Kocaeli 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 focused on industry and logistics, the customer is often another company. Recording, committing to, and tracking calls across dealer, supplier, and shipping lines cannot be left to personal memory.
On the corporate customer line, call recordings, tasks, and quotes are stored on the same customer card; the answer to 'who promised what' is visible on the dashboard.
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 Kocaeli operations
On B2B lines, multiple people stand behind a single institution: purchasing, accounting, warehouse. If conversations are not linked to the institution rather than the individual, the same issue is explained from scratch three times. Multiple individuals, tasks, and quotes coexist under the institution card. On the logistics side, shipment inquiries are repetitive and come through written channels; when FAQs are added to the knowledge base, CALLAII handles these questions outside business hours and transfers them to a representative if necessary.
In operations running alongside the industrial lines of Istanbul and Bursa, three provinces can be managed with a single team.
FAQ for Kocaeli
Our customer is a company, not an individual. Is the system suitable for this?
Yes. Authorized individuals are stored separately under the institution card; the call is linked to the person who called, while the topic is linked to the institution. When accounting calls regarding a conversation held with purchasing, another team member can also view it.
Who handles shipment inquiries outside business hours?
During business hours, when a representative is online, a human responds. When no representative is available, CALLAII handles the inquiry, answers from the institution's knowledge base, and if the topic exceeds its scope, transfers the call to the appropriate representative and creates a task for follow-up. On phone calls, a human always speaks.
Can we report supplier and dealer lines separately?
Yes, you can. Lines operate with separate queues and separate quality rubrics; SLA, resolution time, and representative performance are broken down by line. It is also possible for the same team to manage two lines.
