Run the whole floor from one screen.
Dialer, inbound queues, recordings, QA and compliance in a single browser tab. Your agents log in and start talking. You watch every call as it happens.
// no desk phones · no plugins · nothing to install
You already know what the old stack costs you
Most floors are running software that was designed before a browser could carry a phone call. Here is what changes.
| The old way | On Inovixia | |
|---|---|---|
| Agent setup | Softphone install, SIP settings, headset drivers, a support ticket per new hire. | A browser tab. A new agent is taking calls the same morning. |
| The agent screen | Frames, grey tables, forty buttons and a manual nobody reads. | One page: lead, script, dial pad, transfers, disposition. |
| Finding a call | Files on a server somewhere. Someone logs in over SSH to dig one out. | Search by agent, number, date or disposition. Plays in the browser. |
| Watching the floor | A realtime page you keep refreshing, and monitor codes you memorise. | Live floor with per-agent timers. Click to listen, whisper or barge. |
| Caller IDs | You find out a number is burned when the answer rate drops. | Answer rate tracked per number, and worn ones rested automatically. |
| Upgrades | You schedule downtime and hope. | We ship to the platform. The floor keeps working. |
| When something breaks | Guesswork, log files and a forum thread from 2014. | Every call traceable end to end, with the reason it failed. |
| Second office | Another server, another install, another thing to patch. | Add the office. Its data, numbers and users stay its own. |
Everything on one page
The lead, the script, the dial pad, transfers, callbacks and the disposition box. Agents stop alt-tabbing and start talking.
- ✓Dial by hand or take what the dialer sendsManual, preview and predictive campaigns on the same screen.
- ✓Noise suppression built inA busy room stops being the customer's problem.
- ✓Scripts and web forms beside the leadOpened on the same page, pre-filled from the record in front of them.
See the floor without asking anyone
Who is on a call, who is idle, who has been paused for twenty minutes, and which queue is about to breach. Listen, whisper or barge from the same page.
- ✓Queue SLA radarLongest wait per queue, live, with breach counts.
- ✓Agent state timersTalk, dispo, pause and idle time per agent, colour-coded as they age.
- ✓The agent never hears the clickMonitoring is silent unless you choose to whisper or barge.
Find any call in about ten seconds
Record everything, or only the campaigns and queues that need it. Whatever you choose gets captured in full, including calls that move between agents.
- ✓Search the whole archiveBy agent, number, campaign, date or disposition.
- ✓Playback is loggedWho listened to what, and when, for compliance review.
- ✓Export on a scheduleHand recordings and metadata to your outside compliance platform.
Caller IDs that don't quietly burn
Buy numbers in the portal and the webhooks point themselves. The platform watches how each caller ID is performing and rests the ones that start to look worn out.
- ✓DID health scoringAnswer rate per number, tracked over time.
- ✓Automatic remediationA number that is being flagged gets rested instead of hammered.
- ✓Every change auditedWho repointed what, and when.
Numbers your managers will actually trust
Reports are built from the same rows the dialer writes. There is no second database to drift out of step, and no nightly export to argue with.
- ✓Agent scorecardsTalk, dispo, pause, conversion, per agent and per campaign.
- ✓Dropped and abandoned callsEvery caller who did not reach someone, and why.
- ✓Scheduled deliverySent on your cadence instead of exported by hand.
Everything in the platform, listed plainly
Nine areas, all of it shipping today. If something here matters to you, ask us to show it on the call rather than take our word for it.
