Cloud Contact Centre (CCaaS)
An omnichannel cloud contact centre - voice, chat, email, WhatsApp and social in one queue, with skills-based routing, IVR, predictive dialling, workforce and quality management, and Dollu’s own carrier network underneath.
7+
Channels in one queue
110+
Countries for numbers
99.99%
Platform availability
What is Cloud Contact Centre (CCaaS)?
Dollu CCaaS is a cloud contact-centre platform that puts every customer conversation - inbound and outbound voice, web chat, email, WhatsApp, SMS, RCS and social messaging - into a single routing engine and a single agent desktop. Interactions are queued and distributed by skill, language, priority, channel and customer value, and an agent’s view of the customer is the same whether the conversation began as a phone call or a WhatsApp message. Because voice terminates on our own carrier network, inbound numbers in 110+ countries and outbound dialling are part of the platform rather than a separate contract.
The routing layer includes a drag-and-drop IVR and flow builder, skills-based and attribute-based routing, callback-in-queue, overflow between sites and to outsourcers, and business rules that can look up a CRM record before deciding where a contact goes. For outbound teams there is a compliant dialler with preview, progressive and predictive modes, answering-machine detection, time-zone and do-not-call controls, and campaign management with list scrubbing against national registries and Dollu’s own number-validation data.
Running the operation is as important as answering the call. Workforce management forecasts volume per channel and builds schedules with shift bidding and adherence tracking; quality management scores interactions against custom scorecards, with speech and text analytics that surface sentiment, silence, compliance phrases and repeat-contact drivers across 100% of conversations rather than a sampled few. Recording is encrypted, searchable and retained to your policy, and PCI pause-and-resume stops recording automatically when an agent reaches the payment step in the desktop or CRM.
The agent desktop runs in a browser and can be embedded in Salesforce, Microsoft Dynamics, Zendesk, ServiceNow, HubSpot, Freshdesk or Zoho, so agents work in one screen with customer history, knowledge and disposition codes to hand. Supervisors get real-time wallboards, silent monitor, whisper and barge, and alerts on service level, abandonment and occupancy. The platform scales from a 10-seat helpdesk to a 5,000-seat multi-country BPO, with agents working from an office, at home or on a mobile phone.
Why choose Dollu for cloud contact centre.
The advantages of buying from a carrier that owns its network, interconnects and operations - rather than a reseller.
Route every contact to the right person first time
Skills, language, priority, channel and customer value drive routing decisions, and CRM look-ups before queueing mean a high-value customer or an open complaint never waits behind a general enquiry.
Coach with evidence, not anecdotes
Speech and text analytics on every interaction, scorecards and calibrated evaluations show which behaviours drive resolution and satisfaction, so team leaders coach the right things.
Launch new channels in days
WhatsApp, RCS, web chat or a new country number are configuration changes on a platform that already owns the messaging and voice connectivity, not new vendor contracts.
Compliance designed in
PCI pause and resume, consent capture, encrypted recording with regional storage, do-not-call scrubbing and TCPA, TRAI and Ofcom dialling controls are standard features, not custom work.
Agents anywhere, one supervisor view
A browser desktop and softphone let agents work from the office, home or a partner BPO in another country while supervisors see one set of queues, wallboards and quality data.
Capabilities in detail.
Everything included with Cloud Contact Centre (CCaaS) - the platform features, options and controls you get from day one.
- 01
Omnichannel routing
Universal queue for voice, web chat, email, WhatsApp, SMS, RCS, Facebook Messenger, Instagram and X, with channel blending, concurrency limits per agent and full conversation history across channels.
- 02
Skills-based routing and queues
Multi-skill and proficiency-level routing, priority and last-agent routing, VIP treatment from CRM data, callback-in-queue, estimated-wait announcements and overflow across sites, time zones and outsourcers.
- 03
IVR and self-service
Visual flow builder with speech recognition, text-to-speech, data dips and payment steps; conversational AI bots deflect routine contacts and hand off to agents with context (see IVR & Conversational AI).
- 04
Outbound dialler
Preview, progressive and predictive modes with answering-machine detection, pacing controls, time-zone and calling-hour rules, do-not-call scrubbing, and campaign lists refreshed from your CRM or files.
- 05
Workforce management
Multi-channel forecasting, schedule generation with skills and shift rules, intraday re-forecasting, shift bidding and swaps, real-time adherence and mobile schedule access for agents.
- 06
Quality management and analytics
Custom scorecards, calibration, automated evaluation from speech and text analytics, sentiment and silence detection, keyword and compliance-phrase spotting, and coaching workflows tied to individual interactions.
