Building a Call Center System for a big Telecommunication company

Project overview

A leading telecommunications company in Thailand sought to develop a robust call center solution to enhance their tele sales and debt collection operations. The project aimed to deliver a scalable, high-performance system capable of handling 2,000 concurrent calls while ensuring seamless integration with existing infrastructure.

By leveraging Java Spring Boot, a microservices architecture, and the Asterisk telephony platform, the company successfully deployed a cutting-edge solution tailored to their needs. This system was built to replace the Genesis call center system, resulting in cost savings of millions of dollars annually for the client.

The challenge of project

Building a call center application capable of handling high real-time loads using open-source technologies brought many challenges to the project team.

The Finative team faced several challenges in their existing systems and workflows:

Integration with Internal Systems: Ensuring seamless integration with the client’s CRM, billing, and legacy systems required extensive customization and coordination across multiple teams.
High Performance and Real-Time Processing: Meeting the requirement of handling 2,000 concurrent calls with minimal latency demanded robust architecture design, efficient load balancing, and extensive performance optimization.
Open-Source Telephony Platform: Using Asterisk, an open-source platform, required advanced expertise to configure and optimize for high-volume enterprise use while maintaining reliability and security.

Final results

High Performance: The system successfully handled 2,000 concurrent calls with minimal latency.
Operational Efficiency: Automated telesales and debt collection processes reduced manual effort by 40%.
Improved Customer Experience: IVR and intelligent call routing minimized wait times and increased resolution rates.
Scalability: The microservices architecture enabled seamless scaling to support future growth.
Significant Cost Savings: Replacing the Genesis system saved the company millions of dollars annually.

Project Details

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