Enterprise Call Centre Industry Solutions by CelloIP
CelloIP builds custom contact centre platforms with ACD, predictive diallers, WebRTC agent softphones, real-time supervisor dashboards, CRM integration, and omnichannel communication on Asterisk and FreeSWITCH. Save 60–65% vs Genesys or NICE CXone per-seat licensing.
Open-source call centre vs Genesys?
Genesys charges $100–300+ per seat per month. Open-source platforms on Asterisk or FreeSWITCH eliminate per-seat licensing. CelloIP delivers enterprise features at a fraction of vendor cost.
How does predictive dialling work?
Predictive diallers rapidly call lead lists, detect voicemail and busy signals, and route only live-answer calls to agents — eliminating dead time and improving agent productivity.
Call Centre Platform
Built Without Per-Seat Fees
Enterprise contact centre features — ACD, predictive dialler, WebRTC softphone, supervisor dashboards, omnichannel — on open-source infrastructure. Save 60–65% vs Genesys or NICE CXone without sacrificing a single capability.
Technology Stack
The Cost of Commercial Contact Centres
Why BPOs and enterprises are switching to open-source infrastructure
| Platform | Genesys / NICE CXone | CelloIP Open-Source ✦ |
|---|---|---|
| Per-Seat Cost | $100–300/agent/month | Zero per-seat licensing |
| 200-Agent Centre/Month | ~$40,000/month | ~$15,000/month (managed) |
| 200-Agent Centre/Year | ~$480,000/year | ~$180,000/year |
| Customisation | Limited / vendor roadmap | Fully custom — you own the code |
| CRM Integration | Extra add-on cost | Included (Salesforce, HubSpot, Zoho) |
| Omnichannel Channels | Separate SKU per channel | Voice + Chat + Email + SMS unified |
| Data Residency | Vendor-controlled cloud | Your server, your jurisdiction |
| Vendor Lock-In | High — proprietary format | None — open standards |
| Scalability | New contract required | Instant elastic scaling |
| Typical Savings | Baseline | 60–65% lower total cost |
Platform Capabilities
Every feature you need to run a world-class contact centre
ACD & Skill-Based Routing
Intelligent queue management routes callers to the right agent based on skills, language, tier, and availability. Priority queuing for VIP callers.
Predictive Dialler
TCPA/Ofcom compliant outbound dialler. Detects voicemail, busy signals, disconnects — routes only live answers to agents. Eliminates idle time.
WebRTC Agent Softphone
Browser-based softphone — no hardware required. Agents work from any device, any location. Integrates with agent desktop for instant CRM screen pop.
Supervisor Dashboard
Real-time queue status, agent state, call metrics, and KPIs. Whisper coaching, barge-in, and silent monitoring. Updates in under 500ms.
Call Recording & QA
Automatic recording of all calls with encrypted storage. Searchable transcripts, supervisor scoring rubrics, and agent coaching workflows.
CRM Integration
Pre-built connectors for Salesforce, HubSpot, Zoho, and custom CRMs. Screen pops, call logging, and ticket creation — fully automated.
Omnichannel Routing
Unified ACD for voice, web chat, email, and SMS. Agents handle multiple channels from a single interface. Consistent customer journey across channels.
Analytics & Reporting
Historical and real-time KPI dashboards: FCR, AHT, CSAT, abandon rate, SLA compliance. Custom reports and scheduled exports.
Complete Feature Set
Everything commercial vendors charge extra for — included by default
Compliance & Regulatory Support
Built-in compliance for every major market you operate in
US / TCPA
- Do Not Call list filtering
- Abandoned call rate limits
- ATDS consent tracking
- State telemarketing laws
- FTC TSR compliance
UK / Ofcom
- Call recording disclosure
- 3% abandon rate limit
- CLI (Caller ID) accuracy
- Silent calls policy
- ICO data rules
EU / GDPR
- Lawful basis recording
- Data subject access rights
- Right to erasure workflow
- Data residency controls
- Consent management log
PCI-DSS
- Payment call muting
- Recording pause/resume
- Card data out of scope
- Audit trail logging
- PCI scope reduction
Implementation Process
From requirements to live agents in 6 structured phases
Discovery & Platform Design
Agent workflows, queue models, dialler requirements, CRM mapping, compliance rules, and KPI definitions. Architecture blueprint.
