How We Built Call Center Infrastructure from Scratch
The full story of how we transformed a small 5-operator company into a modern call center with 40+ seats, VoIP integration, and real-time analytics.
The Challenge
Elite Contact Solutions is a Bulgarian company providing outsourced customer service. When they approached us, they were working with an outdated analog phone system, manually logging calls in Excel spreadsheets, and had zero visibility into operator performance.
Their main problems were:
- No centralized call management system — each operator used their personal phone
- Inability to track KPI metrics like average response time, missed call rate, and customer satisfaction
- No integration between the phone system and CRM software, leading to data duplication
- Scaling was impossible — every new operator required manual configuration of dozens of settings
- Customers waited an average of 4 minutes before being connected to an operator
The company wanted to win a major new client — an international e-commerce platform — but the requirements were clear: modern infrastructure with SLA guarantees, call recording, real-time dashboards, and the ability to quickly scale to 50 operators.
We had 8 weeks to build everything from scratch. The challenge was not just technical — we needed to train the entire team on the new system and migrate data without interrupting current operations.
Our Solution
We designed and implemented a comprehensive call center platform based on modern cloud-native technologies. The architecture included several key components:
VoIP System with Asterisk + WebRTC
We built VoIP infrastructure based on Asterisk PBX, configured with WebRTC for browser-based calls. Operators no longer needed physical phones — they logged into the web app, put on headsets, and were ready to work. We configured IVR menus in 3 languages (Bulgarian, English, German), intelligent load-based routing, and automatic callback for long wait times.
Custom CRM Module
We developed a CRM system with .NET and PostgreSQL, directly integrated with the VoIP infrastructure. On incoming calls, the customer card automatically loaded with full communication history. Operators saw previous tickets, orders, and notes — without switching between different applications.
Real-time Dashboard & Analytics
We created a manager dashboard with Next.js and WebSocket connections for real-time data. Supervisors could see live: how many operators were available, calls in queue, average response time for the last hour, and each operator's performance.
Technology Stack
Backend: C# .NET 8, Entity Framework, PostgreSQL
Frontend: Next.js 14, React, TypeScript, Tailwind CSS
VoIP: Asterisk PBX, WebRTC, SIP trunking
Infrastructure: Docker, Nginx, Let's Encrypt
The entire ERP system was designed with future scaling in mind. Adding a new operator took under 5 minutes.
Results
After implementation, average response time dropped from 4 minutes to 52 seconds. Missed call rate fell from 23% to 8%. The company successfully won the international client and doubled their team within 3 months.
"Saitami didn't just give us software — they understood our business and built a solution that grows with us. In 8 weeks we went from chaos to a world-class system. Our new international client was impressed from the very first demo."
Dimitar Stanev, CEO of Elite Contact Solutions
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