Applications · Contact center
The call belongs on the record. So does what was promised on it.
Inbound queues, outbound campaigns, IVR and click-to-call, with recording, transcription and quality scoring on every conversation: landing on the same customer record the CRM and the desk already work. Dispositions create the next action instead of describing it.
inbound · outbound · IVR · queuesRecording & transcriptionAutomated quality scoringDisposition → next action
Signal → evidence → human interventionQueue pressure and a required disclosure meet the live conversation before anyone changes the call.CALL-90841 · Customer requested cancellation
00:07Recording noticeObserved00:21Identity checkObserved03:14Intent capturedObserved04:27Retention disclosureStill due
11:15•••
“I do not want another promise unless there is a clear owner and time.”
SR-10482 and the live transcript are attached.
Neha keeps the call; Aisha can whisper with a recorded reason.
The contact center is the live edge of customer operations.
A call is where customers state intent, advisors make commitments, and policy becomes action. Keep the floor signal and the record of what was said in one governed view.
See the pressure while it is actionable
Queue, skill, wait and service-level context explain why the call needs attention.
Q-RET · 18 waiting · 61%Hear the exact customer moment
Transcript, consent, service history and quality markers remain joined to the live call.
CALL-90841 · 06:42 livePrepare context without taking the call
The system cites the disclosure rule and open service owner before suggesting a proportionate route.
RET-v3 · R4 · SR-10482Intervene with a visible owner
Aisha may hold, edit, whisper, join or route. Neha remains the call owner unless the route changes.
Neha Verma → Aisha KhanA telephony layer that is not a separate world.
Most floors run a dialler in one window and a CRM in another, and the record of the call is whatever the advisor typed after it. These rows are about closing that gap.
Inbound routing
Separate telephony
→IVR trees and skill queues, configured apart from the CRM.
Record-led operation
The IVR reads the caller's live state: open ticket, overdue invoice, pending application, and routes to the person already holding the case.
Outbound calling
Separate telephony
→A list, a dialler mode, and a hit rate.
Record-led operation
Call lists are segments over the live record, ordered by the same priority the workflow uses, so agents call the account the process says is next.
Agent desktop
Separate telephony
→A softphone bar bolted above a record page.
Record-led operation
One screen: the customer's full timeline, the script for this journey step, and the fields the disposition needs: no alt-tab, no re-keying.
Recording & transcription
Separate telephony
→A recording stored, and searched by filename.
Record-led operation
Every call transcribed and summarised onto the timeline, with commitments extracted as tasks: the promise becomes a dated obligation.
Quality monitoring
Separate telephony
→A supervisor listens to a two-percent sample.
Record-led operation
Every conversation scored against your own rubric; the sample supervisors review is the one the score flagged, with the moment cued up.
Compliance
Separate telephony
→A disclosure script, and hope.
Record-led operation
Mandatory disclosures, consent capture and do-not-disturb windows are enforced by policy, and a missed disclosure raises a finding on the call.
Voice runs on your own telephony contracts and numbers. What Amoga adds is the record, the routing logic and the governance around the conversation, not a rebilled minute.
Hear the moment. See the rule. Intervene with a reason.
The call, transcript, quality rubric, service context, prepared cue and named floor authority stay joined while the customer is still speaking.
CALL-90841 remains live. Prepared coaching is private until Aisha Khan chooses an intervention.Prepared · heldReview recorded · held
The sentence that changed the call
This is the third outage. I need to cancel before renewal.
I can see the open case and the earlier visits. Let me check the current restoration path.
I do not want another promise unless there is a clear owner and time.
SR-10482 is open; its named service owner can be invited after the required disclosure.
RET-v3 · R4 remains outstanding; no offer or transfer is available before the gate.
Repeated outage cited; retention disclosure is still due before an offer is discussed.
The disclosure gate is explicit
Required wording present
Two identifiers confirmed
Cancellation reason linked
Required before any offer
Every intervention has sources
Voice consent captured before account discussion
SR-10482 and two prior visit records opened
Transcript moment 03:14 linked to disposition
Reason and cited cue assembled for Aisha Khan
Evidence board · four retained sources
The supervisor does not intervene on a score alone.
