Service Desk · Module
Contact Center
Phone support on the same ticket, with IVR, recording consent and Indic voice agents
Contact Center brings phone support into the same ticket, customer record and governance model. It routes calls through IVR and queues, records with consent, transcribes and summarises to the ticket, and lets a disclosed Indic voice agent handle routine calls with fast human handoff.
What it does
Contact Center is planned as an add-on for W3, with voice minutes metered. Telephony is provided through licensed operators and cloud telephony partners. One3 does not operate its own telecom network.
Calls on the shared record
An inbound call is matched to the caller by phone number and linked to a new or open ticket. A screen pop shows the customer, open tickets and recent activity before the agent answers. Unknown numbers create a person on answer.
IVR and queues
An IVR flow builder covers menus, business hours branches, language selection, keypad and speech input, queue routing, callback offers and voicemail. Every IVR path can be tested in a simulator. Queues route by skills and language, with agent states (available, on call, wrap-up, break), maximum wait and overflow rules. A browser softphone supports click-to-call from a ticket or customer record, warm and cold transfer, and conference. Scheduled callbacks have their own SLA, and missed calls can trigger callbacks, a common pattern in India.
Recording with consent
The recording notice plays and is logged before recording starts. If the notice step fails, recording does not start. Agents can pause recording for sensitive segments, and recordings follow retention policy and legal hold. Card numbers and sensitive fields are redacted from audio and transcripts at GA.
AI on calls
- Post-call transcription and summary in English and two Indic languages, each gated by its eval, attached to the ticket.
- Voice AI agent that discloses it is AI at the start of the call, answers from Knowledge, looks up status, creates tickets, sends an invoice copy or payment link by WhatsApp or SMS under the same risk gates as Helpdesk, and transfers warmly with a summary. The handoff target is under 10 seconds.
- Live agent assist with a real-time transcript, suggested answers, next steps and compliance prompts.
- AI QA scoring of every call against a rubric, calibrated against human QA samples.
Supervisors get a live wallboard plus listen, whisper and barge, which are logged and limited to the supervisor role. Voice agents never execute R4 Actions.
Later
W4 plans include consented outbound service campaigns with DLT, DND and calling-hour checks, workforce management, and more Indic and code-mixed languages.
Features
What Contact Center includes
Telephony partner connectors
Number provisioning, inbound and outbound calls and webhooks through licensed operators or cloud telephony partners.
Call to ticket with screen pop
Calls matched by number to a new or open ticket, with customer 360 shown before answer.
IVR flow builder
Menus, business hours, language selection, keypad and speech input, callback offer and voicemail, with a simulator.
Queues and agent states
Skills and language routing, available, on call, wrap-up and break states, max wait and overflow.
Browser softphone
WebRTC softphone, click-to-call, warm and cold transfer and conference.
Recording with logged consent notice
Notice before recording, pause and resume for sensitive segments, retention and legal hold.
Dispositions and wrap-up
Wrap-up codes with an optional mandatory disposition before the next call.
Post-call transcription and summary
Transcript and summary on the ticket in English and two Indic languages, eval-gated.
Voice AI agent
Disclosed AI that answers, looks up, creates tickets, sends payment links and transfers with a summary.
Live agent assist
Real-time transcript, suggested answers, next steps and compliance prompts.
AI QA scoring on every call
Rubric scores with evidence timestamps and calibration against human QA.
Supervisor tools
Live wallboard plus listen, whisper and barge, logged and role-limited.
Callbacks and minutes metering
Scheduled callbacks with SLA, missed-call-to-callback, minutes per call leg and voice AI budget caps.
Recording redaction
Card numbers and sensitive fields redacted in audio and transcripts.
Workflow
Inbound call
- 1
The call reaches the tenant number through the telephony partner
- 2
The caller is matched on the shared record
- 3
IVR plays the greeting, AI disclosure where relevant, language choice and menu
- 4
A voice agent handles the request if enabled, or the call goes to a skills and language queue
- 5
If no agent is free within the max wait, a callback or voicemail ticket is offered
- 6
The agent answers with a screen pop after the recording notice
- 7
Wrap-up records disposition, notes and Actions; transcript, summary and QA score attach to the ticket
- 8
Minutes are metered and cost goes to the ticket and the ROI Ledger
AI
AI skills and Digital Employees
Post-call transcription and summary
Writes transcripts and summaries to the ticket per eval-passed language.
Voice AI agent
Handles routine calls with disclosure and warm transfer.
Live agent assist
Suggests answers and next steps during the call.
Call QA scoring
Scores every call against the rubric with evidence timestamps.
IVR speech intent and language selection
Understands spoken choices within the published IVR flow.
Digital Employees that use this module
They act through the same governed Actions as people; risky steps wait for approval.
Frequently asked questions
When is Contact Center planned?
W3, in Year 2. Until then, Helpdesk can log calls through a certified connector as an interim option.
Does the voice agent tell callers it is AI?
Yes, at the start of every call. Hiding disclosure is not allowed, and a caller who asks for a person is transferred with a summary.
How is call recording consent handled?
A configured notice plays and is logged before recording starts, and recording is blocked if that step fails. Tenants who need explicit opt-in can configure it. Verify requirements with counsel.
See Contact Center in your workflow
Tell us about your team and the outcomes you want. We will walk you through the apps, the Digital Employees and the plan for your industry.