Specification sheet · Unified Communications & Contact Centre
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.
Cloud contact centre with omnichannel routing across voice, chat, email, WhatsApp and social, plus skills-based routing, IVR, dialler, WFM, QM and CRM integrations.
- Channels in one queue
- 7+
- Countries for numbers
- 110+
- Platform availability
- 99.99%
At a glance
- Voice, chat, email, WhatsApp, SMS, RCS and social in one queue
- Skills-, language- and priority-based routing with CRM look-ups
- Drag-and-drop IVR and flow builder; callback-in-queue
- Preview, progressive and predictive dialler with AMD and DNC
- Workforce management: forecasting, scheduling, adherence
- Quality management with 100% speech and text analytics
- PCI-DSS pause/resume recording; encrypted, searchable archive
- Browser agent desktop embedded in Salesforce, Dynamics, Zendesk
Typical use cases
- 01BPOs and outsourcers
- 02E-commerce and retail
- 03Banking, insurance and fintech
- 04Healthcare
- 05Travel and hospitality
- 06Utilities and telecom operators
Technical & commercial specifications
| 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 |
Talk to Dollu about Cloud Contact Centre
Send us your destinations, volumes, sites or use case and we will return a proposal, pricing and a technical plan within one business day. Test credentials and the full service description and SLA document are available on request.
- Sales
- [email protected]
- Phone
- +91 777-500-2222
- Web
- dollu.com
- NOC
- [email protected] · 24×7
Dollu Ltd · 2403A, Iconic Corenthum, Sector 62, Noida 201301, India. This sheet summarises the standard service; specifications may vary by country and are confirmed in the service order.
Online version: https://dollu.com/services/unified-communications/ccaas
Contact: https://dollu.com/contact?service=ccaas