Filter the retained call trail to see consent, service context, the exact cancellation moment, and the request for supervisor review.
Every source stays attached to CALL-90841. A filter changes the view, never the evidence.Voice consent captured before account discussion
SR-10482 and two prior visit records opened
Transcript moment 03:14 linked to disposition
Reason and cited cue assembled for Aisha Khan
Named authority · visible hand-off
Call ownership is explicit, even during an escalation.
Neha owns the conversation. Aisha owns the intervention. Anita joins only through the recorded route tied to SR-10482.
The system can prepare context. Each person keeps the action their role permits.Supervisor mobile · one complete live task
Aisha can review the customer, exception, evidence, consequence, and action in one place.
The surface is intentionally full-sized: it is the supervisor’s live workbench, not a miniature queue summary.
Record → exception → evidence → consequence → prepared path → named action.11:16•••
Q-RET · 18 waiting · longest 04:12
“I do not want another promise unless there is a clear owner and time.”
SR-10482 · service owner Anita Rao · restoration in progress.
Whisper keeps Neha as call owner; joining makes Aisha visible to the customer.
Aisha Khan→Neha Verma
Aisha must record why she intervenes.Supervisor review recorded. Cue remains held.What the floor gets.
Configured against your carrier and numbering; the workflow around it is generated with the tenant. The surface stays coherent because every control writes back to the same customer and conversation context.
IVR & call flows
Menu trees, business-hours routing, language selection and callback offers, editable by the operations lead rather than a vendor.
menu · hours · callbackQueues & skills
Skill, language and priority-based queueing with overflow, wrap-up timers, and supervisor barge, whisper and monitor.
skill · overflow · bargeOutbound campaigns
Preview, progressive and list-based calling with attempt limits, retry rules by outcome, and contactability windows per region.
attempts · retry · windowClick-to-call & CTI
Dial from any record with screen-pop on inbound, call state on the timeline, and the disposition form pre-scoped to the journey step.
screen-pop · state · disposeTranscription & summary
Speech-to-text on the recording, an extracted summary, and detected commitments written back as dated tasks with owners.
transcript · summary · taskQuality rubric
Your own scorecard covers greeting, disclosure, objection handling and closure. Every call is scored, with calibration sessions tracked.
rubric · calibrationSupervisor wallboard
Live queue depth, service level, occupancy and abandonment by team, with drill from the number to the call.
live · drill · exportConsent & DND
Do-not-disturb registries, consent state and quiet hours evaluated before dialling, with the block recorded and reportable.
dnd · consent · evidenceCall arrives → obligation retained
A call that ends in an obligation, not a note.
A conversation can trigger work, but it cannot bypass consent, disclosure, ownership, or review. Each gate remains visible on the record.
“show calls last week where the mandatory disclosure was missed, by team”Prepared by the system · acted on through the named human gate
Call arrivesIVR · CALLER STATE
↓Route agentCASE OWNER · SKILL · LOAD
↓AdvisorSCRIPT · LIVE TIMELINE
↓Disclosure made?RUBRIC · POLICY CHECK
↓CommitmentTASK · DATE · OWNER
↓ScoredQA · TRANSCRIPT PINNED
Agents on the conversation. Advisors on the call.
Agents can transcribe, score and prepare. Advisors and supervisors retain the live customer action.
Transcribes, summarises and extracts every commitment made on the call into dated tasks.
advisor confirms before closeScores each conversation against your rubric and cues the moment a supervisor should hear.
supervisor overrides on reviewReads the account state mid-call and suggests the offer, the fix or the escalation the process allows.
suggestion only, never auto-firesLearns when each customer actually answers and reorders the call list around it, inside quiet-hour policy.
dnd and consent enforced first
Bring a call recording. Watch it become a record.
A 90-minute working session: your IVR tree, one outbound campaign and your quality rubric generated to a staging tenant, with a real call transcribed, scored and turned into a dated obligation.
For your technical team
Voice is meta on the platform: the same customer record, the same RBAC over transcripts, and durable execution behind every callback promise, with retention of recordings set by your own policy, in your own region.