FAQ
Frequently asked questions
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The product
What is the difference between CallCenterSuite and AgenteUno?
AgenteUno provides the audio, the phone line, the voice of the AI agents and the transcript. CallCenterSuite decides which call is made, when, who makes it (a person or an AI), with which script and which answers to objections, and measures the result. CallCenterSuite uses AgenteUno underneath; never the other way round.
Do I have to buy AgenteUno separately?
No. CallCenterSuite comes with AgenteUno inside for everything to do with audio and the phone line. If you already use AgenteUno, your organisation is linked to CallCenterSuite and you keep your agents and numbers.
How do my closers work?
Each closer signs in with their own session and sees only their organisation's calls: the queue, their calls, the script, the objection cards and their phones. Preparing calls, changing settings and managing the team are for administrators.
The calls
Do scheduled calls dial by themselves?
Assisted calls do not: at their time they move to “Due now” and a person presses “Call”. Calls by an AI agent are placed by AgenteUno at their time, only if the contact's consent is on record and within the legal calling hours.
Who can an AI agent call?
Only contacts with recorded consent for that call (article 66.1.a of the Spanish General Telecommunications Act), within the legal hours and not on the do-not-call list. Consent is read from the record; someone saying they have it is not enough.
Which phone does my team call from?
From their own phone (theirs rings first and the contact's only once they pick up) or from the computer's browser. The contact always sees an identifiable number, never a hidden one.
Are calls recorded?
They are recorded with notice to the contact. If they do not want it, “Do not record” is pressed and the recording is deleted.
What is an objection card?
It is the approved answer to a specific objection (price, timing, competition, trust). When the contact raises it on the call, the card appears on the caller's screen; an AI agent gets it in its instructions. With objection analysis you see which ones come up most and which answer works.
Plans and minutes
How do minutes work?
Each plan includes assisted call minutes (a person with the AI listening) and AI call minutes for the month. They are capped credits, not a flat rate: once the cap is reached nothing more is used, and if you need more minutes you top up separately.
Is there a special price inside a Suite pack?
Yes. Inside a Suite family pack, the Starter plan comes down to €39 per month.
Do prices include VAT?
No. They are prices for businesses and professionals and VAT is added on the invoice. The big number on each plan is always a monthly price; with annual billing the year is charged at once.