OpsCentral Voice
Automate Every Customer Call On One Platform
The Voice module gives OpsCentral the power to handle inbound and outbound calls at scale while keeping context, governance, and visibility intact across every agent and every interaction.
Your Voice Problem Today
Still Running Calls on Outdated Systems?
Traditional phone systems were never designed for modern contact centre operations. When businesses rely on them for customer support, performance quickly breaks down.
Visibility Gaps
Supervisors have no real-time view of what's happening across the call floor — who's on a call, how long queues are, or where service levels are slipping.
Rigid Routing
Calls are distributed based on availability, not skills. Customers get passed around, repeat themselves, and leave frustrated.
No Actionable Data
Call logs exist, but turning them into insights requires hours of manual work — leaving performance issues undetected until they become complaints.
The OpsCentral Voice module brings every call into a single operational flow, so context stays intact no matter where the conversation starts or how it moves.
All Inbound and outbound Calls in One Platform
With OpsCentral Voice, you don’t have to juggle multiple telephony tools or systems.
Contact for demoThe OpsCentral Voice module brings customer calls into the OpsCentral platform so they are managed like any other operational interactions.
Every call becomes part of a continuous customer context, not an isolated event handled by a single agent.
Future Communication with OpsCentral Voice
Every interaction feeds into OpsCentral without creating silos.
Stop Losing Customers to Long Queues
Skills-based routing and real-time queue management ensure customers reach the right agent faster — reducing abandonment rates and repeated callbacks.
Give Agents the Context to Resolve Faster
Computer Telephony Integration (CTI) screen pops mean agents know who's calling and why before they say a word. No more asking customers to repeat themselves — first call resolution improves immediately.
Let Customers Help Themselves
An intuitive IVR handles routine requests like account queries, appointment bookings, and password resets — freeing agents to focus on complex, high-value interactions.
Make Changes Without Engineering Support
Update IVR prompts, call flows, and routing rules on the fly through a browser-based interface — no downtime, no on-site engineers, no waiting.
Turn Call Data Into Performance Insight
Rich dashboards and historical reports give supervisors a clear view of SLA compliance, agent productivity, and call trends — without exporting data or building manual reports.
Scale Without Infrastructure Costs
Cloud-based architecture means no PABX hardware, no capital expenditure, and no physical constraints. Add seats, open new sites, or enable remote agents without touching a server.
Core Capabilities
Automatic Call Distribution (ACD)
Distributes incoming calls across agents based on availability, skills, and business rules. Supports universal queue across voice, chat, email, and social media channels.
Interactive Voice Response (IVR)
A drag-and-drop IVR builder allows non-technical users design and update call flows in minutes. Customers self-serve routine queries without agent intervention.
Skills-Based Routing
Routes calls to the agent most qualified to handle each enquiry based on pre-configured skill profiles — improving resolution rates and reducing transfers.
Computer Telephony Integration (CTI) Screen Pop
Queries your CRM at the moment of call connection and instantly displays the customer's profile and history on the agent's desktop — no manual lookup required.
Voice Recording & Archiving
Records and stores all calls with a minimum retention of 3 months. Calls are searchable and accessible directly within the platform for compliance and quality review.
Outbound Dialler
Supports preview, predictive, and IVR dial modes for outbound campaigns. Accounts for time zones, list penetration, and compliance requirements.
Real-Time Dashboard
Live statistics refreshed every 5 seconds — covering call queues, agent status, SLA breaches, and campaign performance. Accessible on desktop, tablet, and mobile.
OTP Verification Mid-Call
Transfers the customer to an IVR during a live call for OTP verification, then automatically reconnects them to the same agent — no re-authentication friction.
Wrap-Up & Remarks
Agents log wrap-up notes and call outcomes at the end of every interaction, feeding structured data into reporting and CRM records.
Reports & Trace
Access historical call data, drill down on agent performance, and search for specific interactions by date, agent, or customer — all from within the platform.
One connected Platform
Designed to remove friction across every layer of customer operations
For End-customer
Faster connection to the right agent
No repeated explanations across transfers
24/7 self-service for routine queries
For Agents
Faster call handling with guided workflows
One browser-based interface, no special software
Simplified wrap-up and next-best-action prompts
For Operations
Real-time visibility across all customer calls
Standardized and scalable call workflows
Lower operational costs through automation and routing intelligence
Getting Started with OpsCentral
OpsCentral requires technical configuration and workflows alignment
1
Speak to our consultants
You explain about your setup and what you want to achieve.
2
Get on OpsCentral
OpsCentral is the hub of the platform to house all the modules.
3
Modules Configuration
Our team of engineers will help setup your environment.
4
Start Using OpsCentral
We’ll help train your team to use OpsCentral to it’s full potential.
5
Collect Interactions
Communicate with your customers and solve their issues
6
Real-time Report
Use reports to improve your call centres and product/ services
FAQs
Everything you need to know about OpsCentral
Voice. Can't find an answer? Contact us
1. What can OpsCentral Voice help my organisation achieve?
OpsCentral Voice enables organisations to manage customer voice interactions more efficiently through a centralised platform, helping teams improve response handling, agent productivity, service quality and customer experience.
2. Can OpsCentral Voice integrate with our existing business systems?
Yes. OpsCentral Voice can work alongside your existing CRM, ticketing and business applications, allowing customer conversations and relevant interaction data to flow into your existing workflows.
Can we manage and monitor all voice interactions in one place?
Yes. OpsCentral Voice provides a centralised environment for managing voice interactions, with capabilities such as call recording, monitoring, reporting and analytics to give teams greater visibility of customer conversations.
How can OpsCentral Voice improve agent productivity?
By bringing voice interactions and supporting information into a single workspace, agents can handle customer conversations more efficiently while supervisors gain greater visibility into performance, service quality and operational trends.
Can OpsCentral Voice support AI-powered voice capabilities?
Yes. OpsCentral Voice can be extended with OpsCentral’s AI capabilities, such as AI Voice Bots, transcription, conversation analysis, summarisation and quality monitoring, helping organisations automate routine interactions while gaining more value from every conversation.
Extend Your Voice Module
Our recommended Modules to boost the Voice module.
Intelligence | AI Suite
AI voice & message response
Let AI take control of the conversation before it reaches your agent.
Manage | CRM
Shared contact info
Synchronise the address book with name and full detail of clients without accessing different system
Manage | Ticketing
Case management
Manage case quicker and effectively without switching to other platform.
Suitable Solutions
For Contact Centre
Customer Feedback & Quality Assurance
Collect and analyse customer feedback to improve service quality, identify issues, and enhance customer experience.
For Customer Satisfaction
Omni-Channel Customer Engagement Platform
Interact and support your customer on any channel like voice, email, social media with Innovax.
For Operations
AI Voice and Chat Bot
Automate routine customer conversations with AI-powered voice and chat, while seamlessly handing complex enquiries to your team.
For Business Leaders
Business Intelligence Automation
Business leaders gain insights from aggregating customer interaction to make informed decision.
For Infrastructure
Cloud Contact Centre
OpsCentral supports modern contact centre operations (voice and more) without complex hardware.
For Marketing
Outbound Campaigns & Notifications
Reach customers proactively with targeted messages, alerts and notifications across multiple communication channels.
For Operations
Ticketing & Case Management
OpsCentral centralises cases, feedback, and outcomes into one workflow, without switching to other platform.
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