
Keptan.AI analyses 100% of calls for compliance keywords, sentiment and quality criteria.
Co-browsing
Secure screen co-browsing for web support — no downloads required on either side.
Compliance & PCI
Pause recording during PCI-scoped data collection. Full audit trail for every interaction.
Secure email archiving
All email interactions archived with search and export for regulatory requirements.
QA dashboards
Team, agent and evaluator dashboards. Track calibration, coaching completion and score trends.
Every metric. Real-time and historical.
Supervisor wallboards, executive dashboards and scheduled reports — all customisable, all driven by InConnecta's live data pipeline.
Real-time wallboards
Configurable supervisor wallboards with threshold alerts and RAG status indicators.
Historical reporting
Pre-built and custom reports for SLA, FCR, AHT, abandonment and productivity.
Speech analytics
Keptan.AI transcribes and analyses 100% of voice interactions for trends and compliance.
Interaction analytics
Sentiment, topic and intent analysis across all channels — voice, chat and messaging.
Scheduled delivery
Auto-deliver reports by email or export to BI tools via API.
Operations Overview — Today
Total contacts
12,847
FCR
73.2%
Avg CSAT
4.6/5
SLA met
97.4%
API-first. Connect to anything.
InConnecta exposes a complete REST API for every capability — embedding, automation, CRM integration and custom workflows.
REST & WebSocket API
Full programmatic access to routing, recordings, contacts, queues and real-time events.
Webhook events
Subscribe to interaction lifecycle events and push real-time data to any system.
Embeddable widgets
Embed the agent desktop, chat widget or call controls in your own web application.
CRM connectors
Pre-built connectors for major CRM platforms. Open SDK for custom builds.
Ocendeck Verantti
Native integration with Verantti for RPA — automate post-call work and CRM updates.
Open SIP & CPaaS
SIP trunking, PSTN connectivity and CPaaS APIs for voice-embedded applications.
Ready to move your contact center to the cloud?
Talk to an InConnecta specialist and get a personalised demo of the full platform — tailored to your operation size and industry.