VoIP for sales team
Queues, call recordings, and manager analytics.
Selected work
Different challenges. Considered solutions.
ECHOLINE
A more human contact centre
A contact-centre interface concept with a live queue, agent availability and customer context during every call. Routing considers language, inquiry type and team capacity.
Inside the solution
- Queues, IVR and skill-based routing
- CRM context during the conversation
- Access-controlled call recordings
- Asterisk
- SIP
- CRM API
NORTHLINE
A dispatch desk that connects the dots
A telephony concept for logistics operations. Calls connect to orders and routes, urgent inquiries reach the right group, and shift handovers retain the full conversation context.
Inside the solution
- Order and route-linked conversations
- Escalation rules for urgent inquiries
- Shared context across dispatch shifts
- VoIP
- Dispatch API
- Event log
CONCIERGE
Considered service from the first call
A hospitality communications concept bringing calls, reservations and guest preferences into one workspace. Location-aware routing supports a consistent multilingual service journey.
Inside the solution
- Location numbers and multilingual IVR
- Reservation context during calls
- Reception-to-service team handoffs
- SIP trunks
- PMS integration
- Call routing
Original concepts for fictional brands, illustrating our approach to design and implementation.
- Industry
- Contact centres · Logistics · Hospitality
Challenge
A call should reach the right person with its context intact. Queues, shift changes and multiple locations make routing design just as important as the interface itself.
Solution
The concepts connect telephony with CRM, orders or reservations. Queues, language flows, transfers and recording access are part of the design. Network readiness, provider capabilities and data retention are assessed for each implementation.
Results
The collection illustrates possible interfaces and workflows; call metrics shown in the mockups are demonstration data. A real telephony setup is designed around the team, expected load and service processes.
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