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Cloud contact centre & IVR

Run your contact centre without owning a phone system

VoiceConnect is a cloud contact centre platform: a drag-and-drop IVR, skills-based call routing, outbound dialling and call analytics. Your agents work from the browser or the handsets they already have.

Book a demo See how it works
Set up in days, with your numbers and connection supplied in Ghana.
Agent workspace
AB
Ama BoatengSupport · Skills: EN, TWI, Billing
On call
+233 24 •• •• 918 02:14
Inbound · Billing queue · Skills-based routing
Caller matched in KOVA IQ CRM
Kwabena Mensah
Customer since 2024 · 3 previous conversations
Open ticket #4127 — billing query
3Waiting
0:42Longest
7Agents up
AI agent activity
Answered after hours
Handed to Ama
What it does

Everything a contact centre needs, in one platform

The call menu, the routing, the agent screen, the dialler and the reporting all sit in the same place, so there is no separate dialler vendor and no separate analytics tool to buy.

Visual IVR builder

Build the call flow yourself by dragging the steps into place. Text-to-speech prompts, keypad menus, business-hours branching, call recording and webhooks into your own systems. Ten or more actions to choose from, and changing a menu doesn't need a developer.

  • Text-to-speech
  • Keypad menus
  • Business hours
  • Webhooks

Intelligent call routing

Choose how calls reach your team: round robin, longest idle, skills-based or sticky agent. Skills carry a proficiency level, so a caller who needs Twi and billing gets someone who has both. Agents can pass a call straight over or speak to the colleague first, and when the wait runs long the caller can book a callback instead of holding.

  • Skills-based
  • Sticky agent
  • Warm transfer
  • Callbacks
  • SLA tracking

Softphone or your own handset

A softphone is built into the agent dashboard and runs in the browser with nothing to install. Agents who would rather use a desk phone or a separate softphone app get SIP credentials and register the device they already have.

  • Browser softphone
  • Desk phones
  • Softphone apps

Outbound campaigns

Progressive, predictive and preview dialling are all included, so a dialler isn't another line on the invoice. Import your contacts from CSV or Excel, and Do-Not-Call lists are enforced on every campaign automatically.

  • Predictive dialling
  • CSV / Excel import
  • DNC enforcement

Voice surveys

Run surveys over the phone and hear from customers who would never fill in a form. Trigger them by SMS after a call or a delivery, and let AI summarise the responses in aggregate so nobody has to read through them one at a time.

  • SMS triggers
  • AI aggregate analysis
  • No agent time

AI call analysis

Every call is transcribed, scored one to five for quality, checked for sentiment, summarised, and given a suggested disposition. Supervisors can see which calls need attention instead of listening to recordings at random.

  • Transcription
  • Sentiment
  • Quality score
  • Dispositions

Supervisor tools

Listen in silently, whisper to an agent mid-call, or join the call outright when it needs saving. A live wallboard shows the calls in progress, how deep each queue is, and which agents are available.

  • Silent listen
  • Whisper
  • Barge-in
  • Live wallboard

Every call on the customer record

Connect KOVA IQ, Arkesel's CRM, and the caller is identified before your agent speaks — open tickets and recent conversations land on the agent's screen, with an AI copilot suggesting answers from that history while the call is live. Afterwards the whole call is written back to the customer's timeline.

  • Caller screen-pop
  • AI copilot
  • Customer 360 timeline
  • Ticket per call

Multi-tenant and white-label

Run several businesses on one platform, each with its own agents, numbers, queues and billing, kept fully separate. This is what BPOs and resellers use to serve enterprise clients under their own brand.

  • Per-client isolation
  • Separate billing
  • White-label
AI voice agents

AI voice agents that pick up when your team can't

They hold a conversation with the caller, grounded in your own documents.

Give an agent a knowledge base and it will answer questions in its own words, reach into your systems through webhook tools when it needs to look something up, and pass the call to a person the moment it should. Point one at calls that come in after hours, at queue overflow when everyone is busy, or give it a number of its own.

  • Grounded in your knowledge baseUpload your documents and the agent answers from them.
  • Webhook toolsIt can look things up in your systems mid-conversation.
  • Clean handoffThe conversation reaches the human intact.
Hear an AI voice agent
After-hours agent Live transcript
CallerHi — I paid yesterday but my line is still off.
AI agentLet me check that for you. Can I take the number the payment was for?
Caller024 double-four 1 9 0 8.
Webhook tool → lookup_payment
AI agentI can see the payment cleared. It hasn't been applied yet, so I'll pass you to someone who can release it now.
Handed to Ama Boateng · transcript and context carried over
Illustrative conversation — not a recording of a real customer.
Who it's for

Built for the teams that live on the phone

Customer service teams

Replacing an ageing phone system with something the team can run themselves.

