Products
CX technology that works in the real world.
Practical customer experience technology built for African reality. Cloud-based contact centre solutions and voice platforms that deliver real CX outcomes.
The platform stack
Eight platforms. One integrated stack.
Genesys Cloud
- What it is — A cloud-native CCaaS platform for omnichannel contact centres operating at enterprise scale.
- Who it's for — Banks, insurers, retailers and BPOs running 200+ seats with complex routing, integration and compliance demands.
Key capabilities
- Omnichannel routing across voice, email, chat, WhatsApp and social
- AI-assisted agent desktop with real-time guidance
- Native workforce engagement and quality management
- Open APIs for CRM, payments and back-office integration
- Carrier-grade voice with sub-second failover
Genesys Cloud
QContact
- What it is — An all-in-one contact centre platform with a tightly integrated dialler, inbound queueing, CRM and scripting.
- Who it's for — Mid-market sales, collections and service teams that need enterprise function without enterprise complexity.
Key capabilities
- Predictive, progressive and preview dialler modes
- Inbound blending with skills-based routing
- Embedded scripting, dispositioning and CRM
- Real-time supervisor wallboards and recording
- Compliance-first consent capture
QContact
Cloud PBX
- What it is — Hosted business voice with SIP trunking, IVR, recording and softphone access across desktop and mobile.
- Who it's for — Operations modernising voice infrastructure without committing to a full CCaaS programme.
Key capabilities
- Hosted SIP trunking with predictable per-seat pricing
- Number porting across South African and pan-African ranges
- Softphone, deskphone and mobile twinning
- IVR, call recording and basic queue management
- Clean upgrade path to Genesys Cloud
Cloud PBX
CX Index
- What it is — A voice-of-customer programme that captures structured feedback at the point of interaction and closes the loop with the agent and the team leader.
- Who it's for — CX and operations leaders who want measurable feedback tied to specific calls, agents and queues.
Key capabilities
- Post-interaction SMS, email and IVR surveys
- NPS, CSAT and CES with sentiment overlays
- Closed-loop alerting on detractor responses
- Agent and queue-level scoring trends
- Integration with Genesys and QContact
CX Index
QPC
- What it is — Workforce optimisation tooling — forecasting, scheduling, adherence and intraday management for contact centres at scale.
- Who it's for — Operations and resource planning teams managing 100+ agents across multiple skills and channels.
Key capabilities
- Multi-channel forecasting and scheduling
- Adherence and real-time intraday management
- Shift bidding and self-service swap workflows
- Forecast accuracy reporting
- Native Genesys integration
QPC
Evaluagent
- What it is — Quality management and agent performance platform with automated scoring, coaching workflows and learning content delivery.
- Who it's for — QA, training and ops leaders who need quality at scale without the manual sampling overhead.
Key capabilities
- Automated and manual call scoring
- Coaching workflows tied to QA scores
- Embedded micro-learning content
- Calibration sessions and inter-rater reporting
- Speech analytics integration
Evaluagent
SafriTalk Voice
- What it is — Wholesale and retail voice termination, origination and number management — engineered and operated by Safricloud.
- Who it's for — Contact centres, BPOs and resellers needing reliable South African and pan-African voice with transparent commercials.
Key capabilities
- Wholesale and retail termination
- South African and pan-African DID inventory
- Real-time fraud detection
- 24/7 voice NOC
- Tight integration with Genesys and QContact
SafriTalk Voice
Callbi
- What it is — Speech analytics built for the languages and accents of Southern Africa — covering 100% of voice interactions, not a 2% sample.
- Who it's for — Quality, compliance, sales and CX teams that need to hear every call without listening to every call.
Key capabilities
- 100% call coverage with automated scoring
- Local-language recognition across South African languages
- Sentiment, silence and crosstalk analysis
- Compliance phrase detection and risk flagging
- Direct feed into coaching and QA workflows
Callbi