AfriRoute Call Center Platform

Enterprise Cloud Contact Center for Africa

Transform your customer support with a full-featured call center platform that unifies voice, SMS, WhatsApp, and email into a single agent workspace.

🎯 What is AfriRoute Call Center?

AfriRoute Call Center is a cloud-based contact center solution designed specifically for African businesses. It provides:

• Omnichannel Communication - Handle voice calls, SMS, WhatsApp, and email from one interface
• Intelligent Routing - Skills-based routing, priority queues, business hours
• IVR Builder - Visual IVR designer with text-to-speech in multiple languages
• Agent Workspace - Unified dashboard with customer context and call history
• Real-time Analytics - Live metrics, agent performance, customer satisfaction
• Supervisor Tools - Monitor, whisper, barge, and coach agents in real-time

🚀 Key Features

Inbound & Outbound Calling

Make an Outbound Call

const response = await axios.post('https://api.afriroute.ai/api/v1/voice/call', {
  from: '+251116000000',
  to: '+251911234567',
  agent_id: 'agent_12345',
  record: true,
  caller_id_name: 'Customer Support',
  custom_data: {
    customer_id: 'CUST_789',
    campaign: 'satisfaction_survey'
  }
}, {
  headers: { 'Authorization': 'Bearer $AFRIROUTE_API_KEY' }
});

// Response
{
  "call_id": "call_abc123",
  "status": "initiated",
  "duration": 0,
  "started_at": "2025-12-10T14:30:00Z"
}

IVR (Interactive Voice Response)

Build sophisticated IVR menus without coding:

Create IVR Menu

const ivr = await axios.post('https://api.afriroute.ai/api/v1/voice/ivr', {
  name: 'Main Menu',
  greeting: 'Welcome to AfriRoute. Press 1 for Sales, Press 2 for Support, Press 3 for Billing',
  language: 'en-US',
  voice: 'female',
  options: [
    {
      digit: '1',
      action: 'transfer',
      destination: 'queue_sales'
    },
    {
      digit: '2',
      action: 'transfer',
      destination: 'queue_support'
    },
    {
      digit: '3',
      action: 'transfer',
      destination: 'queue_billing'
    },
    {
      digit: '0',
      action: 'transfer',
      destination: 'agent_group_supervisors'
    }
  ],
  timeout: 10,
  max_retries: 3,
  invalid_option_message: 'Invalid selection. Please try again.'
}, {
  headers: { 'Authorization': 'Bearer $AFRIROUTE_API_KEY' }
});

IVR Capabilities:

• Multi-level menus
• Text-to-speech (TTS) in 40+ languages
• Play audio files
• Collect DTMF input
• Speech recognition (ASR)
• Business hours routing
• Holiday schedules
• Call back option

Agent Dashboard

Unified Agent Workspace:

Agent Login

const login = await axios.post('https://api.afriroute.ai/api/v1/voice/agent/login', {
  agent_id: 'agent_sarah_k',
  extension: '101',
  name: 'Sarah Kebede',
  email: '[email protected]',
  skills: ['billing', 'technical_support', 'amharic'],
  max_concurrent_calls: 1,
  status: 'available'
}, {
  headers: { 'Authorization': 'Bearer $AFRIROUTE_API_KEY' }
});

Update Agent Status

await axios.post('https://api.afriroute.ai/api/v1/voice/agent/status', {
  agent_id: 'agent_sarah_k',
  status: 'on_break',
  reason: 'lunch_break'
}, {
  headers: { 'Authorization': 'Bearer $AFRIROUTE_API_KEY' }
});

Agent Status Options:

• available - Ready to receive calls
• on_call - Currently on a call
• wrap_up - Post-call work
• on_break - Break/lunch
• offline - Logged out

Agent Features:

• Customer context popup
• Call history
• Previous tickets
• CRM integration
• Notes and tags
• Warm/cold transfer
• Conference calling
• Call recording controls

Call Queues & Routing

Create Call Queue

const queue = await axios.post('https://api.afriroute.ai/api/v1/voice/queue', {
  name: 'Technical Support',
  routing_strategy: 'skills_based',
  skills_required: ['technical_support'],
  priority_levels: true,
  max_wait_time: 300,
  callback_enabled: true,
  queue_music: 'https://yourcdn.com/hold-music.mp3',
  overflow_action: 'voicemail',
  overflow_destination: 'vm_support',
  announcements: [
    {
      message: 'Thank you for waiting. Your call is important to us.',
      interval: 30
    },
    {
      message: 'Your estimated wait time is {wait_time} minutes.',
      interval: 60
    }
  ]
}, {
  headers: { 'Authorization': 'Bearer $AFRIROUTE_API_KEY' }
});

Routing Strategies:

• Round Robin - Distribute evenly
• Skills-Based - Match agent skills
• Longest Idle - Route to least active agent
• Priority-Based - VIP customers first
• Geographic - Match caller region
• Custom - Define your own logic

Call Recording

All calls can be automatically recorded:

Get Recording

const recording = await axios.get(
  'https://api.afriroute.ai/api/v1/voice/recording/rec_xyz789',
  {
    headers: { 'Authorization': 'Bearer $AFRIROUTE_API_KEY' }
  }
);

