CommunicationsContact Center
Contact center with ACD queues, IVR, recording, live dashboards and chat for banks, hospitals, logistics and customer service teams.
What we usually find on site
Customers call and nobody picks up, or they get transferred three times. Managers cannot say how many calls were missed today, how long people waited or how many each agent handled. Meanwhile another group of customers is messaging on Facebook and WhatsApp with nobody tracking it properly.
More than phones
A contact center routes each call to an available agent with the right skills (ACD and skill-based routing). Callers who choose Thai reach Thai-speaking agents; VIP cardholders reach the senior team. People waiting hear their queue position or press a key for a callback instead of holding.
Measure everything
Real-time dashboards show calls in queue, wait time, abandonment rate, service level and agent status. Daily and monthly reports drive shift planning. In Laos, volumes tend to spike after long holidays and at the start of the month; the data lets you staff up ahead of time.
Omnichannel
Many platforms bring webchat and messaging such as Facebook Messenger or WhatsApp into the same agent screen as voice, depending on the platform chosen and each channel's API terms. With CRM integration, the customer's record pops up the moment the call arrives.
Start small
A five-agent team can start on a call-center module of the IP-PBX you already have, then grow into workforce management and quality monitoring.
Send us one month of call records (CDR) from your current system and we will calculate how many agents you need at each time of day.
What it does
ACD & skill routing
Route each call to the best available agent.
Real-time wallboard
Queue, wait time and service level on a wall screen.
Automatic callback
Customers don't have to hold or pay for the wait.
Recording & QA
Review and score recordings for coaching.
CRM integration
Screen-pop customer records on incoming calls.
Omnichannel
Webchat and messaging in one desktop on supported platforms.
Design and rollout
- 1
Analyse call volumes, peaks and service-level targets.
- 2
Design IVR, queues, skills and business hours.
- 3
Deploy the platform (on-premises or cloud) and headsets.
- 4
Integrate CRM and messaging channels as required.
- 5
Train supervisors and agents; tune during the first two weeks after go-live.
Where it fits
- Bank and insurance customer hotlines.
- Hospital appointment and enquiry lines.
- Logistics and delivery tracking enquiries.
- ISP and utility fault-reporting lines.
Typical system sizes
Team
Fits: 5–15 agents
- Call-center module on the IP-PBX
- Queues, IVR and wallboard
- Recording and reports
Professional
Fits: 15–100 agents
- Skill-based routing and callback
- CRM integration
- Quality monitoring
Omnichannel
Fits: Voice plus chat and messaging
- Webchat and messaging channels
- Unified agent desktop
- Cross-channel reporting
Brands we supply & install
All brand names and trademarks belong to their respective owners. Mention does not imply official partnership unless explicitly stated. Products are sourced through legitimate distribution channels.
FAQ
Can agents work from home?
Yes, via softphone over VPN or a cloud platform. It needs a stable connection and a noise-cancelling headset; with ordinary earphones, customers hear the traffic and the neighbour's dog.
Can Facebook Messenger really be included?
Many platforms support it through Meta's official APIs. We confirm what the chosen platform can actually do before proposing; no promises before testing.
How many agents do we need?
It comes from call volume, average handle time and a service-level target, using Erlang C; for example, "answer 80% of calls within 20 seconds". We work it out from your current CDR data.
Related guides
Internet Redundancy with Dual ISPs: When the Fiber Gets Cut
Failover or load balancing, how to pick two providers that won't fail together, the equipment you need, and how to test failover so you know it really works.
VLAN Basics for Business: Keeping Guests, Cameras and Staff Apart
What a VLAN is, how 802.1Q tagging works, a sample VLAN/IP plan for a 100-person office, and how to migrate a live flat network without downtime.
Related solutions
Communications
IP-PBX & VoIP Phone SystemBusiness IP-PBX: extensions, trilingual IVR, call transfer, recording and internal calls between Lao and Thai branches over VPN.
Video Conferencing RoomsTeams, Zoom and Google Meet rooms that start with one tap, with cameras, mics, speakers and displays chosen for the room's size…
Public Address SystemIP or 100V paging and background music for factories, schools, hotels and sites, with zoned emergency announcements.Send us a floor plan or a few photos of the site
We’ll come back with a few questions, then a first design. The first consultation is free, in Lao, Thai or English, on WhatsApp or our Facebook page.