Contact Center Software Built to Run the Whole Floor

Voice, WhatsApp, web chat, email, SMS, video and social, answered from one queue against one customer record. Single or multi-tenant, on cloud, in your own data center, or across both. Deployments running 2,500+ seats and 5,000+ concurrent calls, in 55+ countries, backed by the in-house engineering team that has built and supported it since 2015.

Built for Enterprise contact centers BPOs MSPs ISPs ITSPs

5,000+concurrent calls

2,500+Agent seats

55+countries

350+Businesses/Clients

Trusted by organizations on six continents

Awards and recognition

Capterra Shortlist 2026

Software Advice Front Runners 2026

GetApp Category Leaders 2025

Software Suggest

Globee Awards 2023 Gold Winner – Information Technology

Unified Communications Product of the Year 2023

Internet Telephony Excellence Award 2023

NXTGEN BPO Confex and Awards 2023

CIO Insider – Top 10 UC Providers 2023

Digital.com Best Telemarketing Software

Indian Achievers Award 2021

Customer Contact Center Technology Award 2021

UBS Forums

One conversation, every channel

Customers Move Between Channels. The History Moves With Them

Customer journeys are multi-channel by nature. A billing question opens on WhatsApp at 9am, comes back through web chat that afternoon, and lands on a call the next morning. All three sit on one customer record, so the agent who answers that call has already read the first two and the customer explains it once.

WhatsApp

Customer reports a billing error and shares an invoice photo.

Tuesday, 09:14

Web chat

Returns from the account portal. The bot recognizes the open case.

Tuesday, 16:40

Voice

Routed by skill to a billing agent who already sees the invoice and chat.

Wednesday, 10:02

Email

Confirmation and corrected invoice sent from the same case. Ticket closed.

Wednesday, 10:21

The platform

Every Channel, Every Dialer and Every Report in One Place

Inbound queues, outbound campaigns and blended floors all run on the same contact center software: one customer record, one administration console, and one set of numbers that reconciles at the end of the month.

HoduCC / SupervisorLiveTenant: Northgate BPO

318active interactions

0:42avg wait

94%service level

212agents online

Unified queue

WA

Invoice correction, order 44812Billing queue · waiting 0:12

Priority

VO

+44 20 7946 0958Enterprise support · skill: EN, SLA

In progress

CH

Portal login failureBot handoff · web chat

Assigned

EM

Contract renewal queryAccounts · email

Queued

SM

Delivery rescheduleLogistics · SMS

Queued

Agent workspace

Agents See the Whole Conversation, not Just Their Part

An agent should not be reading a customer’s history for the first time while that customer is already talking. Profile, prior conversations across every channel, open tickets and call controls sit on one screen, in the browser or on the Android and iOS app, before the greeting is finished.

HoduCC / Agent · Priya S.ReadyBilling · Tier 2

MR

Meera RamanEnterprise plan · ID 20481

Open ticketBIL-02 duplicate payment, ref 7731

WA

Invoice photo sharedTue 09:14 · bot

CH

Case recognised, escalatedTue 16:40 · bot to agent

VO

Call in progressWed 10:02 · you

EM

Statement request12 Aug · resolved

VO

Plan upgrade3 Jun · resolved

SM

Delivery reschedule18 May · resolved

Recordings

12 Aug

Statement request03:48 · transcript

3 Jun

Plan upgrade07:15 · transcript

Inbound · +91 98 …095804:12

Hi Meera, I have the invoice you sent on WhatsApp and the chat from yesterday.

Good. I was charged twice for March.

I see both entries against reference 7731. I’m raising the refund now.

How long will it take?

Five to seven working days. I’ll email the corrected invoice as soon as we finish.

Please send it to the accounts address on file.

Will do. Anything else on the account while we’re here?

Notes and disposition

Refund raisedFollow-up: email

Assist · live transcriptDuplicate payment confirmed on ref 7731. Suggested: ticket type BIL-02, refund 5 to 7 days, send corrected invoice by email.

CRM

Plan

Enterprise, 120 seatsRenews 14 Nov

Account

Raman Logistics LtdOwner: A. Desai

Ticket BIL-02

In progress

Knowledge

KB

Refund policy, duplicate paymentsupdated Jul

KB

Corrected invoice templateaccounts

1

Customer profileIdentity, plan and open ticket shown before the agent says hello.

