Agents log in from any location or device and take calls as if they were at their desk.
Call Center Management
Call center software built around the way your business talks to customers.
Redefine your customer service with cloud call center and contact centre software. Empower your agents and exceed customer expectations with smart routing, IVR, unlimited recording and live dashboards in one platform.
ACOUP call center at a glance
1,000+Happy customers
300+Companies registered
25+Consultants
24/7Customer support
Features
A powerful set of call center features
Everything your agents and supervisors need to answer faster, resolve more and keep every conversation on record.
Route calls outside business hours to IVR messages, voicemail or on-call teams automatically.
Record every inbound and outbound call for quality checks, training and dispute resolution.
Supervisors listen to live calls to keep service quality consistent across the team.
Whisper guidance to an agent or barge into a call when a conversation needs extra support.
Returning callers are routed back to the agent they spoke with before.
Use the built-in CRM or connect your own through the API, so caller details are ready when the call connects.
A live view of queues, agent status, wait times and call volumes.
Distribute calls across queues so every caller reaches the right team.
The product
Features you will love
Link your own number
Connect your new or existing office phone number to our cloud infrastructure and make inbound and outbound calls with your own identity. The platform supports PRI and SIP trunk carriers with any number of channels.
Explore nowWebRTC softphones
Make voice and video calls straight from the browser, with no dedicated hardware or software. WebRTC works in Google Chrome, Mozilla Firefox, Microsoft Edge and Opera, and encrypts every call for privacy and security.
Explore nowPreferred agent selection
Route calls on criteria that connect customers to the most suitable available agent, including the agent they spoke with before. It improves customer satisfaction, efficiency and overall call center performance.
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The ultimate toolset
MENA's most insightful cloud communication suite for SMBs
An advanced toolset for business communications, from IVR design and call masking to barging, whispering and API integration.
- Link your own number
- Access from anywhere
- Unlimited extensions
- Queues
- Preferred agent selection
- WebRTC softphones
- Call masking
- Auto call schedule
- Video call
- Unlimited call recordings
- Easy-to-design IVR flows
- Live dashboards
- Role-based user access
- Call monitoring
- Call barging
- Call whispering
- Time condition-based IVR
- Customised reporting
- Security features
- In-built CRM system
- API integration
How it works
Live in four steps
- 01
Connect your number
Link your existing office or toll-free number through PRI or SIP trunk.
- 02
Design IVR & queues
Build call flows, time conditions and queues for each team.
- 03
Add your agents
Create extensions and role-based access, with softphones in the browser.
- 04
Go live & monitor
Track queues and agents on live dashboards, and record every call.
FAQs
Frequently asked questions
Can I use my existing business phone number?
Yes. You can link a new or existing office number to the cloud platform and call customers with your own identity. PRI and SIP trunk carriers are supported with any number of channels.
Do agents need desk phones or special software?
No. WebRTC softphones let agents make voice and video calls from Google Chrome, Mozilla Firefox, Microsoft Edge or Opera, with encryption built in.
Can customers reach the same agent again?
Yes. Preferred agent selection routes returning callers to the agent they spoke with earlier, when that agent is available.
Can supervisors monitor and support live calls?
Yes. Supervisors can monitor calls in real time, whisper guidance to agents and barge into a call when needed.
Is call recording included?
Yes. The platform includes unlimited call recordings for quality, training and record keeping.
Does it work with our CRM?
It includes a built-in CRM system and offers API integration for connecting your existing business systems.
How are calls handled outside business hours?
Time condition-based IVR and out-of-hours services route calls automatically based on your working hours.
Is this software only, or can ACOUP supply the agents too?
Both are available. This page covers the contact centre platform you run with your own team. If you would rather outsource the people as well, BPO & Call Center services provides trained agents, supervisors and reporting on the same technology.
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Elevate your customer service
Empower your agents and exceed customer expectations with ACOUP call center software.