81.2%
of inbound calls answered — through automatic distribution and ACD queues.
Companies where we automate customer service
Call center software Contact center · VoIP
IVR, ACD queues, call recording and KPI reports in one environment — with built-in ticketing. See also the customer service system for companies.
One place for IVR, ACD call distribution, live monitoring, recording and reports — plus ready integrations with your CRM and the ticketing system. Use it as call center software, a contact center system i Call center software on one platform.
We send your login the same day. An empty account for 7 days, no credit card.
81.2% of inbound calls answered. From our analysis of 1.54 million calls across ten deployments.
See the report →81.2%
of inbound calls answered — through automatic distribution and ACD queues.
24/7
Call answering with IVR and routing scenarios outside business hours.
1 interface
Recordings, call quality, SLA and KPI reports for the whole team.
Support directly from the vendor, flexible terms, fast go-live and full control over calls — with reporting and scalability.
Our support responds quickly and helps remotely so your operation keeps running. Support is provided in English and Polish.
Open-ended contract with monthly billing. No multi-year commitment.
The Basic plan goes live in 7 to 14 days, larger projects in 2 to 4 weeks. Ready integrations with Salesforce and Bitrix24 shorten set-up.
IVR and ACD manage queues, priorities and agent workload, improving service without growing the team.
KPI reports (SLA, ASA, AHT, FCR, adherence) and workload monitoring. Call monitoring and scorecards support onboarding.
Add agents and numbers at any time without stopping the hotline — suited to multiple sites and hybrid shifts.
Every feature is designed to shorten handling time — without needing IT to set it up.
Callers are routed to the right department before the conversation starts. Instead of a keypad menu you can also use a voicebot with natural conversation.
The system checks agent availability and routes calls to where they are best handled — by skill, response time or availability.
When all agents are busy, the caller waits in the queue or requests an automatic call-back — without hanging on the line.
Tell callers about opening hours, promotions or waiting time — before they reach an agent.
The CLI module rotates the displayed number automatically to keep reachability high. As a VoIP provider licensed in Poland we provide numbers in Poland and other EU countries; numbers in the Netherlands and Germany come through partners registered as providers there. Reports show reachability and contact rate per number.
Automatic dialling helps sales teams reach people faster instead of dialling by hand.
Illustrations with sample data.
Besides IVR, queues and the power dialer, Debesis call center software includes three features that save time every day — outbound and inbound.
With the power dialer the system dials the next number as soon as an agent is free. The predictive dialer goes further: it dials ahead and continuously adjusts the pace to how many calls are answered and when agents become free. Agents spend less time on ringing tones, voicemail and unreachable numbers. Both modes are available — choose the right one per campaign.
Marketing calls are subject to consent rules — in the Netherlands, for example, calls to consumers generally require prior consent. A dialer does not replace consent; it only makes dialling more efficient.
For each agent you record skills such as languages, products or VIP care. The automatic call distribution (ACD) then connects inbound calls not to the next free agent but to an available agent who fits the request: callers who choose Dutch in the voice menu reach an agent who speaks Dutch. If nobody with the right skill is free, the caller waits in the queue or requests a call-back.
In inbound operations — service hotline, order or fault lines — the building blocks work together: the voice menu (IVR) or voicebot answers, the ACD distributes by skill, and queue and call-back absorb peaks. The call is logged as a case in the ticketing system with recording and transcript; emails and texts about the same matter join the same case.
After the call, AI writes a summary. The agent checks it instead of writing notes — which shortens after-call work (ACW). Whoever picks up the case later sees at a glance what it was about, without listening to the recording.
Quality control and legal certainty. Listen in live and archive recordings. Fast call review is the basis for onboarding and consistent service quality.
Measure agent performance and find knowledge gaps. Consistent scoring keeps service quality stable and KPIs manageable.
Fast call analysis and automatic notes. It saves after-call work (ACW) and makes recordings searchable.
One source of customer data. Instant sync with your CRM (e.g. Salesforce) and the ticketing system — for personal service and faster responses.
Consistent communication and better conversion. Dynamic scripts guide agents step by step and prevent mistakes.
Full functionality in the cloud. The team works from anywhere without losing control or performance — and without its own infrastructure.
Complete call center reporting. Track SLA, ATT, FCR and adherence on the wallboard and decide based on numbers.
Illustrations with sample data.
Debesis call center software combines IVR, ACD, recording, live monitoring and KPI reports with CRM integrations in one interface — for higher FCR, shorter handling and better onboarding.
In a typical contact center, Debesis routes traffic through IVR and ACD queues, records calls with live monitoring, transcribes them and detects keywords. Data flows into the CRM (e.g. Salesforce) automatically, and the wallboard shows current KPIs (SLA, ASA, AHT, answer rate, workload). Team leads use QA scorecards to keep standards consistent.
Debesis call center software supports patient phone service in practices and clinics, combining IVR, ACD, call recording, reception monitoring and KPI reports — all in one interface. Appointments are booked faster and fewer calls go unanswered.
At a typical reception desk, Debesis distributes calls through an IVR (opening hours, video consultation), and the queues ACD pass calls to free staff. The system supports call-backs, records calls (GDPR: roles, retention, permissions) and allows live monitoring for fast team onboarding.
Debesis sends text reminders for appointments and logs cases in the practice system automatically. wallboard shows ASA, AHT, workload and answer rate in real time; KPI reports help with staff planning. Integrations with CRM or practice software keep patient data consistent.
— Reception manager, specialist practice (Poland)
Debesis connects telephony with ticketing, an AI voicebot, a customer portal and a cloud PBX — one account, one invoice, one CRM integration.
→ First-line automation
AI answers simple questions, qualifies requests and sends appointment reminders.
See the voicebot →→ Contact context
Every call can create a ticket with customer history, SLA and automation — no more lost requests.
See ticketing →→ Multichannel
Email, SMS, web form and customer portal together with telephony in one interface.
See multichannel →→ Self-service
Customers check status, call history and invoices themselves — without waiting on the hotline.
See the customer portal →→ Internal support
For IT and internal support: SLAs, request categories, automation and productivity reports.
See the helpdesk →Terms
A 7-day trial with your own call traffic — queues, recordings and reports on your data. No credit card. Onboarding itself starts within 7 days of signing.
We need no card details or prepayment for the trial.
We configure the system for your processes — €490 one-off for standard onboarding.
No multi-year contracts. You stay as long as the system works for your team.
We help with set-up and develop the system with your requirements.
Comparisons
Evaluating several solutions? Here is a factual comparison of features, costs and rollout model.
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Have questions about the ticketing system, voicebots, call transcription or customer service automation?
Or would you like to book a free demo of Debesis?
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👉 We'll advise how our solutions can improve customer service in your company.
Want to know who we are? Visit our About Debesis page.
Callcenter-Software is built around inbound and outbound calls, Contact-Center-Software adds channels such as email, SMS and web forms. Debesis combines telephony with ACD queues, email and SMS in one ticketing system — for hotline, sales and customer service. Book a demo.
Knowledge base (PL)
The key terms for this system — definitions and what they mean in practice.
All terms in the knowledge base (PL) →