Contact Center Solutions
Design voice journeys visually, run outbound campaigns, empower agents with a modern workspace, and give supervisors real-time visibility — all backed by deep reporting, WhatsApp outreach, and a programmable Voice API.
Platform Capabilities
Visual Call Journeys
CX-Flows Designer
Build inbound and outbound voice journeys with a drag-and-drop flow builder — no code required.
Key Features:
- Play, Say (TTS), Dynamic Audio
- IVR menus & conditional branching
- Business hours routing
- Skill-based queues
- API Request nodes for CRM lookups
Use Cases:
Flow Operations
Test, version, and publish call flows with confidence using built-in debugging and autosave.
Key Features:
- Live SSE event tracing
- Autosave & version management
- Publish/unpublish lifecycle
- TTS vendor configuration
- IP forwarding & voicemail nodes
Use Cases:
Outbound & Campaigns
Outbound Dialers
Run progressive, predictive, preview, and voice-blast campaigns with full operational control.
Key Features:
- Progressive, Predictive & Preview
- Voice Blast announcements
- Inbound-only skill routing
- Retry rules & schedule windows
- Pause/resume campaign control
Use Cases:
Campaign Management
Configure routing, pacing, and agent experience for every campaign type.
Key Features:
- Contact list assignment
- Ring strategies (Round Robin, Least Recent, etc.)
- Disposition wrap-up time
- Agent number masking
- Tag-based targeting
Use Cases:
Agent & Supervisor Operations
Engage Desk
A modern browser-based agent workspace with WebRTC calling and full CRM-style contact context.
Key Features:
- WebRTC softphone
- Preview dial panel
- Disposition capture & callbacks
- Agent scripts with field interpolation
- Break management & daily stats
Use Cases:
Supervisor Tools
Real-time oversight with live call monitoring and agent state visibility.
Key Features:
- Listen, Barge & Whisper
- Live agent state dashboard
- Supervisor Engage Desk
- Agent performance reports
- Break adherence reporting
Use Cases:
Omnichannel & Integrations
WhatsApp Messaging
Manage WhatsApp sender numbers, templates, and bulk campaigns alongside voice operations.
Key Features:
- Approved sender numbers
- Template creation & management
- Bulk outbound with field mapping
- WhatsApp triggers in CX-Flows
- Scheduled auto-send pipeline
Use Cases:
Voice CPaaS API
Programmable voice for CRM connectors, click-to-call, and custom application integrations.
Key Features:
- REST call initiation with verbs
- Call control (mute, hold, transfer)
- Status callbacks & webhooks
- API key + secret auth
- API Request node in flows
Use Cases:
Analytics & Contact Data
Reporting & Analytics
KPI dashboards, call detail records, and scheduled reports for operational visibility.
Key Features:
- Analytics dashboard with charts
- CDR with flow timeline & recordings
- Agent performance & break reports
- DID-wise performance
- Scheduled email delivery
Use Cases:
Contact Management
Organize, import, segment, and suppress contacts across campaigns and flows.
Key Features:
- Contact pools & bulk CSV import
- Custom contact fields
- Tag-based segmentation
- Blocked contacts (DNC list)
- Async bulk export
Use Cases:
Platform Administration
Multi-Tenant Platform
Enterprise-grade SaaS with isolated accounts, role-based access, and licensing controls.
Key Features:
- Super Admin, Admin, Supervisor, Agent roles
- Custom roles & CRUD permissions
- Licensing caps (agents, concurrent calls)
- Billing & credit management
- Activity & HTTP request audit logs
Use Cases:
Operations Configuration
Configure the building blocks your contact center runs on — skills, dispositions, hours, and scripts.
Key Features:
- Skills & disposition management
- Business hours schedules
- Break types & agent scripts
- Audio library & dynamic audio
- TTS & recording configuration
Use Cases:
Solutions by Industry
BPO & Outsourcing
Multi-tenant hosting with isolated accounts, licensing controls, and supervisor oversight for every client.
Common Use Cases:
- Multi-client operations
- Agent performance tracking
- Campaign management
Financial Services
Outbound collections and inbound support with call recording, audit logs, and disposition tracking.
Common Use Cases:
- Collections campaigns
- Account servicing
- Payment reminders via WhatsApp
Healthcare
Appointment reminders, inbound triage IVRs, and agent-guided patient interactions.
Common Use Cases:
- Appointment reminders
- Inbound triage IVR
- Follow-up callbacks
E-commerce & Retail
Order support, outbound sales campaigns, and WhatsApp order updates from one platform.
Common Use Cases:
- Order support
- Outbound sales
- Delivery notifications
Insurance & Tele-sales
Preview and predictive dialing with agent scripts and disposition-driven follow-ups.
Common Use Cases:
- Lead qualification
- Policy renewals
- Claims follow-up
SaaS & Technology
Integrate programmable voice into your product with the REST Voice API and webhooks.
Common Use Cases:
- CRM click-to-call
- In-app calling
- Custom IVR workflows
User Roles
Super Admin
Platform-wide: inventory, SIP gateways, licensing, all tenants, TTS vendors.
Admin / Client
Full account setup: flows, campaigns, contacts, users, reports, WhatsApp, API.
Supervisor
Monitor live calls & agents, supervise (listen/barge/whisper), reports, engage desk.
Agent
Workspace, preview/progressive/predictive dialing, dispositions, callbacks, CDR.
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