Project 1 of 4

Omnichannel Contact Center

Text, voice and video contact center integrated with WhatsApp, Instagram and Facebook, with ticketing and a real-time operations dashboard.

Client: Government institutions and private companies (5 clients)
Period: 2019 – 2025

Two operators at their desks facing a wall display of blue sound waves in a dark control room — Images are illustrative. Client systems are confidential.

Outcome

58%

For one key client the platform cut the annual contact-center operating budget by more than 58%, saving about IDR 350 million per year.

What was built

A multichannel contact center covering text, voice and video calls. It is fully integrated with WhatsApp, Instagram and Facebook, and includes a ticketing module that connects to each client’s internal systems. A real-time activity dashboard tracks call and chat traffic and agent availability.

Clients

3 government institutions
2 private construction materials companies