Contact Center Communication Upgrade
Demonstration project. This is sample content created to illustrate the type of work CYBRO delivers. Replace with real case studies once published (with client permission).
Project overview
A support centre's ageing analogue PBX offered no queueing logic, no recording and no reporting on abandoned calls — a black box between the business and its most impatient customers.
CYBRO designed a modern IP telephony environment with skill-based routing, interactive voice menus, call recording, real-time dashboards and CRM screen integration, then managed the cutover around business hours.
Project scope
- Call-flow and volume assessment with hunt-group design
- IP telephony deployment with managed handsets and soft clients
- IVR menus, skill-based queues and priority routing
- Call recording with retention and access policy
- Live dashboards and historical performance reporting
- Cutover plan with rollback path and staff coaching
Technologies & approach
Outcomes
Organised call flow
Callers reached the right team on the first attempt.
Visible performance
Volume, wait time and abandonment tracked in real time.
Quality follow-ups
Recording and playback enabled structured quality review.
No-mess cutover
Numbers ported without a single lost business day.
Ready to move your technology forward?
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