Manage voice and digital interactions in a single system: telephony, chat, messaging, email and marketplaces.
The AimeCall architecture is designed around the requirements of enterprise IT environments, information security and internal regulations. The platform is backed by a team with over 15 years of experience delivering large-scale contact center projects.
Functionality and core platform customization tailored to project requirements
Cloud, Private Cloud or the customer's own infrastructure
Architecture, development, integration and support in a single project team
Approach · 01
A corporate contact center evolves together with the business: new channels, integrations, regulatory requirements and service scenarios appear. AimeCall is designed with these changes in mind — from configuring individual modules to customizing the system core.
Functionality is configured to the existing service model and the requirements of the specific project.
The platform integrates into the existing enterprise IT landscape and works with existing information systems.
The architecture allows the solution to be extended as new tasks arise, without replacing the entire platform.
Functionality · 02
The core contact-center components are combined in a single architecture: routing, IVR, agent workspace, interaction history, communication recording and analytics. The API provides integration with corporate systems and external services.
Routing, IVR, agent workspace, communication recording and a unified history of customer interactions.
Voice and digital channels are available to the agent in a single interface with a shared interaction history.
An open API for connecting CRM, ERP, internal information systems and external AI services.
Who it's for · 03
AimeCall is designed for organizations where the contact center is a critical part of customer service: it operates under high load, is integrated with internal systems and must meet information-security requirements.
High interaction intensity, integration with corporate systems and elevated data-protection requirements.
Complex service scenarios, a large volume of inbound and outbound communications and a distributed agent workforce.
Peak loads, multiple sales channels and a unified history of customer interactions.
The hosting environment is determined by the project's requirements for security, infrastructure, operations and data storage.
Ready-made infrastructure with no need to deploy and maintain your own server environment.
A dedicated cloud environment with resource isolation and controlled configuration.
Deployment on the customer's infrastructure with data stored inside the corporate perimeter.
Architecture · 04
A microservice architecture provides horizontal scaling, fault tolerance and independent component updates. The state of services, infrastructure and queues is monitored through observability tooling.
Platform choice · 05
When choosing a contact-center platform it is important to consider the entire lifecycle of the solution: integration, configuration, infrastructure, training, support and further development.
Costs accrue throughout the entire lifecycle of the system. Architecture and integration capabilities directly affect their scale.
Security · 06
Security is built into the solution architecture from the design stage: from access management and data placement to event logging and integration with the corporate infrastructure.
Centralized authentication, role-based access control and support for corporate single sign-on mechanisms.
The architecture makes it possible to comply with internal requirements for storing, processing and transferring information.
Logging, metrics and monitoring ensure control over the system state and make it possible to analyze incidents.
Implementation · 07
Before a full-scale rollout, the platform is validated on the customer's real scenarios. For the pilot, the functional scope, the group of users and the success criteria are defined.
Deploying the solution, basic configuration and connecting the integrations required for the pilot.
A limited group of agents works in real service scenarios.
The pilot results are assessed against pre-agreed criteria and become the basis for further rollout.
Team · 08
AimeCall's key specialists have worked with corporate contact centers for over 15 years and have taken part in international implementation projects. The team combines the expertise needed at every stage of the system lifecycle — from architecture to production operation.
Voice-infrastructure architecture and engineering expertise
Product architecture and evolution of the software platform
Connecting to the corporate IT landscape, migration and go-live in production
Formalizing requirements and designing contact-center workflows
Operational maintenance and support under an agreed SLA
Demo
During the demo we will look at your contact center's tasks and show the corresponding platform workflows.
Contact the AimeCall team to discuss the product, a pilot project or implementation.
MD-2059, str. Calea Moşilor 38,
Chişinău, Republica Moldova