Case study
Contact center modernization on Asterisk/Issabel
A contact center moved from a legacy PBX to CONVERSA on Asterisk and Issabel, gaining skills-based routing, CRM screen pop-ups, searchable recordings and live wallboards.
- Service level after cutover
- Pending
- Change in abandonment rate
- Pending
- Licensing cost avoided
- Pending
The challenge
The existing PBX had limited queue logic, expensive licensing for new seats, no integration with customer records and only end-of-day reports. Supervisors could not react to queue spikes as they happened.
The solution
INTELLIA designed a new telephony architecture on Asterisk and Issabel, connected SIP trunks from the carrier, built the CONVERSA agent desktop with CRM look-ups and WebRTC softphones, and added real-time wallboards and quality scorecards.
Implementation timeline
2 weeks
Design
Call flows, queues and carrier connectivity designed.
4 weeks
Build
Servers, IVR, agent desktop and CRM integration.
2 weeks
Pilot and cutover
Pilot team, then full cutover over a weekend.
Results
Metric pending
Service level after cutover
Metric pending
Change in abandonment rate
Metric pending
Licensing cost avoided
Tech stack
How we built it
Asterisk handles call control; Issabel provides administration; CONVERSA sits on top through the Asterisk Manager Interface, driving agent state, screen pop-ups and real-time statistics. Recordings are indexed by call metadata for search.
Hardening the platform
Telephony servers face constant scanning on the public internet. We restricted SIP to carrier IPs, enabled fail2ban, separated management networks and monitored registration failures.
Read contact-center metrics that matter.
Draft case study; client details and results pending approval.
Related case studies
- Result pending · SLA compliance after rolloutResult pending · Reduction in duplicate tickets
telecom-and-contact-centers · TODO_REAL_VALUE
Omnichannel support desk rollout
A service company replaced separate mailboxes, phones and chat tools with CX Hub, giving every request a ticket, an owner and an SLA.
Draft — awaiting client approval - Result pending · Deployment durationResult pending · Downtime per release
cross-industry · Pakistan
Zero-downtime Next.js deployments on Azure DevOps
A CI/CD pipeline on Azure DevOps with a self-hosted agent that builds, tests and deploys Next.js applications to private servers with health checks and instant rollback.
Draft — awaiting client approval - Result pending · Share of conversations resolved by the botResult pending · Change in median first response time
retail-and-ecommerce · TODO_REAL_VALUE
WhatsApp automation for customer engagement
A retail business moved customer conversations from staff phones to the official WhatsApp Business Platform, adding a shared inbox, bots for order questions and opt-in notifications.
Draft — awaiting client approval
Have a project in mind?
Tell us what you are trying to achieve. A solution architect will reply within one business day with next steps — not a sales script.