One operational workspace for your entire call centre
CloudSun brings campaigns, contacts, calls, queues, callbacks, tickets, quality, and reporting into a single calm, operational interface.
Agent workspace
Persistent status bar, contact context, call controls, scripts, dispositions, and save-and-next workflow.
Calls
Live and historical call logs with recording playback, transcripts, AI summaries, and QA flags.
Contacts & leads
Unified customer records with lead stages, pipeline tracking, consent, and DNC management.
Campaigns
Outbound campaign management with scripts, dispositions, lead funnels, and team allocation.
Queues
Live queue monitoring with waiting counts, longest wait, agent availability, and overflow risk.
Callbacks & tasks
Calendar and list views for due, overdue, upcoming, and completed follow-ups.
Tickets
Ticket tracking with SLA timers, priority, assignee, linked calls, and resolution workflows.
Live operations
Command-centre view of queue pressure, agent availability, and provider health.
Quality
Recording review, scorecards, weighted results, critical failures, and coaching actions.
Knowledge
Playbooks, articles, and response templates for consistent agent guidance.
Automations
Rules and triggers for assignment, escalation, SLA warnings, and renewals.
Analytics & reports
Operational metrics, pipeline analytics, and performance trends.