Software, not an outsourcing agency
Many people who search for “call center Haiti” are looking for a company to answer their calls. KonxPhone is not an outsourcing agency. It is the software a call center runs on: the queues, the agents' phones, the supervision screens and the reports.
It is a fit if you run a team in Haiti, or are setting one up: a local business with a customer service desk, a bank or a delivery company, an NGO hotline, or a company abroad with staff in Haiti who serve Creole-speaking customers.
How calls reach your agents
Customers in Haiti call the Digicel or Natcom number they already know. The SIM cards sit in our GSM gateways and act as lines of the call center. Customers in the United States can reach the same queue through a US number from a SIP provider, which is part of the Complète plan.
Calls wait in a queue until an agent is free, and callers can hear their position. You choose how the queue rings agents: all at once, in turn, longest idle, fewest calls, or at random. If a caller waits too long, the call can overflow to voicemail or to the AI agent.
Agents work in the browser or on their phones
Each agent opens the Mon poste screen, clicks to start their shift and allows the microphone. Queue calls then ring in the browser, whatever screen is open. A headset is all they need. Agents can answer, hold, mute and transfer calls, and set a pause with a reason when they step away.
The same extension can also ring on an Android phone or an iPhone, set up by scanning a QR code, or on an IP desk phone. Up to three devices can be connected to one extension.
Power cuts do not stop the call center, since everything is hosted. If the office loses power, agents keep answering on their phones over mobile data.
Live supervision: listen, whisper, barge in
The supervision screen shows how many agents are available, on a call or on pause, and how many callers are waiting, with the longest wait. Each agent's status shows the reason for any pause.
On a live call, supervisors can choose how to join. Every listening session is written to the audit log.
- Listen: hear both the agent and the caller, without being heard
- Whisper: only the agent hears the supervisor, useful to coach a new hire
- Barge in: speak to both sides to rescue a difficult call
- Log out an agent who forgot to leave the queue
Service level, reports and agent rankings
The service level report compares the share of calls answered within your target time to your goal. The default goal is 80 % of calls answered within 20 seconds, and you can change it. The report also shows abandoned calls and average wait time.
Statistics show calls by day, by hour and by weekday, so you can staff the busy hours. An agent ranking gives each agent a score out of 100. Everything can be exported to CSV or printed.
Outbound campaigns and the Creole AI agent
The dialer calls a list of numbers, 1 to 10 at a time, only during the hours you allow. Unanswered numbers are retried two minutes later, and numbers on the do-not-call list are never dialed. When someone picks up, the call goes to a queue agent or to the AI agent, which speaks Creole.
The AI agent can also answer inbound calls after hours and on Haitian public holidays. Every AI conversation is transcribed and saved in the call history, so your team can pick up where it left off.
Frequently asked questions
Is KonxPhone an outsourced call center in Haiti?
No. KonxPhone is call center software, not a staffing or outsourcing company. You bring the team, in Haiti or elsewhere, and KonxPhone provides the phone lines, queues, supervision, reports and the Creole AI agent.
How much does call center software cost with KonxPhone?
Prices are not published, so each call center gets a quote. It is a monthly subscription per extension, plus AI agent minutes if you use the agent. The quote depends on how many extensions and lines you need.
Can customers in the US call a US number?
Yes, with the Complète plan. A SIP provider supplies the US number, and its calls ring in the same queues as your Haitian lines. Customers can also simply call your Haitian number from abroad.
What happens during a power outage?
The call center is hosted, so it does not depend on your office power. Calls keep arriving and agents answer on their phones. If nobody is available, calls can overflow to the AI agent or voicemail.
Are calls recorded?
You decide which calls are recorded. A message in Creole tells the caller. Recordings are kept for 90 days by default, a period you can change, on our server or in your own cloud storage.