Core ACD Infrastructure
Asterisk/FreeSWITCH cluster, SIP trunk integration, queue engine, IVR builder, WebRTC softphone, and agent desktop shell.
Supervisor & Analytics
Real-time dashboard with WebSocket streaming, agent state management, whisper/barge-in, QA scoring, and historical reporting.
Dialler & Outbound Engine
Predictive/preview/progressive dialler, AMD detection, DNC filtering, pacing algorithm, TCPA/Ofcom compliance controls.
CRM & Omnichannel
Salesforce/HubSpot/Zoho connectors, screen pop, auto call logging, chat and email channel routing into unified ACD.
QA, Load Testing & Go-Live
End-to-end testing with simulated agent load, compliance audit, UAT with supervisor team, agent training, production cutover.
Why CelloIP for Call Centre Development?
Commercial platforms like Genesys and NICE CXone are powerful — but for a 200-agent centre, per-seat licensing easily hits $40,000/month. CelloIP delivers the same enterprise capabilities on open-source infrastructure at $15,000–20,000/month managed, with no vendor lock-in, full customisation freedom, and your data staying on infrastructure you control.
Frequently Asked Questions
Open-source call centre platform vs Genesys — what's the trade-off?
Genesys and NICE CXone are powerful but expensive — $100–300/agent/month means a 200-agent centre pays $480,000+ per year. Open-source platforms on Asterisk or FreeSWITCH eliminate per-seat costs entirely. CelloIP bridges the gap: enterprise ACD, predictive dialler, supervisor dashboards, and CRM integration on open-source infrastructure with full managed support — at 60–65% lower total cost.
How does predictive dialling work and how do you ensure TCPA compliance?
Predictive diallers rapidly call lead lists using algorithms to predict agent availability, then detect voicemail, busy signals, and disconnects — routing only live-answer calls to agents. TCPA compliance includes Do Not Call list filtering before each dial, abandoned call rate monitoring (3% limit), ATDS consent verification, and complete dial logs for audit. We also support Ofcom rules for UK operations.
What does the real-time supervisor dashboard show?
The dashboard streams live data via WebSocket with sub-500ms latency: per-queue metrics (waiting calls, longest wait, SLA compliance), per-agent status (available, on call, after-call work, break), call recordings in progress, real-time KPIs (AHT, FCR, CSAT), and alert thresholds. Supervisors can whisper-coach, barge into, or silently monitor any live call from the dashboard.
Which CRM systems can you integrate with?
Pre-built connectors for Salesforce, HubSpot, Zoho, Microsoft Dynamics, and ServiceNow. Integration delivers automatic screen pop (customer record opens when call connects), post-call logging (disposition, notes, duration), and ticket/case creation. All CRM connectors are built as APIs so you can swap CRM systems without rebuilding the contact centre platform.
Can you handle omnichannel — voice, chat, email, and SMS together?
Yes. Our ACD routes all channels through a unified queue engine. Voice calls, web chat sessions, email threads, and SMS conversations are all queued, skill-routed, and presented in a single agent desktop. Supervisors have one real-time dashboard covering all channels. Agents can handle multiple channels simultaneously based on their capacity settings.
How long does it take to deploy a full contact centre platform?
A basic contact centre (ACD + WebRTC softphone + supervisor dashboard) is typically ready in 8–10 weeks. Adding predictive dialler, full CRM integration, omnichannel, and QA scoring brings the timeline to 12–16 weeks. For large BPOs (500+ agents, multi-site, multiple compliance jurisdictions), allow 16–24 weeks for architecture, testing, and phased rollout.
Build Your Enterprise Contact Centre
Reduce licensing costs, own your infrastructure, and scale without vendor approval. Let's build a contact centre platform that grows with your business.