2

Conversation historyEvery channel in one timeline, including bot handoffs and recordings.

3

Call controlsWebRTC webphone in the browser or the Android and iOS app: hold, transfer, conference and record, with no desk phone.

4

Current interactionThe live conversation, whether it is a call, a WhatsApp thread or a chat.

5

Notes and dispositionCaptured once, visible to the next agent and to reporting.

6

AI assistanceTranscript and suggested step alongside the conversation.

7

CRM informationBuilt-In CRM, or Salesforce, Microsoft Dynamics 365, Zoho, HubSpot, Pipedrive, Bitrix24, Zendesk or Freshdesk data in the same panel.

8

TicketsBuilt-in ticketing so follow-ups never leave the platform.

AI in HoduCC

AI Works Before, During and After Every Conversation

AI earns its place at three specific moments: answering the questions that never needed a person, surfacing the answer while the agent is still on the line, and scoring what happened after everyone has hung up. Same platform, same customer records, no separate tool to buy or log into.

Customerstarts on any channel

AI and IVRself-service and intent

Agentwith context on screen

AI analysistranscripts, sentiment, scoring

Reportingone view per team and tenant

01Before the agent

AI handles the routine questions before a queue is involved.

The AI chatbot and WhatsApp bot answer, qualify and hand off with the history attached. IVR captures intent so the interaction lands on the right skill the first time.

AI bots answer and qualify. IVR captures intent so the interaction lands on the right skill.

AI chatbot on web and in-app
WhatsApp bot with agent handoff
Intent capture through multi-level IVR
Automated outbound with answering machine detection

02During the conversation

Keep the answer next to the agent.

Voice transcription and the assistance panel keep the agent in the conversation rather than in a search box, with CRM and ticket context on the same screen.

Transcription, suggested step and CRM context on the agent screen.

Voice transcripts and speech analytics for calls and voicemail
AI interaction analytics with a suggested next step
Knowledge and CRM context in the workspace
Supervisor live call monitoring

03After the conversation

Turn every interaction into a record you can audit.

Recordings, transcripts, quality analysis and surveys feed the same real-time reporting, so the quality team and the operations team work from the same numbers.

Recordings, quality analysis and surveys feed one real-time reporting view.

AI quality analysis and sentiment scoring on logged calls
IVR and agent surveys
Real-time analytics and reports per team and tenant
Conversation records available to CRM and BI through integration

Who HoduCC is built for

Built For the Way Your Floor is Actually Organized

A 200-seat in-house support team and a BPO running eleven campaigns for three banks want very different things from the same product. Both are configurations of one platform, not different purchases. Pick the one closest to yours.

Centralized customer engagement across teams, locations and channels.

Support, sales and retention on one deployment, with teams, skills and reporting shaped like your org chart. Home-based agents use the same webphone as the people on the floor, and appear in the same reports.

Single-tenant deployment on cloud or on your own infrastructure
Skill-based mapping across departments, languages and tiers
Salesforce, Zoho, Microsoft Dynamics 365, HubSpot, Pipedrive, Bitrix24, Zendesk or Freshdesk Integration or the Built-In CRM
100% voice logging and quality analysis for compliance and coaching

HoduCC for enterprise contact centers

By industry

Every Sector Weights its Channels Differently.

A hospital measures appointment adherence and a collections floor measures connect rate; one is bound by consent rules, the other by DNC. The channel mix, the recording rules and the integrations are set to your sector during implementation, not left as a configuration exercise afterwards.

