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INTELLIA

CONVERSA

A contact center your agents and supervisors enjoy.

Inbound, outbound and omnichannel contact center software built on Asterisk and Issabel telephony.

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Illustrative interface of CONVERSA, with sample data.

What is CONVERSA?

CONVERSA is INTELLIA's contact center management platform built on open-source Asterisk and Issabel telephony. It provides IVR menus, skills-based call queues, outbound and predictive dialing, call recording, CRM screen pop-ups, agent scripts, live wallboards and quality scoring, and can add WhatsApp and chat alongside voice.

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The problem

Why teams look for contact center management platform software

Many contact centers run on aging PBX systems with expensive per-seat licenses, little reporting, and agent screens disconnected from customer data. Supervisors cannot see service levels in real time, and quality reviews depend on listening to random calls.

The solution

How CONVERSA solves it

CONVERSA puts a modern agent desktop and supervisor console on top of proven open-source telephony. Calls route by skill and priority, customer records pop up automatically, every call is recorded and searchable, and wallboards show service level, abandonment and handle time as they happen.

Features

Why teams choose CONVERSA

  • Open-source telephony

    Asterisk and Issabel without per-seat PBX licenses.

  • Smart routing

    Skills, priority and language-based queues.

  • Predictive dialer

    Higher outbound productivity with compliance controls.

  • Live wallboards

    Service level and queue status in real time.

  • Call recording and QA

    Search, score and coach.

  • Omnichannel

    WhatsApp and chat beside voice.

Modules

What's inside CONVERSA

Inbound and IVR

Route every caller to the right agent.

  • Multi-level IVR builder
  • Skills-based ACD queues
  • Callback requests
  • Business-hours and holiday routing
Illustrative interface of CONVERSA, with sample data.

How it works

Who it's for and how it's deployed

In-house contact centers

Banks, telecoms, retailers and healthcare providers.

BPOs

Multi-client operations needing isolation and reporting.

Sales and collections teams

Outbound-heavy operations.

Deployment options

  • Cloud

    Hosted telephony and application, connected to your carrier.

  • On-premises

    Installed on your servers, common for regulated industries.

  • White-label

    For BPOs and telecom resellers.

Implementation timeline

Indicative durations for a standard deployment; confirmed during discovery.

  1. Phase 1 · 1–2 weeks

    Telephony design

    Carrier, numbers, IVR and queues designed.

  2. Phase 2 · 2–4 weeks

    Build and integrate

    Servers, agent desktop and CRM integration.

  3. Phase 3 · 1–2 weeks

    Pilot and cutover

    Pilot team, number porting and full cutover.

Integrations and security

Integrates with

  • Asterisk
  • Issabel
  • SIP trunks and local telecom carriers
  • CX Hub and CRM systems
  • Meta WhatsApp Business Platform
  • Odoo
  • REST API and AMI

Security and compliance

  • Encrypted SIP (TLS) and SRTP where supported
  • Role-based access to recordings
  • Recording retention and redaction policies
  • Audit log of supervisor actions
  • Network hardening and fail2ban on telephony servers

Contact center KPIs CONVERSA reports

KPI What it measures
Service level Share of calls answered within the target time
Abandonment rate Callers who hang up before reaching an agent
Average handle time Talk, hold and wrap-up time per call
First contact resolution Issues resolved without a repeat contact
Occupancy Share of logged-in time agents spend handling contacts

Read contact-center metrics that matter and the contact center modernization case study.

CONVERSA in practice

FAQ

CONVERSA questions, answered

What is CONVERSA?

CONVERSA is INTELLIA's contact center management platform built on Asterisk and Issabel, offering IVR, queues, outbound dialing, recording, CRM integration, wallboards and quality management.

Why build on Asterisk and Issabel?

Asterisk is a mature, widely deployed open-source telephony engine, and Issabel provides a management layer on top. Together they avoid per-seat PBX license costs and give full control over routing and integration.

Can we keep our existing phone numbers?

In most cases, yes. Numbers can be ported or routed via SIP trunks from your current carrier. We coordinate with the carrier during cutover.

Does CONVERSA support remote agents?

Yes. Agents can work from home using a browser-based WebRTC softphone or SIP phones over a secure connection.

Can calls be transcribed and analyzed with AI?

Yes. Optional speech analytics transcribes recordings, flags keywords and sentiment, and generates summaries for supervisors.

More customer experience products

See CONVERSA in action.

Book a tailored demo with a product specialist. We will show your workflows, not a generic tour.

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