Call Center Solution

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Enterprise class multi-channel contact center suite

Our multi-channel call center offers full featured Inbound ACD, Outbound Predictive Dialing, Inbound Email handling, Web-configurable IVRs, Skills-based agent routing, Voicemail boxes, Full call recording, Customer website chat, PBX functionality and much more. Call center solution even allows you to have agents logged in from remote locations.

A complete call center with rich functionality


Let your agents handle inbound and outbound phone calls as well as inbound email and website customer chat all together in the same web-based agent interface. Call Center was built with blended contact handling in mind, so no need to have agents log out to change from inbound to outbound, and no need for a second application for email handling or customer chatting on websites. Everything is handled in the same agent screen.

With Skills-based routing and Agent Ranking, you can have calls and emails go to the agents that can handle them the most efficiently for their skill set.

Queue Prioritization allows you to send the more important calls to agents first.

You can also have your agents handling outbound calls when the inbound call load is low.


High-Level Data Encryption is available from your agents’ web browsers all the way to the database back-end where your data is stored in our secure SSAE-16 certified hosting facilities. We use NIST-approved, strong encryption algorithms to safeguard your data.

You can also send your customers to a secure IVR to collect sensitive information like credit card numbers to shield that information from your agents while still allowing them to take customer orders.

You are also able to hide all(or part) of sensitive customer data fields, like payment data, from your agents.

Another encryption feature that we offer is encrypted recordings of phone call audio, allowing your company to stay in compliance with many industry security requirements.

Here is the full list of encryption and other
security enhancements that we offer:

  • SSL encrypted(https) agent interface screen and data transport
  • Encrypted database storage of custom field data
  • Masking of sensitive custom field data from agents and managerial staff
  • The ability for agents to send customers to an IVR to enter in sensitive information
  • Encrypted recordings of phone call audio
  • Restricted audio call recordings access, with logging
  • Secure calls to agents using either WebRTC or SRTP soft-phones
  • Encrypted user password logins
  • Segmented user groups access and permissions


Our call center can integrate with many popular CRM systems, providing you with a seamless user interface tied into your back- end customer management systems.

Here are a few of the CRM systems that we currently integrate with:

  • Teamsupport
  • Insightly
  • Pipedrive
  • Vtiger
  • Zoho
  • Zendesk
  • SugarCRM
  • LessAnnoyingCRM
  • MailChimp
  • Google Sheets
  • WordPress
  • Gmail
  • Lawmatics
  • And, if your CRM allows web-based integration, we can probably inter-operate with it too!

CRM integration can be as simple as a web page popping up with customer data when a phone call is received by an agent, or it can go as far as back-end data synchronization. We can help you to integrate with your CRM system as much or as little as you need.


Your agents can work from almost anywhere!

Agents can work from home or in a central call center; all they need is an internet connection, a computer and a headset or phone.

You can have from 5 to 500 agents on a single contact center cluster. Load balancing, redundancy and failover are built-in to the call center platform.

We also offer Strong Data Encryption to safeguard your customer data, no matter where your agents are.


How organizations are using the call center on a daily basis to help get business done:

  • Inbound customer service and sales calls for small to medium size business
  • Hospital patients post-checkout survey
  • Doctor’s office patient contact management: inbound/outbound/email
  • Home visit nursing company, nurse visit logging and patient contact inbound/outbound
  • Emergency response call center, operating 24/7 and taking emergency calls
  • Debt collections, inbound/outbound
  • Bank customer service call center
  • Utility company sales, service and automated billing IVR

In Depth Features List:

  • Ability for an agent to call clients in succession from a database through a web-based screen
  • Ability to display a script for the agent to read with fields like name, address, etc. filled-in
  • Ability to set a campaign to auto-dial and send live calls to available agents
  • Ability to dial predictively in a campaign with an adaptive dialing algorithm
  • Ability to dial on a single campaign across multiple dialers, or multiple campaigns on a single
  • Ability to transfer calls with customer data to a closer/verifier
  • Ability to open a custom web page with user data from the call, per campaign, per In-Group, or per list
  • Ability to autodial campaigns to start with a simple IVR then direct to agent
  • Ability to broadcast dial to customers with a pre-recorded message
  • Ability to park the customer with custom music per campaign
  • Ability to send a dropped call to a voicemail box, queue or extension per campaign if no agent is available
  • Ability to set outbound CallerID per campaign or per list
  • Ability to take inbound calls gathering CallerID
  • Ability to function as an ACD for inbound and fronter/closer verification calls
  • Ability to have an agent take both inbound and outbound calls in one session(blended)
  • Ability to start and stop recording an agent’s calls at any time
  • Ability to automatically record all calls
  • Ability to manually or automatically call up to two other customer numbers for the same lead
  • Automatically dial unlimited alternate numbers per customer until you get an answer
  • Ability to schedule a callback with a customer as either any-agent or agent-specific
  • Ability in Manual dial mode to preview leads before dialing
  • Agents can be logged from anywhere with just a phone, web browser, and an internet connection
  • Faster hangup and dispositioning of calls with one key press (HotKeys)
  • Definable Agent Wrap-up time per campaign
  • Ability to add custom call dispositions per campaign
  • Ability to use custom database queries in campaign dialing
  • Recycling of specified status calls at a specified interval without resetting a list
  • Dialing with custom Time Zone restrictions including per state and per day-of-the-week
  • Dialing with Answering Machine Detection, also playing a message for AM calls
  • Multiple campaigns and lead-lists are possible
  • Option of a drop timer with safe-harbor message for FTC compliance
  • Variable drop call percentage when dialing predictively for FTC compliance
  • System-wide and per-campaign DNC lists that can optionally be activated per campaign
  • All calls are logged and statuses of calls are logged as well as agent time breakdowns
  • Load Balancing of call across multiple inbound or outbound Asterisk servers is possible
  • Agent phone login balancing and fail over across multiple call center servers
  • Several real-time and summary reports available
  • Real-time campaign display screens
  • 3rd party conferencing(with DTMF macros and number presets)
  • 3rd party blind call transfer
  • 3rd party conferencing with agent drop-off
  • Custom Music-On-Hold and agent alert sound for inbound calls
  • Estimated hold time, place in line, overflow queues and several other inbound-only features
  • Skills-based ranking and call routing per inbound group(queues) and campaign
  • Queue Prioritization per campaign and inbound group
  • Single agent call queuing
  • Ability to set user levels and permissions for certain features and campaigns
  • Ability for managers to listen-in on agent conversations
  • Ability for managers to enter conversations with agents and customers
  • Ability for managers to change the selected queues for an agent
  • Ability for agents to select a Pause Code when they are not active
  • Ability for agents to control volume levels and mute themselves
  • Ability for agents to view the statuses of other agents on the system
  • Ability for agents to view details for calls in queue that the agent is selected to take calls from
  • Ability for agents to select and click to take calls in queue from their agent screen
  • Agent shift enforcement by day and time, defined per user group
  • Multi-function web-based agent API allowing for control of agent sessions including click-to-dial outside of the agent screen
  • Lead import web-based API
  • Web-based data export utilities
  • Separate Time-clock application to track user work time
  • Web-based administration
  • DID, phone and carrier trunk provisioning through the web interface
  • Inbound email handling through the agent web screen
  • Chat with customers from a website through the agent web screen
  • Chat with managers and other agents in the agent web screen


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