Healthcare

Channel mix: Voice, SMS, WhatsApp
Compliance driver: Consent, access control
Outcome metric: Appointment adherence

Insurance

Channel mix: Voice, email, WhatsApp, video
Compliance driver: Recording, verification
Outcome metric: Claim cycle time

Banking and Finance

Channel mix: Voice, chat, secure messaging
Compliance driver: 100% logging, audit trail
Outcome metric: Dispute resolution time

E-commerce

Channel mix: WhatsApp, chat, social, voice
Compliance driver: Consent for marketing messages
Outcome metric: Order-status deflection

Real Estate

Channel mix: Voice, WhatsApp, SMS
Compliance driver: DNC
Outcome metric: Lead response time

Telecom and ISPs

Channel mix: Voice, IVR, WhatsApp bot
Compliance driver: Recording, caller ID controls
Outcome metric: Provisioning self-service

Why HoduCC

Omnichannel Contact Center Software You Deploy on Your Own Terms

Four questions decide whether a platform fits an operation or fights it: where it is allowed to run, how far it bends to your process, whether it maps to the way your teams are actually organized, and what happens when volume doubles. Here is where HoduCC stands on each.

Deploy the way your business requires.

Cloud-delivered, on-premise in your own data center, or hybrid, with single-tenant or multi-tenant control on the same code base. Your records, recordings and transcripts stay where you decide.

Cloud On-premise Hybrid Single-tenant Multi-tenant

Configure the way your operation works.

Product customization, third-party integration and API access are standard, not an enterprise-tier exception.

Customization Integrations APIs Workflows Routing rules

Operate the way your business is structured.

Teams, tenants, campaigns and reports mirror your org chart, whether that is one enterprise or a hundred customers.

Enterprise BPO MSP ISP ITSP

Scale with your operation.

Deployments of 2,000+ seats and 5,000+ concurrent calls are in production today. Growth means adding seats, channels or tenants to the platform you already run.

Channels

VoiceWhatsAppWeb chatEmailSMSVideoSocial

Omnichannel engagement

Unified queueCustomer recordConversation historyWebRTC webphone

Routing and automation

Multi-level IVRACDSkill-based mappingDialersAMDBots

AI layer

AI chatbotWhatsApp botVoice transcriptionAgent assistanceQuality analysis

Agent workspace

InteractionProfileNotesTicketsLive monitoring

CRM and business systems

Integrated CRMSalesforceZendeskFreshdeskAPIs

Analytics

Real-time reports100% voice loggingQASurveysPer-tenant reporting

Multi-tenantIsolated tenants with separate admin, agents, campaigns and reports on one platform.

Remote-readyBrowser webphone for work-from-home and hybrid agents, no VPN-bound desk phones.

Recorded100% voice logging and live call monitoring for compliance, coaching and disputes.

Security and compliance

The Compliance Questions Procurement Asks First

In healthcare, insurance, banking and telecom, the evaluation usually stops at one question: where does the conversation data actually live? The answer here is wherever you decide, because the platform runs on infrastructure you control.

Data residency

Deployment aligned to your security needs.

Deploy on cloud, on-premise or hybrid to align the platform with your business, security and compliance needs. On-premise and private-cloud installs keep customer records, recordings and transcripts inside your own environment, under your own retention and residency policy.

Cloud, on-premise or hybrid deployment, with records and recordings kept under your own retention policy.

Multi-tenant architecture with tenant isolation
Retention and residency set by you
Cloud, on-premise or hybrid deployment

Platform controls

An audit trail on every conversation.

100% voice logging, call recording and live monitoring apply across the operation, and voice transcription turns those recordings into searchable records for compliance documentation and dispute handling.

100% voice logging, recording and transcription give you a searchable record of every conversation.

100% voice logging with call recording and monitoring
Voice transcription for searchable compliance documentation
Quality analysis scoring including language compliance
Tenant-level isolation with configurable recording and retention rules

Certified processes

Built and supported under certified processes.

HoduSoft’s information security and quality management systems are certified, so the vendor side of your risk assessment is documented before the first workshop.

HoduSoft’s information security and quality management systems are certified.

ISO/IEC27001:2022 ISO9001:2015

Access controls, audit trails, retention and residency are configured to your regulatory framework and scoped during implementation. Flexible deployment lets you align the platform with your own security and compliance requirements; compliance itself remains the client’s determination.

Integrations

Connect HoduCC With the Technology You Already Use

Your CRM stays the system of record and your trunks stay your trunks. HoduCC connects to what is already running across customer management, ticketing, telephony and messaging, and CRM and ticketing are built in for teams that prefer to keep everything on one platform.

CRM

Customer and account context on the agent screen.

