SIP + CRM + ERP
from scratch
Full call center infrastructure from scratch — Vicidial + A1SIP for VoIP telephony, call recording, custom CRM with live monitoring, ERP for operations management, and B2B website.
Not just a website — we built the entire technical infrastructure: Vicidial with A1SIP trunk for thousands of lines, call recording, custom CRM with live monitoring, and ERP system for operations management.
What We Built
5 interconnected systems working as one organism — from the SIP line to the ERP dashboard.
SIP Infrastructure
VoIP telephony with Vicidial + A1SIP trunk — thousands of concurrent lines with crystal quality. Failover between providers for 99.9% uptime.
Call Recording
Automatic recording of 100% of calls with encrypted storage. Search by date, operator, client. GDPR-compliant with automatic deletion.
CRM Platform
Custom CRM with full client history — calls, emails, tickets, 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-based call quality scoring.
Website & SEO
B2B corporate website with lead generation forms, Telegram notifications for new inquiries, and SEO strategy targeting "outsourcing call center".
Call Flow Architecture
The journey of a call — from SIP trunk to AI analysis.
Vicidial + A1SIP
Enterprise-grade dialer with full SIP integration. We configured Vicidial with A1SIP trunk for reliable VoIP telephony with failover, codec negotiation, and SRTP encryption.
SIP Stack
ERP Modules
Custom ERP system specifically designed for call center operations management.
HR & Scheduling
Operator management, shifts, leaves. Automatic schedule generation based on workload.
Invoicing
Auto-invoicing clients by minutes, calls, or fixed price. Export for accounting.
KPI & Reporting
AHT, FCR, CSAT, NPS — all metrics in real-time. Weekly and monthly reports for clients.
AI Quality Scoring
AI analysis of recordings — sentiment detection, compliance check, automatic operator scoring.
Compliance & GDPR
Full GDPR compliance — encrypted recordings, consent management, automatic deletion.
Integrations
API integration with client CRM systems, Telegram notifications, webhooks for real-time data.
Case Studies
Telecom Company
500+ daily calls with 40% lost. No internal capacity, losing customers.
15 trained operators, 24/7 coverage, Vicidial with ACD for intelligent routing, CRM integration for full client history.
E-commerce Platform
New online store with 200+ daily orders. Need for customer support + outbound calls for order confirmation.
Blended team: inbound for support + outbound for confirmation. Predictive dialer for follow-up campaigns. Recording every call for quality assurance.
Results
50+
concurrent operators
99.9%
SIP uptime
-92%
reduced lost calls