// Response
{
  "recording_id": "rec_xyz789",
  "call_id": "call_abc123",
  "duration": 245,
  "file_url": "https://recordings.afriroute.ai/xyz789.mp3",
  "file_size": 2450000,
  "created_at": "2025-12-10T14:35:00Z",
  "transcription": {
    "available": true,
    "url": "https://recordings.afriroute.ai/xyz789-transcript.txt",
    "language": "en"
  }
}

Recording Features:

• Automatic recording
• On-demand recording
• Pause/resume during call
• Transcription (speech-to-text)
• Secure storage (encrypted)
• Retention policies
• Download/playback
• Compliance ready

Call Transfer & Conference

Warm Transfer

// Agent talks to another agent before transferring
await axios.post('https://api.afriroute.ai/api/v1/voice/transfer', {
  call_id: 'call_abc123',
  transfer_type: 'warm',
  destination: 'agent_john_m',
  reason: 'Needs tier-2 technical support'
}, {
  headers: { 'Authorization': 'Bearer $AFRIROUTE_API_KEY' }
});

Cold Transfer

// Transfer directly without announcement
await axios.post('https://api.afriroute.ai/api/v1/voice/transfer', {
  call_id: 'call_abc123',
  transfer_type: 'cold',
  destination: '+251911234567'
}, {
  headers: { 'Authorization': 'Bearer $AFRIROUTE_API_KEY' }
});

Conference Call

// Add participants to conference
await axios.post('https://api.afriroute.ai/api/v1/voice/conference', {
  name: 'Customer Escalation',
  participants: [
    '+251911234567',  // Customer
    'agent_sarah_k',   // Agent
    'supervisor_mary'  // Supervisor
  ],
  record: true
}, {
  headers: { 'Authorization': 'Bearer $AFRIROUTE_API_KEY' }
});

Supervisor Tools

Real-time Monitoring:

Monitor Agent

// Supervisor can listen to live call
await axios.post('https://api.afriroute.ai/api/v1/voice/monitor', {
  call_id: 'call_abc123',
  supervisor_id: 'sup_mary',
  mode: 'listen'  // Options: listen, whisper, barge
}, {
  headers: { 'Authorization': 'Bearer $AFRIROUTE_API_KEY' }
});

Monitoring Modes:

• Listen - Hear call without being heard
• Whisper - Coach agent (customer can't hear)
• Barge - Join call as third party

Supervisor Dashboard:

• Live queue metrics
• Agent status overview
• Longest wait times
• Abandoned call alerts
• Real-time call monitoring
• Agent performance scorecards

Omnichannel Support

Handle multiple channels from one interface:

Omnichannel Message

// Agent can send SMS/WhatsApp from call center
await axios.post('https://api.afriroute.ai/api/v1/call-center/message', {
  agent_id: 'agent_sarah_k',
  customer_phone: '+251911234567',
  channel: 'whatsapp',
  message: 'As discussed, here is your ticket number: #12345. We will follow up within 24 hours.',
  attachments: [
    'https://yourcdn.com/troubleshooting-guide.pdf'
  ]
}, {
  headers: { 'Authorization': 'Bearer $AFRIROUTE_API_KEY' }
});

Supported Channels:

• Voice calls
• SMS
• WhatsApp
• Email
• Web chat (coming soon)

📊 Analytics & Reporting

Real-time Metrics

Get Queue Metrics

const metrics = await axios.get(
  'https://api.afriroute.ai/api/v1/call-center/metrics/realtime',
  {
    headers: { 'Authorization': 'Bearer $AFRIROUTE_API_KEY' }
  }
);

// Response
{
  "timestamp": "2025-12-10T14:45:00Z",
  "queues": [
    {
      "queue_id": "queue_support",
      "name": "Technical Support",
      "calls_waiting": 5,
      "agents_available": 3,
      "agents_on_call": 7,
      "longest_wait_time": 125,
      "average_wait_time": 45,
      "abandoned_calls": 2,
      "service_level": 87.5
    }
  ],
  "agents": [
    {
      "agent_id": "agent_sarah_k",
      "name": "Sarah Kebede",
      "status": "on_call",
      "current_call_duration": 234,
      "calls_handled_today": 23,
      "average_handle_time": 280
    }
  ]
}

Historical Reports

• Call volume by hour/day/week
• Agent performance scorecards
• Average handle time (AHT)
• First call resolution (FCR)
• Customer satisfaction (CSAT)
• Service level adherence
• Abandon rate analysis

💰 Pricing

Feature	Starter	Growth	Enterprise
Concurrent Calls	10	50	Unlimited
Agents	5	25	Unlimited
IVR Minutes	1,000	10,000	Unlimited
Recording Storage	10 GB	100 GB	Unlimited
Call History	30 days	1 year	Forever
Support	Email	Priority	24/7 + Dedicated
Price/Month	$199	$999	Custom

Voice Rates:

• Inbound: $0.01/min
• Outbound: $0.02/min (Ethiopia)
• International: Varies by country

View full pricing →

🚀 Quick Start

1. Setup Your Call Center - Configure queues, agents, IVR
2. Agent Dashboard - Login and start taking calls
3. IVR Builder - Create your phone menu
4. Analytics - Monitor performance

🆘 Need Help?

• API Reference: View all endpoints
• Tutorials: Call center setup guide
• Support: [email protected]
• Sales: [email protected]

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