SalesforceMicrosoft Dynamics 365ZohoHubSpotBitrix24PipedriveZendeskFreshdeskHoduCC Built-In CRM

Single Sign-On

SAML 2.0 and OIDC.

Google Microsoft

Telephony

Existing trunks and switching, no desk phones required.

HoduPBX SIP trunksWebRTC webphone

Messaging

Digital channels in the same queue as voice.

WhatsApp BusinessWhatsApp broadcast SMSEmailWeb chatSocialHoduBlast

Business applications

Third-party systems specific to your operation.

Third-party software integrationCustomization

APIs

Programmatic access for provider and enterprise IT teams.

ProvisioningData exchangeCustom workflows

Talk to our technical team Need a custom integration? That is a normal request in an enterprise engagement.

Customer stories

Three Operations Running On it Today

A global accounts team, a dealer network that retired its desk phones, and a provider running distributed customers over mixed connectivity. What they run, and what changed once they were on it.

One VoiceAizan · North America

OperationGlobal accounts team, One Voice (Aizan), North America

Used HoduCC forCustomer-specific configuration and custom changes on a provider deployment

OutcomeCustom changes made promptly by the HoduSoft team, with responsive ongoing support

HoduSoft team has been absolutely great; knowledgeable, responsive, professional, and they make custom changes right away. Steve Vine, Global Account Director, One Voice (Aizan)

D D MotorsAutomotive · India

OperationDealer customer service and sales contact center

Used HoduCC forBrowser-based WebRTC webphone in place of IP desk phones

OutcomeRemoved IP phone hardware cost across agent seats, with ongoing vendor support

We have been using HoduCC and specially like the Webphone build in WebRTC. It saves cost of IP Phones. The important thing is, there is always support provided as and when required. Gautam Singh, Project Manager, D D Motors

BrdsoftService provider · Brazil

OperationProvider serving geographically distributed companies over MPLS, internet and 4G

Used HoduSoft forHoduPBX multi-site voice platform alongside the HoduCC contact center suite

OutcomeDistributed teams and customers on one voice platform across mixed connectivity

This PBX makes possible to us to give to customers the best resource they need on a PBX, we have companies which are geographically distributed and can use MPLS or Internet Connections even 4G connection to be able to talk if their team mates or customers, and you have the best support team at your services. Mike Tesliuk, Founder, Brdsoft

Implementation

Move to HoduCC Without a Rebuild

Nobody replaces a live contact center over a weekend. Your routing logic, teams, integrations and reports are mapped and rebuilt before anything moves, then queues cut over in planned waves with your numbers running alongside the old ones.

1

Assess

Channels, volumes, tenants, telephony and systems to connect.

2

Configure

Tenants, teams, skills, IVR, dialers and reporting to match your operation.

3

Integrate

CRM, ticketing, SIP trunks, WhatsApp and custom systems.

4

Test

Routing, recording, capacity and agent workflows validated with your team.

5

Deploy

Cloud, on-premise or hybrid go-live, by site or by tenant.

6

Optimize

Quality analysis, surveys and reporting used to tune the operation.

Support

Round-the-clock support from the engineers who build the platform.

Support is 24×7 and handled in-house by HoduSoft’s own engineering team not an outsourced first line. Every deployment has a named account contact, a defined escalation path, and onboarding and training for administrators, supervisors and agents.

24×7 support from HoduSoft’s in-house engineering team with a named account contact and a defined escalation path.

24×7 coverage across three time zones
In-house engineers, not an outsourced help desk
Named account contact and escalation path
Onboarding and training for admins, supervisors and agents

Commercial model

Licensed software, priced to your deployment.

HoduCC is licensed software deployed on your infrastructure. Licensing is scoped to deployment type, concurrent users, channels and integrations, and is quoted against your operation rather than taken from a public price list.

Licensed software on your infrastructure, scoped to deployment type, concurrent users, channels and integrations.

Scoped to deployment, concurrent users, channels and integrations
Cloud, on-premise or hybrid under the same model
Multi-tenant licensing for BPOs and service providers

Request a Quote

Frequently asked questions

What Evaluation Teams Ask First

The questions IT, operations and procurement raise in the first meeting, answered properly. Anything not covered here is a good reason to book a demo.

What is omnichannel contact center software?