Dialing
- Predictive pacing with a live abandon ceiling per campaign
- Manual and preview dialing on the same agent screen
- One pacer per campaign across servers, held by a lease
- Calling hours in the contact's own timezone, plus active days
- Per-campaign retry rules, attempt caps and recycling
- List priority injection and per-list status reporting
- Scheduled callbacks that return to the agent who booked them
- Caller ID selection per campaign, with named caller ID sets
Routing and queues
- In-groups with priority, ranking and longest-idle routing
- IVR menus with per-option destinations
- Business hours per queue, with after-hours actions
- Voicemail with per-queue greetings, landing in an inbox
- Overflow to an external number when nobody can take it
- Blocked-caller pre-filter, before a queue is ever reached
- Queue grab, so agents can pull a waiting call
- Inbound callers matched to their existing lead record
The workspace
- Browser softphone over WebRTC, no desk phone or plugin
- Optional noise suppression for a loud room
- Warm transfer, 3-way and transfer to a queue or outside line
- Per-campaign scripts beside the lead
- Web forms that pre-fill from the live lead record
- Pause reasons tracked per agent for real shrinkage numbers
- Custom lead fields and custom agent fields
- Live transcription with trigger-word rebuttals on screen
Watching the floor
- Live floor with talk, dispo, pause and on-shift timers
- Listen, whisper and barge from the agent's row
- Wallboard built for a TV, with queue SLA and top agents
- Calls waiting, coloured by queue, with longest wait
- Per-agent connection health: ping and audio quality
- Teams and shift schedules
- Internal messaging: direct, team channels and broadcast
- Agent time and per-agent stat pages
Recording and QA
- Recording set per campaign and per queue, or forced on for the whole office
- Recordings arrive complete, including calls that were transferred
- Archive search by agent, number, campaign, date or disposition
- In-browser playback and download
- Playback and download logged against the person who did it
- QA scorecards you define, scored against recorded calls
- Pass rates per agent, with notes kept on the call
- Scheduled export of calls and recordings to outside reviewers
Numbers and caller ID
- Search and buy local and toll-free numbers in the portal
- Webhooks pointed automatically on purchase
- DID health scoring with answer rate tracked per number
- Automatic resting of numbers that start to look worn
- Caller ID sets managed per campaign
- Every webhook change recorded before and after
- SMS-capable numbers managed alongside voice
- Per-office carrier accounts, so spend stays where it belongs
Texts, email and automation
- Text and email sequences with multiple steps
- Enrolment triggered by disposition
- Replies and opt-outs tracked back to the lead
- Outreach report: sends, replies, opt-outs and enrolments
- Per-office email sending settings
- Scheduled reports delivered on your cadence
- Automation rules that fire on the events you choose
- Missed-call webhooks for the ones that got away
Leads and reporting
- List import with field mapping
- Lead search with full call and disposition history
- Call explorer that filters every call by anything
- Dropped and abandoned call reporting with the reason
- Agent performance scorecards and conversion rates
- Dispositions configured per campaign, with their own behaviour
- Disposition history kept per call, not just the last one
- API keys per office, lead push and pull, and API docs in-app
Compliance and admin
- Internal DNC plus campaign-level do-not-call
- Filter groups for numbers you never want dialed
- Calling-hours enforcement between campaign and call
- Roles and permissions per office
- Per-office feature flags
- Audit trail with before and after values
- Admin-set passwords without ever seeing them
- Deactivating a user ends their access at next sign-in
The rules sit in the dial path
The things that get contact centers fined are not checkboxes somebody remembers to tick. They run between the campaign and the call.
Calling hours by the contact's clock
Resolved from the number being dialed, not from wherever your office happens to be sitting.
An abandon ceiling the dialer obeys
Pacing is measured against live abandons and pulled back before it crosses your limit.
DNC checked on every attempt
Internal do-not-call plus your own blocked-caller groups, enforced at reservation time.
Disposition history per call
When a call passes between agents, every disposition is kept, not just the last one.
Change audit trail
Who changed a campaign, a number or a user, when, and what the value was before.
Recording access logged
Playback and download are recorded against the person who did it.
Bring a campaign. We'll place a real call.
Thirty minutes, screen shared, no slides. You see the agent screen first, then supervision, then we answer whatever your compliance person wants to ask.