What features does Debesis Call Center offer?
The system includes ACD queues, priority IVR,
call recording and live listen-in, call transcription,
agent monitoring, CRM integrations (e.g., Salesforce, MS Dynamics, SMS server),
and advanced KPI reporting with a real-time wallboard.
Is Debesis Call Center cloud-based?
Yes. The system is fully cloud-based and available in a browser.
It does not require on-prem infrastructure or servers.
It supports remote and hybrid work while keeping data secure (GDPR).
How does CRM or ticketing integration work?
Debesis provides ready integrations with popular CRM and helpdesk systems (e.g., Salesforce, MS Dynamics, Debesis Ticket).
Calls, notes, and statuses are synchronized automatically.
This way every agent sees the full customer history in one panel.
Can I listen to agents live?
Yes. A supervisor can listen in live and “whisper” guidance to the agent
(inaudible to the customer). This supports training, quality control, and quick intervention.
How does Debesis improve KPI results?
With real-time reports you can monitor ASA, AHT, FCR, SLA, agent workload
and campaign effectiveness. Combined with Quality Assurance and call transcription,
this enables continuous team optimization.
Is Debesis GDPR compliant?
Yes. The system includes recording anonymization, access control,
activity logs, and automatic data retention.
All calls are encrypted and processed in line with EU security standards.
Does Debesis also provide voice traffic?
Yes. Debesis is a licensed VoIP operator in Poland, supporting both landline and mobile numbers.
We provide geographic numbers, 0-800/0-801, and high infrastructure availability.
We offer multiple codecs, route redundancy, CLI personalization, and a simple billing model.
You can run the full end-to-end stack — from call center to recordings, transcription, and voice traffic — with one provider.
Can I connect my own VoIP operator?
Yes. Debesis supports SIP trunk from external operators and multi-line scenarios.
You can set traffic priorities, failover rules, route rotation, and cost limits per project.
This is a safe way to keep your existing telecom contracts and numbering.
Can I present different caller IDs in Debesis Call Center?
Yes. You can define caller ID (CLI) profiles for campaigns and projects
and automatically rotate numbers based on rules.
This improves answer rates, matches local preferences, and makes performance easier to measure.
We also support number masking and separate CLIs for callbacks.
Can I upload my own contact database?
Yes. Import contacts via CSV/XLSX or API with mapping for custom fields, labels, consents, tags, and statuses.
Debesis validates basic data quality (e.g., number format, duplicates), supports GDPR checks, and sets retention rules.
Lists are assigned to projects and campaigns, while the system tracks contact history and campaign results per record.
How does licensing work?
Debesis starts from 2 licenses (admin + agent).
The contract is open-ended with monthly notice, billing is monthly, and licenses scale up or down as needed.
Modules (e.g., recordings, transcription) are listed transparently with no hidden setup fees.
Does Debesis Call Center support distributed teams (multiple locations, remote work)?
Yes. Debesis is a cloud solution that naturally supports distributed teams.
Agents log in from office, home, or branch — the only requirement is a stable connection and a browser.
Administration centrally manages queues, permissions, and reports, while voice traffic is encrypted.
You can launch new locations, seasonal teams, and hybrid schedules without downtime.