It handles every channel a customer might use against a single customer record. Voice, WhatsApp, web chat, email, SMS, video and social all land in one queue, so a conversation that starts on WhatsApp and finishes on a call stays one conversation with one history. HoduCC adds multi-level IVR, skill-based routing, six dialer modes, chat and WhatsApp bots, voice transcription, quality analysis and real-time reporting on the same platform.

Does it cover multi-channel customer support?

Yes. Voice, video, WhatsApp, web chat, email, SMS, social media, Telegram and Zalo are all supported, and channels can be switched on as your operation needs them. HoduCC is omnichannel by design, so those channels are not run as separate silos: they share one customer record, one queue model and one set of reports. Teams, skills and tenants can still be organized per channel where that suits how the floor is structured.

How is contact center software different from call center software?

Call center software is voice-first: dialers, IVR, automatic call distribution, recording and reporting. This edition runs those same voice capabilities and adds the digital channels, chat, email, SMS, WhatsApp, social and video, on the same infrastructure and against the same customer record. HoduCC ships as both editions on one code base, so moving between them is a licensing change rather than a migration.

How can it be deployed?

On the cloud, on-premise in your own data center, or hybrid, single-tenant or multi-tenant. Because the platform runs inside your infrastructure, records, recordings and transcripts stay under your residency and retention policy. Agents work from a browser-based WebRTC webphone, so office, remote and hybrid teams share one workspace.

How is it licensed and priced?

As licensed software on your own infrastructure, scoped to deployment type, concurrent users, channels and integrations. Multi-tenant licensing is available for BPOs and service providers running several clients on one platform. Request a quote from the form above and a specialist will size it against your operation.

What security and certifications does HoduSoft hold?

HoduSoft operates under ISO/IEC 27001:2022 for information security management and ISO 9001:2015 for quality management. On the platform side, deployment is the main control: on-premise and private-cloud installs keep conversation data inside your own perimeter, with tenant isolation, configurable retention and 100% voice logging. Access controls, audit trails and retention rules are configured to your framework during implementation, and regulatory compliance itself remains your determination.

Is there a mobile app for agents?

Yes. Alongside the browser-based WebRTC webphone, HoduCC has a mobile app for Android and iOS, so agents and supervisors can stay reachable away from a desk. Office, remote and hybrid teams work from the same platform and the same customer record either way, and supervisors keep the same monitoring and reporting view.

How far does the platform scale?

The largest live deployments exceed 2,000 agent seats and 5,000 simultaneous calls on a single platform, with 100% voice logging and live monitoring at that volume. Growth means adding seats, channels or tenants to the deployment you already run, with reporting staying in one place.

Which CRM, helpdesk and telephony systems does it work with?

Salesforce, Zendesk, Zoho, Freshdesk, Microsoft Dynamics 365, Pipedrive and Bitrix24, plus the integrated CRM and built-in ticketing for teams without a separate system. Telephony runs over your existing SIP trunks and carrier infrastructure. Other applications connect through integration, customization and APIs during the engagement.

Why choose licensed software over a per-agent subscription?

It comes down to where the conversation data sits and who controls the platform. HoduCC is licensed to you and deployed on your own infrastructure, single or multi-tenant, so records, recordings and transcripts stay under your residency and retention policy. Licensing is scoped to deployment type, concurrent users, channels and integrations and quoted against your operation. Teams tend to choose it when on-premise or private-cloud deployment, or multi-client tenancy, is a firm requirement.

What support is available after go-live?

24×7 support from HoduSoft’s own engineers with a named account contact, a defined escalation path, and onboarding and training for administrators, supervisors and agents. Implementation follows six stages: assess, configure, integrate, test, deploy and optimize, with routing logic, teams and reporting mapped before go-live.

Shaped Around the Operation You Already Run

Omnichannel engagement, single and multi-tenant control and cloud, on-premise or hybrid deployment, licensed for your own infrastructure by a vendor serving enterprises and service providers since 2015.

Enterprise teamsBPOsMSPsISPsITSPs

Next step

Tell us your channels, volumes, tenants and deployment model. A specialist will walk you through HoduCC configured for that operation, or size a license for it. Technical questions welcome.

Book a Demo Request a Quote

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