- 07
Recording and PCI pause/resume
Screen and voice recording with encryption, regional storage, role-based playback and retention policies; automatic pause and resume triggered by the payment step in the desktop, IVR or CRM for PCI-DSS.
- 08
Agent desktop and CRM integrations
Browser-based desktop with softphone, unified inbox, knowledge panel and dispositions, embeddable in Salesforce, Dynamics, Zendesk, ServiceNow, HubSpot, Freshdesk and Zoho with screen-pop and activity logging.
- 09
Wallboards and supervisor tools
Real-time dashboards for queues, service level, abandonment, occupancy and agent state on any screen; silent monitor, whisper, barge and take-over; threshold alerts by email, SMS or in-app.
How it works.
From first conversation to live traffic - a tracked, engineer-led onboarding with a named owner at every step.
- Step 01
Discover
We map your channels, volumes, teams, skills, hours, integrations and compliance obligations, and agree the routing model, number plan and reporting you need.
- Step 02
Configure
Queues, skills, IVR flows, dialler campaigns, scorecards and wallboards are built in the admin portal. Numbers are allocated or ported and messaging channels such as WhatsApp are registered.
- Step 03
Integrate
The desktop is embedded in your CRM or helpdesk, data dips and screen-pops are connected, and recording, WFM and analytics exports are wired to your systems.
- Step 04
Pilot
A team goes live on the new platform in parallel with the old one. Supervisors validate routing, reports and quality workflows before the wider migration.
- Step 05
Scale
Remaining teams, sites and channels migrate in waves. Your customer success manager reviews KPIs monthly and the NOC monitors the platform and carrier layer 24×7.
Who uses this and why.
Typical deployments across carriers, enterprises, platforms and contact centres.
BPOs and outsourcers
Multi-tenant client separation, per-client numbers and reporting, and elastic seat counts for campaigns, on a platform that also supplies competitive international voice.
E-commerce and retail
Order, delivery and returns support across WhatsApp, chat and voice with CRM look-ups, peak-season scaling and callback to protect service levels.
Banking, insurance and fintech
Secure IVR authentication, PCI-compliant payments, 100% recording with retention, and regulated dialler campaigns for collections and renewals.
Healthcare
Appointment scheduling, reminders and triage lines with priority routing for urgent calls, privacy-conscious recording and after-hours automation.
Travel and hospitality
Booking and disruption support in many languages and time zones, with follow-the-sun routing between sites and messaging channels for itinerary changes.
Utilities and telecom operators
High-volume billing and outage enquiries with self-service deflection, proactive outbound notifications and surge capacity for incident days.
Technical & commercial specifications.
Key parameters at a glance. Ask us for the full service description and SLA document.
| Channels | Voice, web chat, email, WhatsApp, SMS, RCS, Messenger, Instagram, X |
|---|---|
| Seats | 10 to 5,000+ concurrent agents; monthly flex for seasonal peaks |
| Voice | Inbound numbers in 110+ countries; outbound via Dollu carrier network |
| Dialler | Preview, progressive, predictive; AMD; DNC scrubbing; pacing controls |
| Routing | Skills, proficiency, priority, language, last-agent, VIP, overflow |
| Recording | Voice and screen; PCI pause/resume; encrypted; regional retention |
| Integrations | Salesforce, Dynamics, Zendesk, ServiceNow, HubSpot, Freshdesk, Zoho; REST API |
| Compliance | PCI-DSS, GDPR, TCPA, TRAI, Ofcom dialling rules; ISO 27001, SOC 2 |
| Availability | 99.99% platform SLA; geo-redundant; agents on any browser |
| Support | 24×7 NOC; P1 response ≤ 15 min; customer success manager |
How UC & Contact Centre is priced.
Cloud PBX, UCaaS and CCaaS are priced per seat per month with bundled or metered minutes; Teams Direct Routing per user; global numbers added at rental + usage.
We publish the model, not a public rate card - actual rates depend on destination, route class, volume and regulatory cost. See how every Dollu service is priced.
- Monthly or annual terms
- Metered or bundled minutes per seat
- Integrations and admin portal included
- Volume pricing above 100 seats
- Add global numbers at rental + usage
- Billing
- Seats invoiced monthly in advance; metered usage in arrears
- Commitment
- Monthly or annual; annual terms unlock better seat pricing
Cloud Contact Centre - your questions answered.
The questions customers and carriers ask us most often before they interconnect. If yours is not here, our team answers within one business day.
Still have a question?
Ask our solutions teamRelated services.
Services customers commonly combine with Cloud Contact Centre (CCaaS).
Run your contact centre on the network that carries the calls.
Share your channels, seat count and countries and we will propose a routing design, migration plan and per-agent pricing within two business days.
