Roundesk : Unified Customer Experience & Contact Center

Roundesk: The Unified CX Platform for Modern Contact Centers

Roundesk is the first natively unified customer experience (CX) platform built for demanding contact centers. It brings together cloud telephony, quality monitoring, governance & compliance, and omnichannel engagement into a single intelligent cockpit—no third-party modules, no data silos.

With Roundesk, customer service, sales, and compliance teams manage every customer interaction from one platform, seamlessly connected to their CRM, helpdesk, and business tools—delivering a consistent, secure, and high-performing customer experience.

Why choose Roundesk?

• A truly unified platform : Unlike patchwork or bolted-on solutions, Roundesk is built as one integrated system. Voice, digital channels, quality assurance, and compliance work together out of the box—eliminating operational gaps and duplicate tools.
• Compliance built in from day one : Roundesk GRC ensures automatic compliance with GDPR, MiFID II, DDA, and other industry regulations through full interaction traceability, centralized evidence storage, and real-time risk alerts—critical for regulated sectors like banking, insurance, healthcare, and energy.
• Data-driven customer experience : Roundesk Quality enables intelligent agent monitoring with targeted call reviews, customizable scoring, structured feedback, and data-led coaching—continuously improving CSAT, NPS, and agent performance.
• Real omnichannel, not just multichannel : Handle voice, email, chat, SMS, and messaging in a single conversation thread. Every agent sees a complete 360° customer history—no matter which channel the customer uses—ensuring seamless, contextual service.
• Open and easy integrations : Roundesk natively integrates with leading CRMs (Salesforce, HubSpot, Microsoft Dynamics), helpdesks (Zendesk, Freshdesk), and enterprise systems via RESTful APIs, webhooks, and pre-built connectors.
• Cloud-native, zero infrastructure : As a 100% cloud solution hosted in Europe, Roundesk requires no on-premise hardware or IT maintenance. Go live in days, scale instantly, and enjoy HD voice quality with enterprise-grade reliability.

Key features

Roundesk Voice – Intelligent Cloud Telephony & Call Center

• Inbound and outbound calling with local and international numbers
• Smart call routing (ACD) and dynamic queues
• Real-time supervision with live dashboards
• Automatic call recording and conversational analytics

Roundesk Quality – Native Quality Monitoring

• Random or AI-triggered reviews (keywords, sentiment, compliance)
• Customizable scorecards by team or regulation
• In-platform coaching and action plans
• Quality vs. performance reporting (e.g., resolution rate, sentiment)

Roundesk – Governance, Risk & Compliance

• Legally compliant retention of all interactions (voice and text)
• Consent management and customer rights handling (e.g., GDPR right to erasure)
• Full audit trail and certified evidence exports
• Real-time alerts for compliance breaches

Unified Omnichannel – One view of the customer

• Centralized management of voice, email, chat, SMS, and messaging
• Unified timeline with full context (calls, tickets, orders, notes)
• Smooth channel switching without losing history
• Unified agent availability across all channels

Advanced analytics and dashboards

• Custom KPIs (estimated NPS, first-contact resolution, compliance rate)
• Proactive alerts on performance drops or customer risk
• Automated, secure report sharing

Ideal for

• B2B and B2C contact centers seeking tool consolidation
• Regulated industries (finance, insurance, healthcare, utilities, telecom)
• CX, QA, compliance, and operations teams needing full traceability
• Scaling businesses that want an agile, future-proof solution with no technical debt

Ready to transform your contact center?

Roundesk isn’t just another telephony tool—it’s your strategic platform to unify customer experience, agent performance, and compliance in one place.

Request a personalized demo and discover how to centralize, secure, and elevate every customer interaction.

Available as SaaS – Hosted in Europe – GDPR-– Open API – Dedicated support in English and French