BEFON, a company offering call center services, was facing call quality issues and unreliable support from their previous partner. They reached out to us to provide a comprehensive VoIP telephony solution that would ensure uninterrupted and high-quality operation of their call center.
We installed and managed a unified 3CX phone system that completely met BEFON's needs for outbound and internal communication.
We provided multiple voice channels for outbound calls via dialer.
We improved call quality using QoS (Quality of Service).
We reduced the rate of dropped calls.
We configured and customized the 3CX phone system according to their needs.
We offer continuous support for the maintenance and optimization of the system.
"modulus installed a unified 3CX phone system that improved our customer service and internal communication. The addition of multiple voice channels for outbound calls via dialer increased our efficiency."
G.G. BEFON
A modern call center needs a reliable and scalable phone system that can support high volumes of inbound and outbound calls, multiple agents, dialer activity, and continuous call quality monitoring. A 3CX phone system for call centers can provide centralized management, flexibility, and configuration based on the company’s operational requirements.
VoIP telephony for call centers enables calls to be managed over the internet and supports multiple simultaneous conversations. Compared with a traditional telephony infrastructure, it also provides greater flexibility in managing users, voice channels, call flows, and remote or distributed teams.
A 3CX phone system is a business communications platform that enables centralized management of calls, users, extensions, and telephony features. It can be configured around the specific needs of a call center, supporting outbound calling, internal communication, user groups, and integrations with external systems.
Yes. 3CX can operate as part of an outbound calling infrastructure when connected to a dialer, the appropriate voice channels, and a properly configured VoIP service. This allows agents to manage a high number of outbound calls in a more organized and efficient way.
Voice channels determine how many phone calls can take place at the same time. A call center with significant outbound activity needs enough VoIP channels for simultaneous calls to allow agents and dialer systems to operate without capacity limitations or repeatedly encountering busy lines.
VoIP call quality depends on factors such as internet connectivity, network infrastructure, available bandwidth, routing, and phone system configuration. QoS settings, proper traffic management, and ongoing network monitoring can help deliver clearer and more stable calls.
Quality of Service, or QoS, is a network configuration that prioritizes voice traffic over other types of data. Properly implemented QoS for VoIP calls can reduce latency, interruptions, jitter, and audio quality issues, particularly in environments with heavy network traffic.
Dropped calls can be caused by unstable internet connectivity, insufficient bandwidth, incorrect network settings, routing issues, or compatibility problems between systems. Identifying the cause usually requires an assessment of both the telephony platform and the wider network infrastructure.
Yes. A properly designed VoIP solution for call centers, combined with suitable network configuration and ongoing technical monitoring, can improve call stability and significantly reduce unwanted disconnections.
Yes. A unified 3CX phone system can support both outbound calls made by agents and internal communication between employees and departments. This allows the call center to manage its entire telephony environment through one centralized platform.
Yes. A 3CX system can be expanded to support additional users, more voice channels, and higher call volumes. The exact configuration depends on the 3CX license, network capacity, infrastructure, and the operational requirements of the call center.
Telephony is a critical part of a call center’s daily operations. Continuous technical support for 3CX and VoIP systems helps resolve issues quickly, monitor call quality, maintain system stability, and continuously optimize the telephony infrastructure.
Yes. A 3CX and VoIP solution can be customized according to the number of agents, daily call volume, dialer requirements, required voice channels, and existing network infrastructure. This creates a phone system aligned with the call center’s actual operational needs.
