Services
Four things I am hired for.
1.1
Contact-centre infrastructure and telephony
Telephony is where every other number on a contact-centre floor comes from. I design, build and operate Asterisk and FreePBX platforms for multi-site operations, upgrade the ones that have been neglected, and leave behind the documentation and the trained people that keep them running.
Delivered
- Platform design and build, or an upgrade of what you have, without data loss
- SIP trunks, queues, recording, IVR and monitoring configured and documented
- Runbooks and training so your team runs it without me
Proof
1.2
Reporting, dashboards and reconciliation
A report is only useful if people believe it. I build pipelines that collect what the phone systems and business systems record, turn it into dashboards and reports, and prove every published number against its source continuously.
Delivered
- Live floor and executive dashboards per team
- Automated reports delivered on schedule
- Continuous reconciliation against the systems of record, so the numbers are believed
Proof
1.3
CRM, agent tooling and integrations
Agents should have one screen. I build and integrate agent desktops around open-source systems, connect WhatsApp Business, email and messaging, and put compliance where it cannot be forgotten: in the dial path.
Delivered
- Agent desktop with softphone, click-to-dial, screen-pop and dispositions
- WhatsApp Business, email and messaging integrations on one customer timeline
- Do-not-call, opt-out and consent enforced as hard blocks, not reminders
Proof
1.4
Fractional IT management and security
For organisations that need an IT lead without a full-time seat, I take ownership of the whole estate: networks, firewalls, Cloudflare, security hardening, vendors and incident response, and I train the people who will keep it running.
Delivered
- Network, firewall and Cloudflare configuration owned and documented
- Security hardening and audit logging
- Vendor management, incident response and staff training
Proof