A research agency with an extensive call center approached us with a request to modernize their phone survey system. Their existing application was technologically outdated and tied to an old telephone gateway, which did not allow for the transition to their preferred new platform without losing the entire database.
Specific client need
The goal was to create a solution for the call center that:
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would be compatible with the new Daktela telephone gateway,
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would preserve the existing administrative interface and the entire administrative IT infrastructure,
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would not require changes to established processes.
For our client, we designed a completely new operator application that integrates modern technology with the client’s existing systems. We based our approach on a detailed analysis of their daily workflows, as well as the technical capabilities of the current infrastructure. We then proposed an architecture that allows seamless integration with their administrative backend without significant intervention into the already functioning systems and without the loss of any existing data.
We enabled the client to transition to the new solution without stress, downtime, or compromises — with an intuitive interface that speeds up work and reduces costs.
If you also want a modern solution for your call center, contact us at +421 910 157 410 or sales@accute.sk.
Intuitive solution for greater efficiency and lower costs
Thanks to our solution, we were able to clearly and easily transfer the client’s entire operational infrastructure and processes to a new, more user-friendly environment. Operators could continue their work without the need for retraining or complex migrations. The application interface was designed with an emphasis on intuitiveness, clarity, and usability, significantly reducing error rates and increasing the speed of processing individual calls.
The result is an intuitive interface that significantly increases work efficiency, also thanks to new, easily implementable functionalities that were not available in the original solution, such as:
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automatic dialing after a call ends,
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monitoring breaks and operator performance,
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automatic login/logout based on status,
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automatic tagging of survey results from calls,
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the possibility of direct interaction with web questionnaires.
With this solution, the client not only transitioned to a new platform without disrupting operations but also reduced costs and gained greater control over team performance. The entire transition was carried out in full cooperation with the client’s internal IT and operational teams, which allowed us to ensure smooth deployment without downtime or limitations for the operators. Savings were mainly achieved by eliminating dependence on outdated systems and the costly maintenance of an inflexible telephone gateway.
The advantage of our new solution lies not only in its seamless implementation but also in its ability to adapt to the client’s future needs. The proposed system architecture was built with continuous development and scalability in mind, meaning it is prepared to handle increased demands and data volume as the organization grows. The system is flexible and allows for easy expansion, which means that, if necessary, we can add new functionalities such as advanced analytical tools, integrations with external applications, or adaptations for new types of surveys and analyses.
The project confirmed that modern solutions can be successfully integrated into a stable environment without compromises. Interventions into existing processes were minimal — everything was designed so that the new call center solution adapted to the client, not the other way around. This approach ensured a smooth transition without any negative impact on the daily functioning of the team or the results of their work.
It also showed that even in an environment with stable processes and infrastructure, it is possible to implement modern solutions that bring significant improvements in efficiency and flexibility. Our application not only met the client’s technological requirements but also allowed operators to work in an environment that is simpler, faster, and more intuitive. In this way, we achieved not only a technical overhaul of the system but also improved working comfort and reduced errors, ultimately contributing to better performance across the entire call center.