Customer support center
An in-house support team needed a proper contact-center platform with queues, recording, and reporting — configured for compliant inbound and consent-based follow-ups.
Dozens
Agents supported
Real-time
Queue visibility
Configured
Compliance guardrails
The challenge
The team had outgrown a basic phone setup. Supervisors had no real-time queue visibility, calls were not consistently recorded, and any outbound follow-ups needed to stay firmly within consent and do-not-call rules.
Our approach
- 01Deployed a Vicidial platform on Asterisk with inbound queues and blended agents.
- 02Configured call recording with appropriate notices and manager dashboards for live queue visibility.
- 03Set up do-not-call handling and calling-hour restrictions so consent-based outbound follow-ups stay compliant.
- 04Delivered agent and supervisor training and a documented handover.
The outcome
Supervisors get real-time visibility, calls are recorded for quality, and the team runs both inbound support and compliant follow-ups from one platform with the guardrails to stay within the rules.
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