Call Center Solution — Inbound & Outbound Campaign Software

Run inbound support and outbound campaigns from one cloud contact centre — with skills-based queues, predictive dialing, live wallboards and quality monitoring.

Start Free → Book a Demo

Omnichannel Communication

Overview

A call centre needs to do two jobs well: answer inbound calls fast and dial outbound campaigns efficiently. Office24by7 delivers both on one cloud platform. Inbound calls flow through IVR and skills-based queues to the right agent, with callbacks, overflow and SLA targets keeping wait times low. Outbound campaigns run in preview, progressive or predictive dialing modes, automatically pacing calls to keep agents talking and idle time near zero.

Supervisors run the floor from live wallboards showing queue depth, agent status, occupancy and service levels, with call monitoring, whisper and barge for coaching in the moment. Every call is recorded and dispositioned, campaigns respect DNC suppression and DPDP compliant consent checks, and all activity ties back to the CRM so leads, tickets and outcomes stay connected. Quality teams review recordings and scorecards to keep standards high across every agent.

Explore Omnichannel Communication →

✓ Inbound queues with IVR and skills routing
✓ Outbound preview, progressive and predictive dialing
✓ Live wallboards for queues, agents and SLAs
✓ Monitor, whisper and barge for coaching
✓ Call recording, dispositions and QA scorecards
✓ DNC suppression and DPDP compliant consent checks on every campaign

Capabilities

Everything Call Center gives you

Inbound Queues

Route inbound calls through IVR and skills-based queues with callbacks, overflow and SLA targets.

Predictive Dialer

Run outbound campaigns in preview, progressive or predictive modes to maximise agent talk time.

Live Wallboards

Give supervisors real-time views of queue depth, agent status, occupancy and service levels.

Monitor & Coach

Listen in, whisper to agents or barge into calls to coach and support in real time.

QA & Dispositions

Score recordings, apply structured dispositions and track quality across every agent.

DNC & Consent

Suppress do-not-call and opted-out numbers automatically, with DPDP-aligned consent checks on every campaign.

AI at work

How the agent works with Call Center

The Flow-Cognition Agent runs a real loop on your Call Center data — grounded in your records, governed and logged.

Sense

Reads live queue depth, agent status and each caller's history.

Decide

Picks the best-skilled free agent and sets the dialer pace.

Act

Routes calls, suggests dispositions and flags calls for QA review, with every step logged.

Five-tier model routing · field-level permissions · full audit trail. See the AI layer →

How it works

Live in four steps

Set Up Queues

Configure IVR, skills-based queues and SLA targets for inbound calls.

Build Campaigns

Load contact lists, pick a dialer mode and set caller ID and retry rules.

Staff & Route

Assign agents by skill and connect their extensions and softphones.

Monitor & Improve

Track live dashboards, coach on calls and review QA scorecards.

Use cases

Where teams put it to work

Blended BPO operation

A BPO runs inbound support and outbound sales campaigns with the same agents, switching them between queues by demand, with one set of reports.

Telesales at scale

A lending firm runs predictive-dialing campaigns across large lead lists, keeping agents in back-to-back conversations while DNC suppression protects compliance.

Support with SLAs

A services company routes inbound calls by product skill with callback offers when queues are busy, and supervisors watch SLA adherence live on the wallboard.

Why it matters

The payoff

One platform, both directions

Inbound support and outbound campaigns share agents, data and reporting instead of separate tools.

Higher agent productivity

Predictive dialing and skills routing cut idle time so agents spend more time in real conversations.

Real-time control

Live wallboards and monitoring let supervisors spot problems and coach the moment they matter.

Compliant campaigns

Automatic DNC suppression, DPDP compliant consent checks and full recording keep outbound operations audit-ready.

FAQ

Questions, answered

Yes. The same cloud contact centre runs inbound queues with IVR and skills routing and outbound dialer campaigns, so you can blend agents across both and report on all activity in one place.

Outbound campaigns can run in preview mode, where agents see details before dialing, progressive mode, which dials one call per free agent, and predictive mode, which paces multiple calls to keep agents continuously connected.

Supervisors can watch live wallboards of queues and agent status, and use call monitoring, whisper coaching and barge-in to listen, guide agents privately, or join a call when needed.

Outbound contact lists are automatically checked against do-not-call and suppression registries, opted-out numbers are excluded, and every call is recorded and dispositioned to keep campaigns compliant and audit-ready.

Every call, disposition and recording ties back to the CRM contact, lead or ticket, so agents work with full context and managers get reporting that links call activity to pipeline and support outcomes.