Custom contact center
An omnichannel cloud contact center, designed around your operation
We design and deploy your customer service in one place: calls, chat, messaging and video, with routing, supervision and outbound dialing on top of our SIP trunks or your Cloud PBX.
Benefits
Every conversation in one inbox
Your agents see the full customer history, whichever channel the customer used.
Carrier-grade voice, not a reseller
Voice runs on the Hablame network, a telecom public service company, with no middlemen.
Built for your processes
We define channels, rules and CRM integrations with you before committing to scope and timelines.
What’s included
Omnichannel unified inbox
We build a single inbox where your agents handle calls, chat, WhatsApp, SMS and email with one customer history.
Per-customer history
Conversations from every channel on a single record.
Tags and statuses
Classify cases and track them to resolution.
Canned responses
Approved templates for fast, consistent replies.
CRM connection
Customer data flows between the inbox and your systems.
Each conversation is tied to the customer record, with prior interactions and status. Agents never switch screens to reply on another channel.
Third-party channels are connected according to your account eligibility on each platform.
WhatsApp, Instagram, Messenger and other third-party channels are subject to each platform’s policies, eligibility and availability. Scope is assessed for each project.
Website chat and chatbot
We can build a chat widget for your website, with a chatbot that handles common requests and hands off to an agent when needed.
The widget carries your brand and lands in the same agent inbox. The chatbot can collect details, query your systems and prepare the case before handoff.
Branded widget
Colors, greetings and hours set by you.
First-line chatbot
Answers FAQs and collects information.
Agent handoff
The conversation reaches the agent with full context.
Custom solution: scope, channels and integrations are assessed for each project.
WebRTC video support
We design browser-based video support sessions your customers join without installing anything.
It fits advisory sessions, visual checks, guided technical support, and healthcare or insurance service. Sessions tie into the inbox and the customer record.
Browser-based
Customers join from a link, on desktop or mobile.
Screen sharing
Useful for guided procedures and tech support.
Scheduled sessions
Links sent by SMS, WhatsApp or email.
Session recording, if needed, is set up under your data-protection policy (Colombian Law 1581 of 2012). Assessed for each project.
Smart agent routing
We set up rules so every call or chat reaches the agent or team best placed to resolve it.
Routing can use channel, language, agent skills, customer tier or IVR choices. Queues are distributed according to your hours and operation.
Skills-based
Each case goes to someone who can solve it.
Queues and priorities
Priority or urgent customers first, if you choose.
Overflow and hours
Rules for after-hours and peak demand.
IVR menus
Keypad or voice options before reaching an agent.
Custom solution: scope, channels and integrations are assessed for each project.
Contact center supervision and reporting
Your supervisors see live operations and get reports to improve service.
We design dashboards with queues, wait times, logged-in agents and open cases. Depending on the project, we add call recording, quality management and workforce planning.
Live dashboard
Queues, wait times and agent status.
Listen and coach
Supervisors can listen in or assist on a call.
Historical reports
Service by channel, agent and reason.
QM and WFM
Quality evaluation and shift planning, if your operation needs them.
Custom solution: scope, channels and integrations are assessed for each project.
Outbound dialer
We deploy outbound dialing for sales, reminders or collections, with recipient consent.
Dialing modes
Preview, progressive or predictive.
Lists and retries
Retry rules and suppression of opted-out contacts.
Permitted hours
Campaigns only dial within the windows you set and the law allows.
Together we choose the dialing mode (preview, progressive or predictive) for your operation. The dialer runs over our trunks and logs the outcome of each attempt.
Campaigns respect recipient consent and the contact hours and frequency required by Colombian Law 2300 of 2023.
Every outbound campaign requires recipient consent (Colombian Law 2300 of 2023). Assessed for each project.
Step by step
How it works
We map your operation
We review your channels, volumes, hours, teams and existing systems.
We design the solution
We define service flows, routing rules, integrations and reports.
We connect voice and channels
We integrate our SIP trunks or Cloud PBX and the digital channels you choose.
Pilot and go-live
We pilot with a group of agents, fine-tune and roll out to the whole operation.
By profile
Who it’s for
Mid-sized company
Bring your team’s customer service into one tool and stop losing conversations across channels.
Enterprise
A contact center designed around your operation, integrated with your systems and supervised in real time.
Carrier
If you run a BPO or call center, we combine carrier voice and platform for your campaigns.
Integrator
We work with you to deliver your client’s project on Hablame voice and channels.
In practice
Use cases
Multichannel customer service
Calls, WhatsApp and web chat handled by one team, with a single history.
Consent-based early collections
Outbound dialing and messages within the hours allowed by Law 2300 of 2023.
Video consultations and appointments
Browser-based video sessions with SMS or WhatsApp reminders beforehand.
Help desk for citizens or students
Web chat with a first-line chatbot and agent handoff when the case requires it.
Industries
Pricing
Omnichannel Contact Center pricing
Pricing depends on what you need. Tell us about your case and we’ll send you a quote for your operation.
Frequently asked questions
Is this off-the-shelf software I can start using right away?
No. It is a solution we design and deploy for your operation. We first assess your channels, volumes and integrations, then propose scope and timelines.
Does it integrate with my CRM?
We design the integration with your CRM, ERP or help desk through APIs and webhooks. Scope depends on what each system supports.
Can my agents work from home?
Yes. Agents connect from a browser or softphone, given a suitable internet connection.
What about collections campaigns?
They are designed with recipient consent and within the contact hours and frequency set by Colombian Law 2300 of 2023.
Technical details
For your technical team.
- Voice
- Hablame SIP trunks or Cloud PBX
- Digital channels
- Web chat, WhatsApp, SMS, email and social, per platform
- Video
- Browser-based WebRTC
- Integration
- APIs and webhooks to CRM, ERP or help desk
- Agent access
- Browser and softphone; remote or on-site
- Personal data
- Processing under Colombian Law 1581 of 2012
Can’t find your question?
An advisor reviews your case and gets back to you.
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Tell us what you need
An advisor reviews your case and gets back to you with a proposal built around your operation.