We build contact centres that win new customers and keep the existing ones loyal
We build a single communications environment — telephony, video conferencing, contact centres — with recording, analytics and AI agents. So that every call becomes part of the customer's story rather than a one-off event.
Cisco has been a Leader in the Gartner Magic Quadrant for UCaaS. The platform we build communications on has stayed among the Leaders since 2019
Webex Blog · September 2025 ↗of contact centres already run on a CCaaS platform; another 19% plan to move in 2025. The cloud is becoming the mainstream
Metrigy CX MetriCast 2025 ↗annual growth of the CCaaS market in 2025 — the highest among enterprise cloud services. By 2029 the market will reach $12.2 billion
Metrigy CCaaS Market Report 2025 ↗of the contacts that require a human agent — with AI self-service properly built into the contact centre. Cost-to-serve falls by 20%+ and CSAT does not drop
McKinsey · The contact center crossroads ↗of customers still prefer to speak to a person — even when AI promises to resolve the issue. Balancing AI and people is the central question of 2026
Metrigy CX & AI Consumer Index 2026 ↗of callers hang up after 2-4 minutes on hold. One customer in four leaves without a word — no complaint, no feedback
Sprinklr · Call Center Statistics 2025 ↗The problems clients most often bring to us
"We run Asterisk and an old PBX. It works for now, but if it goes down it will take us a week to bring it back. And none of our admins fully understands it."
"The contact centre is running, the agents are busy — and NPS is falling. Where do we look for the cause? Call recordings are unstructured and there is no analytics."
"A customer calls a second time and has to explain everything again. The message history is in one system, the calls in another, the chat in a third."
"We do have meeting rooms. Starting a call with a partner takes three phone calls to IT and a briefing on the spare microphones."
We solve business tasks — and the pains of specific people
“Every dropped call is a lost customer. I have no clear picture: where the queue sags, which agent breaks the SLA, what customers say when they call back. I firefight by complaints, not by data.”
“We run Asterisk and a legacy PBX, both over seven years old. Nobody remembers how the routing is configured any more. One more administrator leaves and we will not recover from the very first outage.”
“We talk to the team, customers and partners across ten different messengers. I cannot see where our shared memory of those conversations lives. Or where it leaks out with a departing manager.”
How we work
Assessment
We review your current telephony, contact centre and meeting rooms. We measure SLAs, failure points and queue bottlenecks. You receive a report on the weak points and priorities before any contract is signed.
Architecture
We choose the model — cloud, on-premises or hybrid — to fit your regulator's requirements, your team's geography and your existing IT infrastructure. We design the integrations with CRM, banking systems and WFM.
Deployment
We migrate in stages, without interrupting your agents' work. The contact centre and telephony are switched over on a shift-handover schedule. Training for agents and administrators is part of every project.
Support and development
Monitoring, analytics, SLAs and regular reviews. As maturity grows we add AI agents for routine requests and extend WFM and call recording with automatic tagging.
Areas of expertise
Corporate telephony
Cisco Unified Communications Manager (on-prem), Cisco Webex Calling (cloud), Expressway, Unity Connection. Migrations from Asterisk, Avaya and legacy PBX. Hybrid models, integration with carrier PBX.
Cisco has been a Leader in the Gartner Magic Quadrant for UCaaS seven years running (2019–2025). Webex Blog, September 2025
Video conferencing and meeting rooms
Cisco Webex Meetings, Cisco Meeting Server, Expressway. Turnkey meeting rooms — from hardware setup to calendar and presence integration. Hybrid meetings that do not break.
The Cisco AI Assistant in Webex supports 120+ languages for automatic meeting summaries and transcripts. Webex AI Assistant
Contact centres
Cisco UCCX, Cisco PCCE — rollout and support. Migrations from Asterisk, routing, queues, IVR, CRM integration. From 50 to 400+ agents in a single cluster.
AI self-service in contact centres cuts the volume of human-handled contacts by 40-50% and cost-to-serve by 20%+, while CSAT goes up. McKinsey · The contact center crossroads
Recording, analytics and quality control
Eleveo Quality Management, Calabrio WFM. Call and video recording, tagging of problem cases, workload forecasting and shift planning. Integration with UCCX and third-party CCaaS.
84.9% of customers still prefer to speak to a human — which is why the quality of recording and analysis becomes a contact centre's main asset. Metrigy CX & AI Consumer Index 2026
AI agents and automation
Cisco Webex AI Agent for the contact centre, AI bots for routine requests in banking processes. Automatic hand-off of complex cases to a human with the full conversation context.
Webex AI Agent for Contact Center — 50+ languages, 24/7 self-service with natural-like interactions. Cisco Newsroom, September 2025
Smart Workspaces
Cisco Webex Rooms, Meraki MT (occupancy and climate sensors), Meraki MV (video surveillance and analytics). Managing and equipping meeting rooms and open space from a single cloud panel.
Cloud is becoming mainstream: 34% of contact centres already run on CCaaS, another 19% plan to move in 2025. Metrigy CX MetriCast 2025
Delivered projects
Cisco UCCX (2 clusters), contact centre migration from Asterisk Line24. Calabrio WFM, Eleveo QM, integration with AI bots. A fault-tolerant cluster for 400+ agents — the country's largest contact centre.
A contact centre on Cisco UCCX with Eleveo Quality Management — call and video recording, service quality tagging. 50+ agents, fault-tolerant architecture.
An enterprise-grade contact centre. Multichannel routing, integration with banking systems, analytics by agent and by campaign.
Rollout and operational support of the contact centre solution.
Contact centre rollout with request routing and call recording. Integration with the bank's CRM.
Corporate video conferencing: 8 meeting rooms. Hybrid meetings between the region's offices without calling IT for every start.
The office's full communications infrastructure: video conferencing, voice, access control. A secured server room and network infrastructure — a single BUILD&SECURE&OPERATE contract.
Our team holds CCIE Collaboration, CCNP Collaboration, Cisco DevNet, Cisco UCCX, Eleveo and Calabrio WFM certifications. CCIE is Cisco's highest technical certification, held by fewer than 3% of Cisco-certified engineers worldwide.
The full list of certifications is available on request.
Unified communications and collaboration
Verified partner statuses
Partner level defines access to the vendor's engineering resources, delivery speed and support terms. In this area we hold active statuses backed by certificates.
All Green Light statuses →
Find out where you are losing customers on calls and in meetings
A communications assessment reviews your contact centre, telephony and meeting rooms: SLAs, failure points, migration scenarios. A prioritised report before any contract is signed.
- A map of your current UC infrastructure and its failure points
- An assessment of contact centre SLAs and service quality
- A roadmap for migrating off a legacy PBX
Have doubts? Let us address them
"We already have Zoom, why would we need anything else?"
Zoom covers meetings. If you need corporate telephony, contact centre queues, recording with analytics, SLAs and CRM integration, that is a different category of solution. Zoom often stays for meetings while Cisco / Webex Calling is added on top for everything else.
"Integration is complicated, we already have a zoo of systems."
We deploy in stages. We usually start with the contact centre — the clearest ROI, and one a board understands. Telephony and video conferencing come next. We have already migrated Asterisk and legacy PBXs in banks across the region — we will show you the case studies.
"It is not a priority — our focus right now is security and infrastructure."
That makes sense. Even so, the contact centre is the company's most frequent interface with the customer. An hour of contact centre downtime at a bank means lost customers and lost reputation. It is worth at least agreeing a target UC architecture for the year ahead.