Legacy TDM systems and under-provisioned SIP trunks cause call drops and MOS scores below acceptable thresholds, directly impacting CSAT and agent productivity.
Seasonal campaigns and sudden volume spikes demand infrastructure that can scale concurrent channels up or down without a forklift upgrade or carrier renegotiation.
Agents lose time toggling between phone systems and CRM screens. Lack of CTI (Computer Telephony Integration) means no screen-pop, manual logging, and missed call context.
Our engineers understand the specific demands of the call center sample sector. Let's design a solution that fits your scale, budget, and compliance requirements.
Regulatory requirements for call archival, consent announcements, and PCI-DSS compliance demand a recording architecture that is always-on and tamper-proof.
For 200 seats, we typically deploy Grandstream UCM6510 or Yeastar K2 in an active-passive HA cluster. Both support up to 2,000 concurrent registrations, built-in call recording, IVR, and native CRM integration via REST API. The UCM6510 is our most cost-effective option for SMB BPOs; the Yeastar K2 suits enterprise clients needing LDAP sync and advanced reporting.
Using the Erlang B formula with 200 agents at 60% occupancy and a 1% blocking rate, you need approximately 130 concurrent SIP channels. We recommend provisioning 150 channels (25% headroom) with a secondary trunk provider as failover. Our engineers will run a proper traffic analysis on your CDRs before recommending trunk counts.
Yes. Grandstream UCM and Yeastar systems both offer REST API and TAPI/CSTA interfaces. We integrate with Zoho CRM, Salesforce, HubSpot, Freshdesk, and Zendesk — delivering screen-pop, click-to-dial, and automatic call logging. Custom integrations are built on a project basis.
Voice RTP must be on a dedicated VLAN with DSCP EF marking (46) enforced at the access switch port. All uplinks need strict priority queuing for the voice VLAN. We also recommend a bandwidth guarantee of 87 kbps per concurrent G.711 call plus 20% headroom. Our team handles the full QoS policy push as part of every installation.