CCaaS — Cloud Contact Center
Run customer conversations from one workspace
EaseDial Contact Center handles inbound queuing and routing, outbound campaign dialing, supervisor monitoring, and call recording — without separate platforms for each function. It runs on the same infrastructure as EaseDial Business Phone.
Inbound
Inbound call management
From the moment a call arrives to the moment an agent picks up — IVR, queuing, and routing work as a connected system.
IVR & Call Flow
Configure how incoming calls are greeted, what options are presented, and where calls are routed based on input or time of day.
Call Queues
Queue inbound calls by team, skill, or priority. Agents work through the queue; callers hear hold music or messages.
Skills-Based Routing
Route to the agent best suited for the caller — by language, product, account type, or any skill set you define.
Callback Scheduling
Let callers leave a callback request rather than waiting on hold. The system calls them back when an agent is available.
Outbound
Outbound campaign dialer
Three dialing modes for different outbound use cases — from high-touch preview calls to high-volume predictive campaigns.
Preview Dialer
Agents review contact information before the call is placed. Used for high-value or complex outbound contacts.
Progressive Dialer
Automatically dials the next contact when an agent becomes available. Removes manual dialing without overreaching capacity.
Predictive Dialer
Dials ahead of agent availability based on historical connect rate. Maximizes agent talk time for high-volume campaigns.
Campaign Management
Create and manage outbound campaigns with lead lists, dispositions, and progress tracking.
For wholesale termination for call centers running their own dialer, see CC Routes.
Supervision
Supervisor controls
Supervisors see everything happening across queues and agents — and can intervene in live calls when needed.
Listen
Monitor a live call in silent mode — the agent and customer are unaware.
Whisper
Speak to the agent privately on a live call without the customer hearing.
Barge
Join a live call as a third participant — the customer hears the supervisor too.
Real-Time Dashboard
See all agents, queues, and active calls in real time — state, duration, and queue depth.
Contact Center FAQs
What is the difference between a call center and a contact center?
A call center handles voice calls. A contact center handles multiple communication channels — calls, messaging, live chat, and digital conversations. EaseDial Contact Center covers inbound and outbound voice, queuing, routing, and supervisor management. Messaging and digital channels are available through EaseDial Messaging.
What dialer modes does EaseDial support?
EaseDial supports preview, progressive, and predictive dialing modes. Preview gives agents context before placing the call. Progressive dials automatically when an agent is ready. Predictive dials ahead of availability to optimize talk time for high-volume campaigns.
Can supervisors monitor calls in real time?
Yes. Supervisors can listen to live calls silently, whisper coaching to agents without the customer hearing, or barge into the call as a third participant. The real-time dashboard shows all agent states, call durations, and queue depths simultaneously.
How does skills-based routing work?
Skills-based routing matches incoming calls to the available agent most qualified to handle them — based on attributes like language, product knowledge, account type, or any custom skill definition. Calls go to the right person first rather than the next available generic agent.
Is EaseDial Contact Center separate from Business Phone?
No — they share the same infrastructure. Business phone extensions and contact center queues operate on the same platform. Routing between internal extensions and customer-facing queues works natively without integration work.
See the full contact center platform
Book a demo and we'll walk through routing, queues, dialer setup, and supervisor tools for your use case.