Driansh Contact Center is our voice-first platform for inbound and outbound teams, with email, chat and social channels alongside. Dialers, IVR, queues, live monitoring, reports and CRM integrations help agents work faster and give supervisors a clear view of every campaign.
Unified communication across multiple digital channels
Real-time analytics and performance dashboards
Smart automation for faster response and resolution
Dashboard overview
The Dashboard offers a quick view of your operational setup, displaying counts for active Campaigns and core Processes. It tracks team resources, showing the number of available Agents and Supervisors. Functionally, the Call Summary monitors performance, detailing Inbound and Outbound volumes. This allows administrators to immediately assess call efficiency using Connected and Not Connected metrics.
Monitor
Real-time monitoring dashboard that displays live Agent Status, Call Activity, and Queue Performance. Admins can track ongoing calls, idle time, duration, and workflow direction. It provides instant visibility into alerts and operational bottlenecks to ensure smooth contact center performance.
Tenant
Tenant administration lets Super Admins manage organization-level Business Groups. It supports adding new tenants, configuring their users, assigning permissions, activating or deactivating groups, and mapping SSO profiles. This ensures structured management of multiple customers under one platform.
Management
This module handles end-to-end configuration of outbound and inbound campaigns. Admins can assign supervisors, set dialer rules, configure DNC & DID mappings, manage lists, and enable auto-disposition. It centralizes everything needed to run large-scale call campaigns efficiently.
Reports
The Reporting module provides detailed analytics for calls, agents, and campaigns. It includes performance dashboards, call summaries, agent productivity logs, and hourly traffic reports. Admins can export reports, monitor KPIs, and make data-driven decisions based on real-time and historical insights.
Benefits
Driansh Contact Center combines role-based security with a multi-tenant architecture, intelligent automation that reduces manual work, and comprehensive workforce management across 7 process types. It provides advanced lead management with flexible ingestion, compliance governance, and real-time analytics with live monitoring and dashboards for data-driven decision-making.
Enterprise-grade security & multi-tenancy
Multi-tenant architecture with SSO and dual authentication (password & SSO-based login) ensures secure, isolated environments for each organization with dynamic, role-based permission management.
Intelligent call management & automation
Advanced disposition management, auto-disposition on timeouts, and dynamic auto re-attempt configuration based on telecom outcomes and agent dispositions reduce manual workload and improve efficiency.
Comprehensive workforce management
Sophisticated agent lifecycle management with supervisor and team lead oversight, aux code management for breaks, business hours management, and real-time team monitoring ensure optimal resource utilization.
Multi-channel campaign operations
Support for 7 distinct process types—predictive, progressive, preview, manual outbound, inbound, IVR/Voice Blast, and voicebot—with flexible campaign and process management for diverse business needs.
Advanced lead & list management
Flexible lead ingestion (Blob, SFTP, manual), comprehensive lead state controls (reset, flush, pause, resume), intelligent ordering, and governance rules (DND, daily attempt limits) ensure compliant, efficient campaigns.
Driansh Contact Center includes calling, IVR, ACD, queue management, advanced dialers, reporting, and agent tools. It supports multi-tenant deployment, multi-lingual operations, CRM integrations, add-on modules, and real-time monitoring for efficient and scalable customer engagement.
Multi-tenant system with SSO
Enterprise-grade multi-tenant architecture supporting both SSO and traditional username/password authentication, ensuring secure and flexible user access across organizational boundaries.
Dynamic user management
Comprehensive role-based access control with 7 user roles (Agent, Supervisor, QA, Team Lead, Admin, Super Admin) and dynamic permission modules assignable directly from the UI.
SIP trunk management
Advanced SIP trunk configuration with prefix management, channel control, and seamless integration capabilities for flexible telecommunications infrastructure.
Aux code management
Streamlined aux code system for agent breaks including tea, lunch, training, and custom break types with precise time tracking and reporting.
Multi-level call disposition
Sophisticated disposition management supporting multiple hierarchy levels, custom disposition codes, and flexible disposition tracking for comprehensive call outcome analysis.
Dynamic caller ID management
Intelligent outbound caller ID management with randomization capabilities, prefix controls, and compliance-driven options for professional outbound calling.
Auto-disposition system
Automated disposition assignment when agents fail to manually dispose calls within timeout periods, ensuring no call goes unprocessed and improving data integrity.
Intelligent re-attempt engine
Dynamic auto re-attempt configuration based on telecom outcomes or agent dispositions with customizable time slots and multiple retry strategies for improved contact rates.
Governance module
Comprehensive compliance and governance controls including DND (Do Not Disturb) management, daily attempt limits, and regulatory compliance enforcement.
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Lead & list management
Easily import leads from multiple sources and manage their complete lifecycle with options to reset, pause, resume, and prioritize leads for smoother campaign operations.
Campaign management
End-to-end campaign creation and execution with assignment of supervisors, dialer configuration, DNC/DID mappings, and automated list management.
Process management
Support for diverse operational modes: Predictive Outbound, Progressive Outbound, Preview Outbound, Manual Outbound, Inbound, IVR, Voice Blast, and Voicebot for maximum flexibility.
