Creating an Effective Call Center for a Government body in Oman

Year of implementation: 2024

Client: Government body in Oman

Central and local authorities-authorities Contact centers-contactcenters

Client info

Our customer is a government agency established by Royal Decree in the Sultanate of Oman. The main task of it is to support and develop small and medium-sized businesses, as well as craft industries.

Key features

Telephony

Implemented services

Asterisk telephony setup
Support
Management consulting

Screenshots

Solution scheme

Solution scheme

Supervisor panel. Call center dashboard

Supervisor panel. Call center dashboard

Case details

Challenge

To achieve its mission, the body needed an efficient communication system that would allow them to quickly respond to entrepreneurs’ requests and solve their problems.

Tasks we handled:

  • Build a modern call center integrated with CRM
  • Ensure reliable telephony within strict network restrictions
  • Set up automation and quality control
  • Train local staff on how to use the system
Solution
We proposed a solution based on the following technologies:

  • Avaya + FreePBX — selected as the core telephony system, considering the existing IT infrastructure of government agencies. Avaya ensures reliability, scalability, and compliance with security requirements. FreePBX was used as an intermediate layer for flexible integration with Bitrix24.
  • Bitrix24 — a cloud or on-premise platform combining CRM, chat, calls, calendar, and other tools for managing communications. Integration with telephony allowed operators to work within a single window: receive calls, log inquiries, create tasks, and monitor execution.

  • Softfone24 — a browser-based softphone that allows working with calls without installing additional apps. Everything in one window — calls, chat, CRM.

The integration took place within a closed network environment, which required careful configuration of routes, certificates, and security rules. Despite these challenges, we completed the project on time.
How It Works

The project was implemented together with our partner from India. Our colleagues traveled to Oman to perform local settings and training. We provided remote support, organized online meetings, and technical assistance.

Call center workflow now looks like that:

  1. A call comes in through Avaya

  2. It is redirected via FreePBX to Bitrix24

  3. In Bitrix24, the system identifies the caller and opens the client card

  4. The operator receives all available information about the client and conversation history

  5. After the call, a task or event is automatically created in the CRM

We also implemented call analytics, voicemail, queue distribution, call recording, and customer satisfaction tracking.

Results

Creating a call center on the basis of Avaya, FreePBX, and Bitrix24 allowed the body to:

  • Respond promptly to requests from entrepreneurs and craftsmen.
  • Automate processes for logging inquiries, assigning responsible persons, and monitoring execution.
  • Improve service quality through CRM analytics and call recording.
  • Enhance internal communication between employees using messenger and a unified information system.
  • Ensure transparency in customer interactions with full audit trails.

Thanks to the new system, the government body increased its operational efficiency and strengthened trust.


If you need to build an effective communication system or implement a CRM under restricted access conditions — we are ready to help!

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