BPOs & outsourced centres

Every client kept separate — own agents, numbers, queues and billing — on one platform.

Sales, telemarketing & collections

Dialler campaigns with Do-Not-Call enforcement built in rather than bolted on.

Healthcare & research

Automated voice surveys at scale, with AI analysis, without tying up agents.

Multi-location businesses

Calls routed across branches on business-hours logic, with overflow handled for you.

Managed service providers

Resell contact centre capability to enterprise clients from a single console.

Built for the demands of
Banking Healthcare Government Utilities Telcos Logistics
Availability

Two ways to run it

Where your calls arrive from depends on where you are.

Ghana

Your numbers, supplied and connected

We provide the phone numbers and the connection, so there is nothing for you to arrange with a carrier.

  • Numbers supplied by Arkesel
  • The connection is handled for you
  • Toll-free numbers available. These need NCA approval, and carry a one-off charge when the number is issued plus a yearly NCA renewal. We take you through the process.
VoiceConnect in Ghana
Everywhere else

Bring your own SIP trunk

Already have a SIP trunk? Connect it and run VoiceConnect on it.

  • Point your existing trunk at the platform
  • You keep your carrier contract and your existing numbers
  • A BPO running clients in more than one country keeps them properly separated
Bring your own SIP trunk
How it works

What setting up actually looks like

1

Connect your numbers

Use the numbers we supply in Ghana, or point your own SIP trunk at the platform.

2

Build your call flow

Drag the steps into place: prompts, menus, business hours, recording, and webhooks into your systems.

3

Add your agents

Invite them by email. They get their sign-in and SIP credentials, and can take calls from the browser or their own handset.

4

Watch and improve

A live wallboard while the calls are happening, then transcription, sentiment and quality scores afterwards.

The call path

What happens when someone calls

Once it's set up, every step below runs on its own.

What happens when someone calls — the VoiceConnect call pathA left-to-right schematic. The main path, in green, runs through four steps: the call arrives on a number supplied in Ghana or on your own SIP trunk; your IVR answers with spoken prompts, keypad options and business-hours branching; it reaches the right agent by round robin, longest idle, skills-based or sticky routing; your agent picks up in a browser, a softphone app or a desk phone with the caller's record already on screen. Two alternate paths, in blue, leave the main path and rejoin it. After hours or on overflow, the path leaves the IVR, an AI voice agent answers from your knowledge base, and the path rejoins at the agent step when it hands the call to a person. When the wait is running long, the path leaves the routing step, the caller books a callback instead of holding, and the path returns to routing. After the agent step, a green path leads to a final outcome: the recording, transcript, AI summary and sentiment are saved, and land on the customer's KOVA IQ timeline if KOVA IQ is connected.The main pathAlternate pathsThe call arrivesOn a number we supply inGhana, or on the SIP trunkyou already own.Your IVR answersSpoken prompts, keypadoptions and business-hoursbranching.It reaches theright agentRound robin, longest idle,skills-based or sticky.Your agent picks upBrowser, softphone app ordesk phone — the caller'srecord already on screen.AFTER HOURS OR OVERFLOWAn AI voice agent answers from your knowledge base,then hands the call to a person.THE WAIT IS RUNNING LONGThe caller books a callback instead of holding, so a busymorning doesn't turn into a run of abandoned calls.THE CALL ENDSRecording, transcript, AI summaryand sentiment are saved.On the customer's KOVA IQ timeline, if connected What happens when someone calls — the VoiceConnect call pathA top-to-bottom schematic. The main path, in green, runs through four steps: the call arrives on a number supplied in Ghana or on your own SIP trunk; your IVR answers with spoken prompts, keypad options and business-hours branching; it reaches the right agent by round robin, longest idle, skills-based or sticky routing; your agent picks up in a browser, a softphone app or a desk phone with the caller's record already on screen. Two alternate paths, in blue, leave the main path and rejoin it. After hours or on overflow, the path leaves after the IVR, an AI voice agent answers from your knowledge base, and the path runs past the routing step and rejoins the main path when it hands the call to a person. When the wait is running long, the path leaves after routing, the caller books a callback instead of holding, and the path rejoins before the agent picks up. The main path then ends at a final outcome: the recording, transcript, AI summary and sentiment are saved, and land on the customer's KOVA IQ timeline if KOVA IQ is connected.The call arrivesOn a number we supply in Ghana,or on the SIP trunk youalready own.Your IVR answersSpoken prompts, keypad optionsand business-hours branching.It reaches the rightagentRound robin, longest idle,skills-based or sticky.Your agent picks upBrowser, softphone app or deskphone — the caller's recordalready on screen.AFTER HOURS OR OVERFLOWAn AI voice agent answersfrom your knowledge base, thenhands the call to a person.THE WAIT IS RUNNING LONGThe caller books a callbackinstead of holding, so a busymorning doesn't turn into arun of abandoned calls.THE CALL ENDSRecording, transcript, AIsummary and sentiment are saved.On the customer's KOVA IQtimeline, if connected
Plans

A plan for every stage

Start with automated surveys, or go straight to live agents. Move up when you need to.

