Call center infrastructure

What we build

Call centre infrastructure, to us, is everything between the phone line and the manager’s report: SIP telephony with a backup provider, a PBX with an IVR menu and queues, automated dialling for outbound teams, call recording, a CRM with a profile for every customer, tickets with response deadlines, a live dashboard, and quality and sales reports.

That is how we built Elite Call Center: Vicidial and Asterisk on an A1 SIP line with a backup provider, recording every call with encrypted storage and automatic deletion under GDPR, a custom CRM with live monitoring, whisper coaching and call barging, AI quality scoring, a supervisor dashboard, and an ERP for schedules, staff and invoicing. Saitami ERP, our own system, has the phone built into the customer profile, with recording and transcription. The Contact Centre solution shows calls, email, chat, Viber and Facebook in one list, outbound campaigns with scripts and a live dashboard; the Voice Agent shows how AI answers incoming calls and hands them over to the person on duty.

The solutions are available at demo.mmm.software and open without registration.

How the project works

First, you describe your call centre: how many operators you have, whether the calls are inbound or outbound, what scenarios you handle, and which systems you currently use. We ask about your numbers and carrier, your CRM system, your channels, and the reports your supervisor needs, then give you an indicative price. The price depends on the number of operators, channels and reports, not on minutes: those are charged by the phone carrier.

Then we run a demo using your scenarios: the operator screen, script and dashboard. The quote describes the components, integrations, exact price, timeline and anything that remains with the phone carrier, and is accepted online. Payment is made in stages, with an invoice for each stage.

We launch without interruption: the old system keeps working until the day the numbers are forwarded to the new one, which happens when everything is ready and you approve it. One team goes live first, followed by the rest. A browser phone connected to an existing CRM takes weeks; Elite Call Center, from the line to the dashboard, took six months.

What you get

A working system on your server or on a server rented for you: the PBX, operator screen, CRM, recordings, dashboard and reports. The code is kept in a repository in your name, with the access details and instructions for deploying the system elsewhere. Training for operators and supervisors, plus a document setting out the rules: who can hear which recordings, how long they are kept, and when an issue is escalated.

Operators talk through the browser, from the office or from home. After launch, we monitor the lines and recordings during the first few weeks; after that, you can continue with monthly support from us (€100-€350 per month according to our quotes) or without it.

What is not included

Phone numbers, the SIP line and minutes are arranged with a carrier and paid to the carrier. Headsets, computers and internet are yours. Fees for Viber Business, WhatsApp Business and the AI model are paid to their respective providers. The operators are not our service; we build the system your operators work in. We do not make cold calls on your behalf.

Ready-made platform or own system

Ready-made call centre platforms go live quickly and are a good choice for a small team handling standard inbound calls; you pay a carrier monthly, while the recordings and customer database sit on someone else’s server. An own system makes sense when there are many operators, when outbound campaigns are the main activity, when the CRM and phone need to be one system, and when recordings need to stay with you. The figures are on the page How Much Does Call Centre Infrastructure Cost. If a ready-made platform is enough for you, we will tell you.

When is a browser phone enough?

Not every company needs a full call centre. When the team consists of a few people and calls are to known customers, a browser phone built into the CRM is enough: click-to-call from the customer profile, with the recording and a note saved against the customer, as in Saitami ERP. This is a project measured in weeks and is at the lower end of the price range. Full infrastructure, with automatic dialling, queues, IVR, a dashboard and quality reports, makes sense for outbound campaigns, teams of dozens of operators, or a client contract that requires response deadlines and recordings. We tell you which of the two you need in the first conversation, after hearing how many calls you handle each day and what you do with them.