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Contact centers

Queues, an agent workspace, customer history and quality monitoring in a contact center connected to your business processes.

Handling inbound customer calls.
Routing calls to appropriate agents.
Recording and monitoring conversations for quality control.

IMPLEMENTATION

Two ways to build.

The same business task. Infrastructure that fits your data policy, team and budget.

01 / ON-PREMISES

Own hardware

Engineer a contact center with local queues, recordings and workspaces.

How we implement it

Setting up Asterisk queues, developing agent desktop.
Integrating with local CRM (Customer Relationship Management) system for data access.
Local storage for call recordings.

Technology options: Asterisk, a custom agent workspace, CRM and local storage. Asterisk requires additional engineering to form a contact center.
Data & dependencies: Queues, recordings and the agent workspace run locally. Carriers and external CRMs remain separate data processors.
Budget components: Workspace development, servers, integration and training; then traffic, storage, redundancy and maintenance.
Operations & support: The support agreement assigns ownership of hardware, OS, applications, updates and incident response. Recovery is tested before launch.

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02 / API PLATFORMS

International APIs

Configure Amazon Connect and integrate the required systems and features.

How we implement it

Setting up Amazon Connect, selecting features.
Integrating with CRM systems and databases.
Configuring routing, agent workspaces, analytics.

Technology options: Amazon Connect, business-system APIs and an integration backend; analytics and workforce functions scoped separately.
Data & dependencies: External services process audio and necessary metadata. Before launch we review each component’s region, subprocessors, retention and deletion settings.
Budget components: Platform and CRM configuration; then voice traffic, selected features, analytics and storage under the chosen plan.
Operations & support: The provider operates its platform; the project team maintains integrations, quotas and API changes within the agreed scope. Support coverage is defined by contract.

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Technology choices are confirmed after an assessment. Platform names indicate implementation options, not partnership status. Calls to the public telephone network require a carrier in either model.

BEFORE LAUNCH