Run inbound and outbound calling from a browser, with agent logins, queues, recording and live monitoring, and no hardware to install.
A traditional call centre needs a phone system, lines and a room full of hardware. A cloud call centre needs agents with a browser and a headset.
This page explains what cloud call centre software does, the features MetaReach provides, how inbound and outbound calling work, and what to check before you choose a provider.
Each agent signs in with their own account, so calls, recordings and reports are tracked per person.
Callers wait in a queue and are connected to the next free agent instead of hearing a busy tone.
An IVR menu sends callers to the right team, such as Sales or Support.
Agents call leads and customers from a list, so follow-ups don't depend on personal phones.
Calls are recorded for quality checks, training and dispute resolution.
Supervisors see which agents are on calls and how queues are building up.
Answered, missed and abandoned calls, call duration and agent activity.
The number of agents, numbers and any integrations for your setup are confirmed in your quote.
The outbound dialer lets agents work through a list of leads or customers from the browser. Each call is logged against the agent and recorded, so supervisors can review follow-up quality.
Outbound calling to customers must follow India's telemarketing rules: respect DND preferences for promotional calls, call within permitted hours and keep consent records. For recorded voice broadcasts to a list, rather than agent calls, see our OBD voice calling service.
| Cloud call centre | On-premise call centre | |
|---|---|---|
| Hardware | None; agents use a browser and headset | Phone system, lines and servers on site |
| Agent location | Office or remote | Mostly in the office |
| Adding agents | Add logins | Add lines and hardware |
| Maintenance | Handled by the provider | Your IT team or vendor |
| Cost pattern | Monthly, by agents and usage | Upfront hardware plus maintenance |
For a deeper look at the phone-system side, see cloud IVR vs traditional PBX.
| Team | Typical setup |
|---|---|
| Customer support | Toll-free number, IVR, support queue, recording and missed-call callbacks |
| Inside sales | Outbound dialer for leads, with inbound calls from ads routed to the same team |
| Healthcare front desk | Appointment queue with after-hours handling |
| E-commerce | Order and return queries split by IVR, with order-status call-backs |
| Collections and reminders | Outbound calling with recorded calls for compliance review |
Cloud call centre software lets agents make and receive business calls from a browser, without an on-site phone system. It typically includes agent logins, call queues, IVR routing, an outbound dialer, call recording, live monitoring and reports.
MetaReach's cloud call centre includes agent logins, call queues, inbound routing with IVR, an outbound dialer, call recording, live monitoring and reports. The number of agents, numbers and integrations are confirmed in your quote.
Yes. Agents sign in from a browser, so they can take and make calls from the office or remotely.
Often, yes. Calls to an existing number can be routed into the cloud setup, or you can use a new virtual or toll-free number. We confirm the options for your number during onboarding.
Pricing depends on the number of agents, the numbers you need and call usage. MetaReach sends a written quote for your setup after understanding your call volume.
Yes. Promotional calls must respect DND preferences, be made within permitted hours and be backed by consent records. Service calls to existing customers follow different rules.
Share your team size, call types and working hours. We'll show you the software set up for your call flow and send a written quote.
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