Wave Call Center: Browser call center with IVR, hold queue and SMS on Africa’s Talking.
Wave Call Center is cloud call center software for support and sales teams in Kenya, built by Quickwave Technologies on Africa’s Talking voice and SMS. Agents take and make calls in the browser with a headset, while supervisors build IVR menus, run SMS and voice campaigns, and track tickets and callbacks.
- Voice and SMS
- Africa’s Talking
- Agent setup
- Browser + headset
- Campaign pacing
- Up to 3,000/hour
- Plans from
- $29 a month
Key facts checked
Overview
What is Wave Call Center?
Wave Call Center is cloud call center software for support and sales teams in Kenya, built by Quickwave Technologies on Africa’s Talking voice and SMS. Agents take and make calls in the browser with a headset, while supervisors build IVR menus, run SMS and voice campaigns, and track tickets and callbacks.
- Agents work from a browser with a headset, so there are no desk phones, PBX box or cabling to buy.
- Callers stop hitting dead air when everyone is busy: the hold queue tells them their place in line and offers a callback.
- Missed calls and voicemails stop getting lost, because each number gets one callback request that closes itself once the customer is reached.
- Promises made on calls get followed up as tickets with an owner, a priority and an SLA due time.
- Sales and collections desks stop dialling by hand: voice campaigns pace the calls and put answered ones through to an agent.
Who Wave Call Center is for
- Customer support and sales teams in Kenya that run busy phone lines
- Organisations with several branches that share one number or keep their own lines
- Outbound sales and collections desks running SMS and voice campaigns
- Small support teams that want a call center without desk phones or a PBX
- Businesses with an Africa’s Talking account, or ready to open one
- Developers and CRM owners who need click-to-call and call data through an API
Features
Everything Wave Call Center does
Runs on Africa’s Talking · Browser softphone, no PBX hardware · Hold queue with callback option
Browser softphone
Agents take and place calls in Chrome or Edge with a headset, through Africa’s Talking WebRTC, with mute and hold. Handset mode rings an agent’s mobile number instead.
IVR menus and business hours
Build keypad menus from menu, play, queue, voicemail and hangup steps, with business hours and routing by department or skill. A simulator shows what callers will hear before the flow goes live.
Hold queue and callbacks
When every agent is busy, callers hear their place in line and can press 2 for a callback. Missed calls, voicemails and hold-queue requests open one callback per number, closed once the customer is reached.
Branch routing and live transfer
Each branch keeps its own lines, IVR and routing, or shares the main number. Calls go to the longest-idle, least-occupied or next agent in turn, and agents transfer live calls with a note.
Call log, recordings and reports
Every call is logged with its notes, disposition and IVR path, and connected calls are recorded. Reports show answer rate, wait and handle times, peak hours and agent performance, with CSV export.
SMS and voice campaigns
Run SMS campaigns, or voice campaigns that play a message, offer ‘press 1 for an agent’ or connect answered calls to an agent. Set calling hours, pacing up to 3,000 calls an hour and retries.
Two-way SMS and contacts
Send and receive SMS with a full message log, choosing Africa’s Talking, Celcom Africa or TextSMS Kenya to send. IVR automations can text a caller after a missed call. Contacts support tags and CSV import.
Tickets with SLA alerts
Open tickets from calls or voicemails with an owner, a priority from low to urgent and an SLA due time. ‘Due soon’ and ‘breached’ alerts arrive in the activity feed and by email.
REST API and signed webhooks
Read and write API keys cover click-to-call, contacts, tickets, SMS, callbacks and campaigns at 120 requests a minute. Twelve webhook events are signed with HMAC-SHA256 and retried on failure.
How it works
How Wave Call Center works
Create a workspace
Sign up at callcenter.quickwave.co.ke or ask us for a demo. Each new workspace starts with a main branch, Sales and Support departments and a starter IVR greeting.
Connect Africa’s Talking
Enter your Africa’s Talking username, API key, voice number and SMS sender ID or short code in Settings. The key is encrypted at rest. For SMS you can pick Celcom Africa or TextSMS Kenya instead.
Build your IVR
Set keypad options, business hours, the hold queue and voicemail in the IVR builder. Test the flow in the simulator, then switch it on.
Invite agents and go live
Agents sign in on Chrome or Edge with a headset, or set a mobile number for handset mode. Take calls, run campaigns and work tickets and callbacks.
Works with
- Africa’s Talking Voice
- Africa’s Talking SMS
- WebRTC browser calling
- Celcom Africa SMS
- TextSMS Kenya
- M-Pesa Paybill top-up
- REST API (OpenAPI 3.1)
- Signed webhooks
- CSV import and export
- SMTP email alerts
Pricing
Wave Call Center pricing
Clear prices with no setup surprises.
Starter
$29per month
For small support teams.
- Up to 5 team members
- Browser softphone (WebRTC)
- Call log and recordings
- Multi-level IVR
- Two-way SMS
- Ticket management
Pro
Recommended$99per month
For growing outbound desks.
- Up to 25 team members
- Multi-branch routing
- SMS campaigns and broadcasts
- Real-time supervisor analytics
- Call summaries and transcription
- Priority email and chat support
Enterprise
Custom
Higher seat cap and dedicated support.
- 250+ agents
- Dedicated trunking and carrier setup
- Custom data retention
- Dedicated account manager
Prices from callcenter.quickwave.co.ke as of October 2026, per workspace. Carrier voice minutes and SMS are billed separately by your provider.
FAQ
Wave Call Center questions, answered
What is Wave Call Center?
Wave Call Center is cloud call center software for support and sales teams in Kenya, built by Quickwave Technologies on Africa’s Talking voice and SMS. Agents work in the browser, and supervisors run IVR menus, a hold queue, campaigns, tickets and callbacks.
How much does Wave Call Center cost?
Plans start at $29 a month per workspace. Starter is $29 a month for small support teams, Pro is $99 a month for growing outbound desks, and Enterprise is priced on request. Call minutes and SMS are billed separately by your telephony and SMS providers, such as Africa’s Talking.
Do we need a PBX or desk phones?
No. Agents use the browser phone in Chrome or Edge with a USB or Bluetooth headset, so there is no PBX hardware to buy or install. An agent can also switch to handset mode so calls ring their mobile number.
Which telephony provider does Wave Call Center use?
Africa’s Talking. You enter your organisation’s Africa’s Talking username, API key, voice number and SMS sender ID or short code in Settings, and the API key is encrypted at rest. For SMS you can also choose Celcom Africa or TextSMS Kenya.
How do we top up call and SMS credit?
By M-Pesa Paybill. The app shows your Africa’s Talking balance and, once it is set for your organisation, the Paybill and account number to pay into. Outbound calls and SMS pause when the balance reaches zero.
What happens when all our agents are busy?
They wait in a hold queue, once you switch it on for that IVR flow. Callers hear their place in line and optional hold music, and can press 2 to ask for a callback. When the flow’s maximum wait runs out, its fallback step, such as voicemail, takes over.
Can several branches share one account?
Yes. Each branch can share the organisation’s main number or answer on its own lines with its own IVR. Owner, admin, supervisor, agent and custom roles can be granted across the organisation or per branch, and sign-in supports two-factor codes.
Can we connect Wave Call Center to our CRM?
Yes. A REST API covers click-to-call, contacts, tickets, SMS, callbacks, campaigns, agents and stats, with read or write keys at up to 120 requests a minute. Signed webhooks tell your systems about calls, tickets, messages and campaign events.
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Get in touch
Ready to use Wave Call Center?
Tell us about your business and we will show you how Wave Call Center fits, or build something custom on top of it.