Bursa call center software
Our agent team works on a platform we developed ourselves, with eight modules and CALLAII AI. You see the same dashboard.
In operations where the manufacturing and automotive supply chain is intense, customer service often means technical support: fault reporting, service appointments, and parts tracking.
In lines requiring service appointments and work orders, the field team module works within the same panel as the call center, transitioning from a call to a field task in a single step.
How we work from here
- Your existing PBX connects via ready PBX connection; your number and operator remain unchanged.
- Agents communicate via browser; calls, chats, and customer records stay in the same panel.
- CALLAII analyzes all calls, generates coaching, and alerts managers to risky calls.
- SLA, NPS, CSAT, and resolution time are monitored in real-time via a custom panel.
- Setup and training are conducted online; on-site meetings are welcome in Izmir.
- For organizations that don't want to build a team, an agent team add-on is also available.
Our headquarters are in Konak, Izmir. Since the software runs in the cloud, your organization's location doesn't matter.
Scope
Agent team: built to your response standards, with shift and quality control built into the platform
Call center software and cloud PBX: your existing number and carrier stay unchanged
Omnichannel support: phone, email, live chat, WhatsApp, Instagram, Messenger
CRM and field sales: customer card, task, quote, and field visit in one dashboard
CALLAII call analysis: every call is scored, coaching is generated for the agent, and risks are flagged to the manager
Shift and workforce management: scheduling, absence, peak load, and break tracking
What’s changing in Bursa operations
In technical support lines, what determines customer satisfaction is not politeness but resolution time. Therefore, the quality rubric is structured differently here: problem isolation, asking the right questions, and meeting the given timeframe carry more weight. Having vehicle, license plate, and chassis information stored in the customer record on the automotive service side directly shortens call duration; the industry plugin brings these fields ready-made.
Managing three provinces on a single panel is common in supply operations running alongside the Kocaeli and Istanbul lines.
FAQ for Bursa
Is there also tracking for service appointments and work orders?
Yes. An appointment taken over the phone turns into a field task, is assigned to a technician, and is recorded in the customer record upon completion. Work orders waiting for parts are tracked separately; when the customer calls again, past interactions are visible on the screen.
Can custom fields be opened for automotive services?
The automotive industry plugin brings vehicle, license plate, chassis, and service history fields ready-made. When a customer calls, their vehicle and last service are visible on the screen, so the agent doesn't waste time asking.
Can speech recognition correctly transcribe technical terms?
An institution-specific terminology list can be defined: part names, model codes, and abbreviations. If a term is transcribed incorrectly, it can be manually corrected via the transcript correction screen, and that correction will be useful in subsequent calls.
