Elevators · 2024
LiftexPro - ERP for elevator companies
A SaaS ERP system for elevator companies — from inspection scheduling and building management to a mobile app for technicians and automated invoicing.
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Call center · 2024
Elite Call Center: SIP, CRM and ERP infrastructure
Complete call center infrastructure built from the ground up — Vicidial + A1SIP for VoIP telephony, call recording, custom CRM with live monitoring, ERP for operations management, and a B2B website.
- Client
- Elite Call Center
- Timeline
- 6 months
- Service
- Custom ERP development
elitecall.center
SIP + CRM + ERP from the ground up
More than just a website — we built the entire technical infrastructure: Vicidial with an A1SIP trunk, call recording, a custom CRM with live monitoring and an ERP system for managing operations.
What we built
5 interconnected systems working as one — from the SIP line to the ERP dashboard.
SIP infrastructure
VoIP telephony with Vicidial + A1SIP trunk and provider failover.
Call recording
Automatic recording of every call with encrypted storage. Search by date, operator or customer. GDPR-compliant with automatic deletion.
CRM platform
Custom CRM with a complete history of every customer — calls, emails, tickets, and recordings. Real-time dashboard for managers with live operator monitoring.
ERP System
Integrated ERP for project management, invoicing, operator payroll, shift scheduling, and KPI tracking. AI-powered call quality scoring.
Website & SEO
B2B corporate website with lead generation forms, Telegram notifications for new inquiries, and an SEO strategy targeting "outsourced call center".
Call architecture
The journey of a call — from the SIP trunk to AI analysis.
- Incoming call
- SIP Trunk (A1SIP)
- Vicidial / Asterisk
- Operator + CRM
- Recording + AI analysis
- ERP Dashboard
Vicidial + A1SIP
Enterprise-grade dialer with full SIP integration. We configured Vicidial with an A1SIP trunk for reliable VoIP telephony with failover, codec negotiation and SRTP encryption.
- Predictive dialer for outbound campaigns
- Automatic inbound call distribution (ACD)
- Multi-level IVR menus
- Real-time wallboard for supervisors
- Whisper, barge-in and silent monitoring
- Blended inbound/outbound for maximum efficiency
- DNC list management and compliance
- Callback scheduling and retry logic
SIP Stack
Application
Vicidial, Custom CRM, Agent UI
Middleware
Asterisk PBX, AGI Scripts, AMI
Transport
SIP/TLS, SRTP, WebRTC
Trunk
A1SIP Primary + Backup Trunk
Storage
Call Recordings, CDR, Analytics
ERP modules
Custom ERP system developed specifically for managing call center operations.
HR & Scheduling
Manage operators, shifts and leave. Automatically generate schedules based on workload.
Invoicing
Automatically invoice clients by the minute, per call or at a fixed price. Export for accounting.
KPI & Reporting
AHT, FCR, CSAT, NPS — all metrics in real time. Weekly and monthly client reports.
AI Quality Scoring
AI analysis of recordings — sentiment detection, compliance checks and automated operator scoring.
Compliance & GDPR
Full GDPR compliance — encrypted recordings, consent management and automatic deletion.
Integrations
API integration with clients' CRM systems, Telegram notifications and webhooks for real-time data.
About the project
Elite Call Center is more than just a website — it is a complete technical infrastructure for a professional call centre, built from the ground up.
The SIP infrastructure is based on Vicidial with an A1SIP trunk for VoIP lines. We configured provider failover, SRTP encryption and codec negotiation. Asterisk PBX handles IVR menus, ACD routing and predictive dialing.
The call recording system records every conversation with encrypted storage and GDPR-compliant automatic deletion. The AI module analyses recordings for sentiment detection, compliance checks and automated quality scoring of operators.
The custom CRM platform provides a complete history of every customer — calls, emails, tickets and recordings. A real-time dashboard allows managers to monitor operators live with whisper, barge-in and silent monitoring.
The ERP system manages HR, shift schedules, payroll, invoicing and KPI tracking. The B2B website generates qualified leads with Telegram notifications for rapid response.
Screens
elitecall.center
ERP and CRM systems
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