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Call Center Infrastructure

Platform and infrastructure for call center operations: agent management, campaigns, telephony, call auditing, assignment and reporting on dedicated servers, networks and virtualization.

Sector
Telecommunications
Type
Platform and infrastructure
Status
In production
Scope
Infrastructure and software

The problem

A call center operation depends on the call arriving, reaching the right agent and being recorded. When telephony, routing and reporting live in separate systems, nobody can tell what happened on a specific call.

What we built

In-house telephony and server infrastructure with the management platform on top: campaigns, call routing, auditable recordings and reporting drawn from the same data the operation runs on.

System modules

  • Agents
  • Campaigns
  • Telephony
  • Calls
  • Routing
  • Reporting
  • Servers
HOW IT WORKS INSIDE
Carriers / SIPPBXQueue / ACDAgentsRecordingReporting

STACK: LINUX · PROXMOX · ASTERISK · POSTGRESQL · REDES DEDICADAS

NOTE: DUE TO CONFIDENTIALITY AGREEMENTS, THIS CASE IS DESCRIBED WITHOUT CLIENT DATA OR INTERNAL METRICS.

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