10 · Communication · Call Center

Asterisk · SIP.js · IVR · CRM

The phone rings. The screen is ready.

— Definition

Call center software — infrastructure that manages inbound and outbound calls, agent performance, campaign distribution and customer history in a single panel. Senkronix call center solutions are deployed fully on-premises with an Asterisk-based IP PBX, a web-based SIP.js softphone and CRM integration.

N° I — Why Custom?

Rent the cloud PBX,
but the infrastructure should be yours.

While SaaS call-center solutions on the market (Genesys Cloud, Talkdesk, Five9) are powerful, they cost USD 80-200 per user per month. A 20-seat call center therefore pays more than TRY 240,000 in annual license fees. Data remains abroad, KVKK compliance becomes complex and call recordings are under the cloud provider's control.

The Senkronix call center is built on the open-source Asterisk PBX. Voice traffic runs entirely on your server, and call recordings remain in your own environment. With the web-based SIP.js softphone, agents make calls directly from the browser — no desktop application to install. CRM integration pops the customer card on an incoming call and automatically logs outbound calls.

Advantages of a custom solution

Fully KVKK compliant — data and voice recordings hosted in Türkiye
Asterisk — community-backed, with an extensive feature set
Web-based softphone — only a headset and a browser are required, no software install
Deep CRM integration — customer card pops instantly on inbound calls
Local number integration — your existing 444 number, mobile or analog line

N° II — Modules

Eight modules.
Every part of the call flow.

— VoIP Topology / N° II-A

Three layers · Carrier → PBX → Agent

● Topology node → Call flow L1-L2-L3 layer boundaries

Softphone & SIP.js

Web-based softphone, WebRTC, headset support, auto-dial; no additional application required.

IVR — Voice Response

Multi-level menus, DTMF key input, speech-to-text, queue numbers, estimated wait times.

Call Distribution (ACD)

Skill-based routing, queue management, best-fit agent routing, dynamic load balancing.

Campaign / Outbound

Predictive, preview and progressive dialing; list management, DNC filters, result codes.

Call Recording

All calls encrypted and recorded; search, listen-in, quality scoring, speech-to-text.

CRM Integration

Customer card opens instantly on inbound calls; note-taking, task assignment and linkage to the sales funnel.

Real-Time Dashboard

Live call counts, queue waits, agent states, queues and SLA breaches.

Reporting & KPI

Average handle time (AHT), first-call resolution (FCR), abandonment rate, agent performance.

N° III — Integrations & Technology

Asterisk + SIP.
Everything talks.

— Omnichannel Map / N° III-A

Six channels · Call center core

● Core link □ Channel / system cluster — Bi-directional data flow

Because VoIP systems run on open standards (SIP, RTP, SRTP), they are highly flexible. The Senkronix call center infrastructure integrates carrier lines, softphones, IP phones, IVR systems and CRM/ERP/WhatsApp/SMS channels under a single roof.

Carrier and line integrations

Türk Telekom, Vodafone, Türksat, SuperOnline — SIP trunk, analog lines, 444 numbers
International carriers — Global calling via Twilio, Vonage and Plivo
Local number portability — Porting your existing number

Hardware support

IP phones — Yealink, Grandstream, Snom, Polycom, Cisco
Headsets — Jabra, Plantronics, Sennheiser (USB / wireless)
Gateways — Analog-to-IP conversion (Grandstream, Sangoma, Digium)

Software integrations

CRM — Senkronix CRM, Salesforce, HubSpot, Zoho; click-to-call, screen pop
WhatsApp Business API — Calls and messages in a single panel, omnichannel structure
Email + ticketing — Automatic ticket creation when a call ends
ERP & Accounting — Customer account matched in real time with the call

N° IV — Who is it for?

Anywhere the phone rings.

Scenario · 01

Enterprise Call Center

Outbound/inbound telesales, customer service and technical support setups with 10-500+ agents.

Scenario · 02

Banking & Finance

KVKK- and BDDK-compliant call recording, secure lines, identity verification and anti-fraud.

Scenario · 03

E-Commerce Support

Order, return and shipping calls; integrated with the e-commerce panel so agents see orders instantly.

Scenario · 04

Healthcare & Hospitals

Appointments, reminders, results calls, multi-level IVR, HIPAA/KVKK compliance.

Scenario · 05

Hotels & Tourism

Reservations, guest complaints, room service; PMS-integrated, guest data instantly available.

Scenario · 06

Municipality & Public Sector

White-label 444 call centers, requests and complaints, intelligent routing, citizen satisfaction.

N° V — Frequently Asked

Clear questions,
clear answers.

Can I keep my existing 444 number?+

Yes. By taking a SIP trunk service from your carrier, we can route your existing number to the Senkronix PBX. The number is not transferred — it stays with the carrier — but the calls land on your server.

Are remote agents supported?+

Yes. It works wherever there is a browser and a headset. Home-office agents have the same privileges as on-site staff. They connect via a VPN or a secured reverse proxy.

Where are call recordings stored?+

On your own server. They are stored on disk with encryption (AES-256) and backed up. Listen-in rights are role-based and every playback is written to the audit log. KVKK retention and erasure periods are managed accordingly.

Is there a predictive dialer?+

Yes. Outbound campaigns support predictive, preview and progressive dialing modes. Call pace adjusts automatically based on success rates so agents do not sit idle.

How is voice quality?+

HD voice (Opus codec) is standard. With sufficient bandwidth, quality exceeds that of a desk phone. Jitter buffering and codec fallback handle connection issues gracefully.

How long does deployment take?+

A single-location 10-30 agent setup takes 1.5-3 months. Multi-location enterprise deployments take 4-8 months. SIP trunk provisioning at the carrier takes a few days. CRM integration runs in parallel with the project.

What about cost?+

Asterisk is open source with no license fee. Total cost includes the server (on-premise or cloud), hardware (IP phones/headsets), Senkronix development and deployment and annual maintenance. Compared to SaaS, it becomes advantageous after 2-3 years and strongly advantageous after 5+ years.

N° VI — Process

Four stages.
Each one documented.

Discovery

Needs analysis, on-site observation and scope definition. A documented scope statement is delivered.

Output: SRS · BPMN · Scope

Design

Architecture, data model, APIs and interface prototypes. Every decision is approved before any code is written.

Output: UML · Figma · API Spec

Development

Two-week sprints, a demo per sprint, CI/CD, code reviews and automated tests.

Output: Demo · Git · CI/CD

Launch & Support

Go-live, training and documentation. Long-term support under an SLA is standard.

Output: Go-Live · SLA

— Call Center Proposal Desk

Tell us about your team.
Let us build your PBX together.

Request a VoIP Proposal 444 27 14

bilgi@senkronix.com · Karatay / Konya