We developed a scalable, multi-tenant call-center management platform designed for service providers handling multiple agencies, large teams of agents, and high volumes of leads.
The platform integrates with third-party telephony providers to manage all voice operations, including advanced call controls such as whisper, barge, tap, and call transfer.
It supports real-time call routing, campaign and DID management, and a complete role hierarchy for Agents, Agency Admins, and Super Admins. Agencies can monitor agents live, manage high-volume lead datasets, and maintain smooth call flows across all teams. With intelligent routing logic, efficient lead processing, and operational visibility, the platform enables call-center businesses to deliver fast, reliable, and high-quality service at scale.
Client Name
Hooked CRM
Industry
Call Center, CRM, Telephony
Services
Custom CRM Development
Building a robust call center management platform came with several complex challenges that required innovative solutions to ensure seamless operations, real-time performance, and scalability.
Intelligent Call Routing
Building a reliable and intelligent call-routing system required real-time precision across multiple agencies. We designed a dynamic routing engine supporting strategies like Round Robin and Longest-Waiting-Agent, while continuously tracking agent availability, readiness states, and ongoing call activity to ensure optimal dispatching.
Advanced Calling Features
Implementing advanced controls—Whisper, Barge, Tap, and Transfers—required seamless synchronization between agents, supervisors, and telephony infrastructure. This involved precise state tracking, multi-party event coordination, low-latency audio control, and strict supervisor permission handling, resulting in a stable and flexible supervision layer for live call assistance.
Real-Time State Synchronization & Event Consistency
Actions such as answering, holding, muting, or transferring calls generate rapid state changes that must instantly propagate across all systems. We addressed the challenge of maintaining event consistency across agent interfaces, supervisor dashboards, routing engines, and telephony callbacks to ensure a unified, accurate real-time experience.
High-Volume Lead Importing & Data Consistency
Agencies frequently import thousands of leads at once, demanding fast, reliable data processing. We built a high-volume ingestion workflow capable of validating inconsistent records, deduplicating large datasets, managing heavy file uploads, and maintaining stable performance even during peak operational periods.
Our team designed a scalable, real-time data processing solution for the Jarlon Model, focusing on optimizing the odds ingestion, model execution, and data delivery layers. Below are the key components of the solution
Dynamic Call Routing Engine
We implemented an intelligent routing engine supporting multiple strategies, including Round Robin, Longest Idle Agent, Longest Waiting Agent, and Adaptive Routing. The system continuously analyzes agent activity, call states, and queue load to ensure every call is routed to the most optimal agent for maximum efficiency.
Full Multi-Tenant Agency Management
We designed a robust multi-tenant architecture where each agency operates in a fully isolated environment. Agencies receive a structured role hierarchy—Agent → Agency Admin → Super Admin—along with independent DID management, campaigns, and real-time dashboards. Super Admins maintain complete visibility and control through a unified master panel.
Advanced Calling Control Layer
We developed a powerful supervision control layer enabling Whisper, Barge, Tap (silent monitoring), and Warm/Cold Transfers. A real-time call state engine orchestrates call legs, supervisor actions, and agent sessions, ensuring smooth, interruption-free call handling across all scenarios.
High-Volume Lead Management
Our lead management engine supports high-volume dataset ingestion with automated deduplication, priority-based dialing, campaign-based segmentation, and lightning-fast updates via Socket.IO. The system is optimized to process and scale to millions of leads without performance degradation.
Real-Time Communication & Monitoring
We built a real-time communication and monitoring suite featuring live agent dashboards, active call lists, ongoing call events, and supervisor analytics. This live observability layer equips supervisors with instant insights into performance, call flow, and operational health.
Our team achieved success which reflected growth, engagement, and satisfaction. Our team led to exceptional outcomes focusing on growing revenue and client base, elevating user satisfaction, and much more.
Reduction in data processing latency
Reduction in infrastructure costs
Increase in concurrent users handled
System uptime maintained during peak events
The Hooked CRM platform represents a significant advancement in call center technology, combining powerful features with an intuitive interface to deliver exceptional results. Our solution has proven its ability to handle the complex demands of modern call centers, from high-volume lead management to real-time call controls and comprehensive reporting. By leveraging cutting-edge technologies and best practices in software development, we've created a platform that not only meets but exceeds the expectations of our clients. This case study demonstrates our expertise in building enterprise-grade solutions that drive operational efficiency and business growth in the customer service and telemarketing sectors.
Learn how we worked with clients to overcome their challenges and created the best solutions and experiences in these case studies.
