One Contact Center Platform is the contact centre platform built inside our group: a CRM and an Asterisk phone system developed together, not integrated afterwards. The agent answers, sees the history and logs the outcome on the same screen, because it is the same system.
Most operations run the phone system on one side and the CRM on the other, joined by an integration that breaks every time either is updated. In OCCP the call and the customer record are the same object: there is no integration to maintain.
Queues by skill and priority, attendant menus, progressive or predictive dialling for outbound campaigns, remote extensions and IP trunks. Built on Asterisk, the industry standard, with no per-extension charge.
Customer record with the full history of calls, messages and outcomes, one-click disposition codes and per-campaign scripts. Designed to be filled in during the call, not afterwards.
A dashboard with the state of every agent and every queue in real time, listen and whisper on live calls, and alerts when a queue drifts past its thresholds. Supervisors step in while it happens, not the next day.
Service level, wait and talk times, agent occupancy, campaign results and no-contact reasons. Recording with search and quality evaluation forms.
Disposition codes, scripts, dialling rules, reports and integrations with your systems are configured around the way you work. And when a deeper change is needed, the request goes to the group team that develops the platform, not to a vendor support desk in another country.
Sample screen showing what day-to-day operation looks like. Not client data.
Because in contact centres the differences live in the detail of each operation: how outcomes are coded, when a callback fires, what the agent sees on answer. With a closed product those differences end up handled in parallel spreadsheets. Being built inside the group, a request reaches the team that builds it. We will not promise everything lands in the next release, but there is someone on the other side who hears it, which is considerably more than you get from a vendor whose priorities you do not influence.
By implementation and support, with the sizing agreed up front. There is no per-agent fee climbing without a ceiling every time the operation adds people, which is what usually breaks the budget of a growing contact centre.
Yes, it is one of the things we do most: ERP, in-house systems, customer databases, collections platforms. The platform exposes its API and we have direct access to the people who develop it, so the integration gets solved from whichever side is simpler.
From a handful of seats upwards. For two or three people answering calls, a well-configured phone system is probably enough, and we do that too. OCCP starts paying off once there are campaigns, shifts, supervision and a need to measure.
We arrange a demonstration on a sample operation and, if it makes sense, an assessment of yours to see what would need adapting.