Predictive outbound
Automated high-speed dialing powered by predictive algorithms that analyze agent availability, call duration, and answer ratios to optimize connection rates, reduce idle time, and increase overall productivity.
Progressive outbound
A controlled outbound dialing mode where each call is placed only when an agent becomes available, ensuring consistent pacing, improved call quality, and balanced agent workload without overwhelming the team.
Preview outbound
Allows agents to review customer information, history, and context before dialing, enabling personalized communication, higher conversion potential, and better preparation for complex interactions.
Manual outbound
Gives agents full control to dial numbers manually, making it ideal for high-value leads, personalized follow-ups, or sensitive conversations where human discretion and judgment are essential.
Business hours management
Sophisticated scheduling system enabling time-zone aware business hours configuration, holiday management, and automated workflow control based on operational schedules.
Agent process mapping
Flexible assignment of agents to specific processes with skill-based routing and workload balancing for optimized contact center operations.
Supervisor & team lead mapping
Hierarchical team management with supervisor and team lead assignment to campaigns and processes for better oversight and performance management.
Real-time call monitoring
Live call supervision capabilities including barge-in, whisper coaching, and conference bridging for real-time quality assurance and agent support.
Intelligent call transfer
Multiple transfer options including agent-to-agent, supervisor transfer, queue routing, IVR navigation, attendant transfers, and blind transfers for flexible call handling.
Real-time reporting
Comprehensive reporting suite with call detail records, call recordings, agent productivity metrics, login reports, audit logs, and real-time dashboards.
Unified call handling desk
Feature-rich agent interface supporting remote login with persistent mobile calling, WebRTC-based browser soft dialer, and IP phone registration for flexible work environments.
Agent analytics
In-depth agent productivity analytics including average handling time, call duration, disposition efficiency, and performance trends for data-driven coaching and improvement.
Automatic call distribution (ACD)
Smart routing engine that distributes incoming calls to the most suitable agents based on skills, availability, and real-time conditions, ensuring faster resolutions and higher customer satisfaction.
DID management
Centralized management of Direct Inward Dialing numbers with easy allocation, routing, and monitoring to streamline inbound communication across teams and departments.
Easy agent management
Simple and intuitive interface to manage agent profiles, permissions, skills, and availability, enabling quick onboarding and efficient workforce organization.
Agent callback management
Ensures no customer query is missed by enabling agents to schedule, track, and complete follow-up callbacks with proper reminders and disposition tracking.
Multi-level IVR
Flexible IVR flow builder that supports multi-level menus, automated responses, personalized routing, and self-service options to enhance customer experience.
Call transfer
Allows seamless transfer of active calls to agents, queues, supervisors, campaigns, external numbers, or groups—improving call handling flexibility and escalation efficiency.
Call conference
Enables agents to initiate three-way conferencing with supervisors or external numbers, facilitating real-time collaboration and smoother issue resolution.
Barge-in & whisper coaching
Supervisor tools that enable real-time monitoring of live calls. Supervisors can silently whisper guidance to agents or join the call directly (barge-in) to ensure quality, training, and customer satisfaction.
Agent break details
Tracks agent break types, duration, and frequency to maintain workforce discipline, ensure fair scheduling, and optimize productivity.
Call recording & downloads
Supports 100% call recording with selective recording options, advanced filtering, easy playback, and secure download access for audits, training, and compliance.
Comprehensive reporting
Provides real-time, inbound/outbound, agent, system, and standard reports that help supervisors track performance, identify patterns, and make informed decisions.
Add-on modules
Optional feature extensions such as Survey Module, SMS Broadcasting, WhatsApp Broadcast, and QA tools, enabling businesses to enhance communication capabilities as needed.
Speech-to-text (STT) & text-to-speech (TTS)
AI-powered voice processing that converts customer speech to text and generates natural voice responses from text, enabling automated call handling, IVR menus, and transcription.
Dynamic IVRs
Advanced IVR system that adapts in real time based on customer input, past interactions, and business rules—delivering personalized and efficient call flows.
Voicebot
AI-powered automation that interacts with callers using natural speech, handles routine queries, collects information, and routes calls intelligently—reducing agent workload and improving customer experience.
CRM integrations
Connect Driansh Contact Center to the CRM and collaboration tools your team already uses, so leads, call outcomes and customer data stay in sync.
Microsoft Teams integration
Seamless integration with Microsoft Teams enables users to initiate calls, share data, and collaborate directly within Teams. Enhances productivity with unified communication, call logs, and synchronized customer interactions.
LeadSquared integration
Native LeadSquared integration that syncs contacts, captures lead activities, logs call recordings, and automates follow-ups. Boosts sales efficiency with real-time telephony updates inside LeadSquared CRM.
Zoho CRM integration
Seamless Zoho CRM integration enabling automatic call logs, contact sync, and real-time telephony updates to improve customer tracking, lead management, and workflow efficiency.
Ready to modernize your contact center?
Talk to our team about deploying Driansh Contact Center for your business.
