Smart Call Center
As a Cloud Service
An integrated Saudi cloud ecosystem that turns customer service into a strategic growth driver. Powered by advanced WebRTC technology with the highest standards of efficiency and real-time supervision.
100%
Locally Hosted Cloud
24/7
Specialized Technical Support
Instant
Ready to Operate
Secure
Data Sovereignty
WebRTC Technology
Direct calling through the browser with no extra hardware
What Does a Traditional Call Center Struggle With?
And How Does Diwan CC Solve All These Challenges?
Traditional Challenges
Diwan CC Solutions
Key strategic strengths
Six advantages that make Diwan CC the ideal choice for your organization
Secure Local Cloud Hosting
Fully hosted inside Saudi Arabia, ensuring compliance with cybersecurity controls and national data sovereignty.
WebRTC Cloud Phone
Runs directly in the browser with no complex hardware or software, simplifying calling and reducing costs.
Full Operational Flexibility
Full remote-work support with stable, secure voice communication at all times and from anywhere.
Instantly Ready to Operate
All core features are enabled and ready, dramatically reducing time-to-market.
Specialized 24/7 Technical Support
A specialized support team available around the clock to ensure continuity and resolve technical issues instantly.
Full System Integration
Highly scalable and easily integrated with your organization's digital infrastructure and existing systems.
A Complete Set of Features
Everything you need to run a professional call center in one platform
See Diwan CC for Yourself
Real interfaces from the system — designed to give you full oversight and instant analytics
The Live Panel
Live, comprehensive oversight of the call center — track every call, every agent and every KPI in real time.
- Total inbound, outbound and answered calls
- Customer satisfaction metrics and first-call resolution rate
- Average handling and wait time, moment by moment
- Agent status: available, on break, not ready
The Smart Agent Interface
The agent sees everything on one screen — customer data, support tickets, call history and the built-in dialer.
- Customer information appears instantly when a call arrives
- A full history of support tickets and past calls
- Easily log and categorize the reason for the call
- Built-in Hangup, Mute, Hold and Transfer buttons
CDR Call Log Reports
Precise tracking of every call — advanced filtering, data export, and every detail whenever you need it.
- Filter by date, agent, call type and queue
- Full details: duration, status and reason for ending
- Listen to recorded calls and download them directly
- Export reports to Excel in seconds
Agent KPI Reports
A comprehensive daily evaluation of every agent — from answer and abandon rates to customer satisfaction and resolution rate.
- ANS / ABD — answer and abandon rates per agent
- AHT — average call handling time
- Customer sentiment: very satisfied, neutral, dissatisfied
- FCR — first-call resolution rate
KPI Management
Set your own targets and alert thresholds — full control in your hands to ensure the highest quality.
- Precisely configure SLA and service-level targets
- Instant alerts in-app, by email and by SMS
- Service, time and quality metrics in one section
- Update settings instantly with no system downtime
WebRTC
The latest technology for cloud call centers — secure, direct calling via the browser
The Future of Calling
Softphone
Make and receive calls directly in the web browser with no traditional desk phones.
High-Quality, Secure Calling
Stable, secure voice communication thanks to the advanced encryption built into WebRTC.
Flexibility to Work From Anywhere
Enables agents to work from home, the office or on the move with full efficiency and no restrictions.
Operational Cost Savings
Eliminates the cost of buying and maintaining traditional phone hardware and complex infrastructure.
Ready to Transform Your Call Center?
Join more than 100 companies that trust Diwan CC to run their call centers professionally and efficiently.