Call center infrastructure in Velingrad
Call centre infrastructure for companies with operators: SIP telephony, automatic dialling, call recording, CRM and a live dashboard, built as one system that belongs to you.
Call centre infrastructure is the system where the operators of a Bulgarian company talk, record and report: SIP telephony, inbound and outbound calls, automated dialling with a script, recording every customer call in the CRM, and a live dashboard for the supervisor. We include the price in the quote after a demo with Your queues because it depends on the number of operators, channels and reports, while phone lines are paid to the telecom operator; we built Elite Call Center in six months, while a browser phone connected to an existing CRM can be up and running in weeks. The Contact Centre solution opens now, without registration, with calls, email, chat, Viber and Facebook in one list.
We work from Sofia with clients across Bulgaria: remotely, and on site when the project requires it.
Call center infrastructure in Velingrad: the price depends on the scope, which we set out in the proposal.
What you get
- Telephony over a SIP line
Inbound and outbound calls over your operator's SIP line, with a backup provider in case of an outage, as in Elite Call Center running on an A1 line.
- Automatic dialling with a script
The system dials the next number on the list, gives the operator a branching script and records the outcome. Inbound and outbound calls are handled by one team.
- A recording of every call in the customer's record
The recording is stored in the customer's CRM record, with role-based permissions and a GDPR-compliant retention period. AI assesses call quality, as in Elite Call Center.
- Live supervisor dashboard
Queues, callers waiting, available operators and response deadlines on one screen. Live listening, prompts and the ability to join the call.
- All channels in one list
Phone, email, chat, Viber, WhatsApp and Facebook with a shared history and tickets with deadlines, as in the Contact Centre solution.
- The system is yours
The code, recordings, customer database and reports are handed over with the project. Operators work from the office or from home through a browser.
How we work
- 1You describe your call center
How many agents, inbound or outbound calls, what scenarios, and which systems do you work with today.
- 2Questions about lines and channels
We ask about the numbers, operator, CRM system, channels and reports the supervisor needs, and give you an indicative price.
- 3Demo with your queues
We show the agent screen, script and dashboard with your scenarios before the proposal.
- 4Written proposal
Components, connections, exact price, timeline and what remains with the phone operator.
- 5Connection and go-live
We connect the lines, migrate customers and lists, train agents and supervisors, and roll out in stages without interrupting operations.
- 6Monitoring and support
We monitor the lines and recordings during the first few weeks; after that, support is optional.
Questions and answers
Call center infrastructure in Velingrad: how much does it cost?
Call center infrastructure in Velingrad: the price depends on the scope, which we set out in the proposal.
Call center infrastructure in Velingrad: how long does it take?
It depends on the scope, which we set out in the proposal.
Who owns the code, recordings and customer database?
Yours. The code, call recordings, customer database and reports are handed over with the project and remain on your server or on a server rented for you. There is no per-operator fee and no licence fee.
Call center infrastructure in Velingrad: what happens after launch?
If you wish, we can maintain the project for €100-€350 per month. We specify what maintenance includes in the quote.
Can it be connected to my CRM system and phone carrier without changing my numbers?
Yes. The numbers remain with your carrier and are forwarded to a SIP line when everything is ready and you approve it, so the old system keeps working until the last day. For Elite Call Center, we connected an A1 line to Vicidial and a CRM that stores every call recording; in Saitami ERP, the phone is built directly into the customer profile.
What is the pricing model: a monthly fee, a price per call or per minute?
The development is a one-off cost included in the quote. Minutes and numbers are paid to the phone carrier at its rates, while support from us is an optional monthly line item. We do not charge per call and do not require minimum volumes.
Do you provide an inbound call centre with your own operators, 24/7?
No, we build the system; the operators are yours. For a small volume, such as a few service alerts per day, we offer a Voice Agent that answers around the clock, follows a script and forwards urgent cases to your on-duty employee.
Do you provide call recording, reports and escalation to one of our employees?
Yes. Every call is recorded against the customer, queue, quality and sales reports are available in the dashboard, and escalation follows rules: by keyword, by status or with a single click by the operator, to an employee, team or Telegram notification.
Can operators work from home?
Yes. They talk through the browser using headsets, while recordings, scripts and history remain in the system. The supervisor sees them on the dashboard in the same way.
How long does it take to launch, and is there a pilot period?
A browser-based phone integrated with an existing CRM can be up and running in a few weeks; a full call center with autodialling, recordings and a dashboard, such as Elite Call Center, took six months. Instead of a pilot period, we create a demo with your scenarios before the proposal and roll it out in stages, starting with one team.
