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How INVASSO engineered a multi-tenant, cloud-based call center platform with SIP integrations, real-time operations, and full CRM capabilities.
Explore the SolutionA growing cloud contact center provider operating across the UAE, KSA, and USA partnered with INVASSO to build a scalable SaaS call center platform capable of:
The result was a carrier-agnostic, high-availability contact center ecosystem engineered for stability, clarity, and global scalability.
Modern contact centers are expected to deliver:
Before INVASSO's transformation, the provider faced:
Scaling globally would be impossible without a robust, cloud-native contact center engine.
The platform needed to reliably support 240+ simultaneous calls with no audio degradation.
Different clients used different carriers in USA, UAE, and KSA — the system had to support all.
Each client needed isolated dashboards, users, queues, campaigns, CRM data, reports, and call recordings.
Agents needed customer insight without switching systems.
Cross-region traffic had to remain stable regardless of call volume.
The platform needed encryption, audit logs, and role-restricted access to meet enterprise and government standards.
The platform required serious engineering — not typical web development.
Inbound/outbound routing, codecs, failover logic, and carrier integration required specialized engineering.
Role-based access, data isolation, and tenant-level analytics were critical.
INVASSO delivered everything: cloud infrastructure, backend engine, admin interface, dashboards, CRM, analytics, and multi-tenant logic.
INVASSO designed and delivered a platform built on five core pillars:
The platform supports ANY SIP provider globally: UAE (Etisalat, Du, etc.), KSA (STC, Mobily, Zain), USA (Twilio, Telnyx, Bandwidth, etc.). Instant provisioning for inbound & outbound calling.
Each tenant receives isolated call queues, routing rules, agent groups, data storage, CRM profiles, reports, and API keys. Perfect for SaaS scalability.
Including IVR (multi-level), call recording, warm/blind transfer, call barging/whispering, skill-based routing, auto/predictive dialer, campaign management, real-time SLA monitoring, and call tagging.
Agents see customer profiles, previous calls, notes, tickets, interactions, cases, and lead/opportunity status. No need to integrate external CRMs unless desired.
Live monitoring for concurrent calls, agent states, queue performance, SLA compliance, campaigns, average handling time, and first call resolution.
AI-driven tools ensure consistent call quality across all regions.
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Optimized RTP & SIP routing ensured flawless quality.
High availability architecture with automatic failover.
CRM integration reduced agent switching.
Skill-based routing and IVR logic improved resolution speed.
Carrier flexibility lowered cost per minute.
New clients activated in hours, not days.
The provider now operates a world-class SaaS contact center platform with:
Smart routing, auto-classification, and workflow automation reduced manual agent actions and improved response times.
The platform has become the core SaaS product powering the provider's expansion across USA, UAE, and KSA.
Multi-tenant architecture future-proofs SaaS businesses
Carrier-agnostic SIP routing reduces operational cost
Real-time dashboards improve performance KPIs
Integrated CRM leads to faster resolution
High concurrency support is critical for enterprise clients
Implementing automated call workflows enhances efficiency
AI-driven quality monitoring ensures consistent call quality
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INVASSO engineers telephony systems, CRMs, SaaS platforms, and multi-tenant infrastructures.
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