Every day, many Egyptian companies see the same scene: a customer calls and gets a busy line, or the phone rings and nobody answers, or an agent picks up without knowing whether this customer called yesterday. The manager has no clear number for how many calls were lost today or who on the team is carrying the load. The old answer was a PBX in the server room, an installer and a maintenance contract. The easier answer today is a cloud call center.
What is a cloud call center?
Call center software that runs online instead of on hardware. You sign in from the browser, create departments, queues and an IVR menu, add your agents, and start taking calls the same day. Agents answer from the browser, the mobile app, the desktop app, or a desk phone if you prefer.
What you get with Klamna
Calls that arrive in order
- An IVR menu that sends callers to the right team: "press 1 for sales, 2 for customer service".
- Call queues with different ring strategies, position announcements, automatic overflow when the wait grows, and a callback option instead of waiting.
- Working-hours rules that decide what happens after hours: voicemail, a message or another number.
- An optional WhatsApp message to the caller after a queue call.
Real oversight of the team
- Call recording you can go back to at any time.
- A live wallboard showing current calls, callers waiting and who is available.
- Supervisors can listen, whisper to the agent or barge into a call.
- Wrap-up codes, a post-call satisfaction survey and quality scorecards to evaluate agents.
The customer on one record
Every call is logged automatically on the customer's record in the CRM by phone number, next to WhatsApp chats, tickets and notes, so the agent knows the customer before answering. If your customers write more than they call, the shared inbox is in the same system.
Why companies move away from the traditional PBX
A cloud system needs no hardware and no technician visit every time you add an agent. It grows with your team by adding users in the account, and staff can work from home or from several branches on the same system. For that comparison in detail, see the cloud PBX page.
Who is it for?
Clinics and medical centers, real-estate companies, online stores confirming orders, shipping companies, training centers and any customer service center. Each of these has a ready template that sets up the queue, IVR menu and working hours in minutes.
How to start
- Sign up and pick your business; the template prepares your starting set-up.
- Connect your lines from your telecom provider over a SIP trunk, or ask our sales team about available numbers.
- Add your agents and let them sign in from the browser or the app.
- Make a test call to the queue and check the recording and the report.
- Choose a package on the pricing page and pay in EGP.
Comparing call center systems? See pricing or talk to our team for a demo on your own workflow.
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