Survey plans

Survey Lite

Automated voice surveys, with no live agents.

Survey Plus

Surveys plus a branded outbound caller ID.

Contact centre plans

Starter

Your first live agents.

1 number · 1 concurrent call

Growth

Adds call recording and reports.

1 number · 3 concurrent calls

Business

Adds outbound campaigns, voice surveys and supervisor tools.

1 number · 5 concurrent calls

Enterprise

The full platform, including API access and AI call analysis.

1 number · 10 concurrent calls

Every plan includes the IVR builder, call routing and the softphone.

Talk to sales about pricing
Works with KOVA IQ

Calls and messages on one customer record

New to KOVA IQ? It's Arkesel's CRM — a shared inbox for WhatsApp, Instagram, Facebook and live chat, with ticketing and a full history for every customer.

The two products share a customer. When a call comes in, VoiceConnect resolves the caller against their KOVA IQ record and puts their open tickets and recent conversations on the agent's screen before anyone says hello — and an AI copilot suggests answers drawn from that history while the call is still live. When it ends, the call lands on the customer's timeline with the duration, recording, transcript, AI summary, sentiment and outcome, ready to fire whatever workflow you've set up. Tickets can be raised per call and closed from the handset.

Campaigns work the other way round: browse a KOVA IQ segment, preview it, and import it straight into a VoiceConnect outbound campaign.

Explore KOVA IQ
Caller identified before your agent speaks
Open tickets and recent conversations on screen
AI copilot suggests answers mid-call
Every call on the Customer 360 timeline
Close the ticket from the handset
Import a CRM segment into a campaign
Further reading

Working out what you need

Guide

Cloud contact centres in Ghana: a complete guide

Read the guide
Guide

10 key benefits of IVR, and how it improves customer service

Read the guide
Comparison

SMS vs voice: choosing the right channel for your business

Read the guide
FAQ

Questions we get asked

Do agents need to install anything? +
Only if they want to. A softphone is built into the agent dashboard and runs in the browser over WebRTC. Agents who prefer a desk phone or a separate softphone app are given SIP credentials and register the device they already use.
How is this different from a phone system we install ourselves? +
A PBX is hardware you buy, install and maintain. VoiceConnect is a service you subscribe to. The difference shows up when you add five agents, open a second branch, or need someone to work from home: with a PBX each of those is a procurement project, and here each is a change in a settings screen. There's more detail in our guide to cloud contact centres in Ghana.
Can I use my own phone numbers? +
In Ghana we supply the numbers and the connection, so you don't need to arrange anything with a carrier. Elsewhere, if you already hold a SIP trunk you can connect it and run VoiceConnect on it.
Can I get a toll-free number? +
Yes, in Ghana. Toll-free numbers require NCA approval, and they carry a one-off charge when the number is issued plus a renewal paid to the NCA every year. Both sit on top of your plan, and we take you through the process.
What is the difference between VoiceConnect and Voice SMS? +
VoiceConnect is a staffed contact centre, built around agents, queues, IVR and campaigns. Voice SMS is the programmatic product for automated voice broadcasts and text-to-speech calls fired from code. They are separate products and plenty of customers use both.
Do you handle SMS and WhatsApp as well? +
Yes — those run on Arkesel too. Bulk SMS and the SMS API, email and USSD are all Arkesel products, and WhatsApp, Instagram, Facebook and live chat are handled in KOVA IQ. Teams who want calls and messages sitting against the same customer record usually run VoiceConnect alongside KOVA IQ.
Do I need a developer to build an IVR? +
No. The builder is drag and drop, with ten or more actions covering text-to-speech, keypad menus, business hours and recording. Webhooks are there for when you do want to reach into your own systems.
Can AI voice agents handle a real conversation? +
They answer from a knowledge base you provide, and can call your systems through webhook tools while the conversation is happening. When a call needs a person, the agent hands it over with the context intact. Most teams start by pointing them at after-hours calls and queue overflow.
Can I run separate clients on one account? +
Yes. The platform is multi-tenant, so each client gets its own agents, numbers, queues and billing, kept fully separate. This is what BPOs and managed service providers use it for.
How long does setup take? +
Days rather than months, because there is no hardware to procure and no phone system to install. The demo will give you a realistic answer for your own call flow.

See it on your own call flow

Bring a call flow you actually run, and we'll build it live on the demo.

Book a demo Talk to sales
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