Omnichannel Call Center Platform
Deployment of critical infrastructure for high-volume support operations. Configuration and stabilization of IP plants, SIP trunks, and E1 links secured via robust global VPN tunnels.
The Problem
The operational expansion of a BPO/Call Center required rapidly integrating new physical sites and remote agents into a unified telephone system, which was already experiencing saturation, intermittency, and poor voice quality (jitter and latency), severely threatening the SLA with corporate clients.
The Solution
Installation and sizing of Asterisk-based PBXs. I segmented voice and data traffic by isolating communication through specific VLANs and IPSec VPN tunnels on enterprise-class perimeter Firewalls. SIP Trunks were negotiated and configured, in addition to handling the legacy integration of bidirectional E1 links.
Key Results
Transactional capacity without audio degradation.
Immediate integration of secure remote VoIP stations.
Tech Stack
Case Study
Corporate Telephony Infrastructure
The Challenge
System Saturation
Telephone system saturated with intermittency and voice quality failures (jitter and latency).
Rapid Expansion
Need to integrate new physical locations and remote agents quickly without degrading quality.
The Architectural Solution
Asterisk PBX
Installation and sizing of Asterisk-based PBXs for high concurrency.
Traffic Segmentation
Isolation via specific VLANs and IPSec VPN tunnels on enterprise-class firewalls.
SIP Trunks & E1
Negotiation and configuration of SIP Trunks and legacy integration of bidirectional E1 links.
The Impact and Evidence
High Concurrency
Over 500 concurrent calls without audio degradation across all locations.
Immediate Scalability
Integration of secure remote VoIP stations at any geographic location.
Quality Control
Real-time visibility of queues and recordings for service audits.
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