Project Overview

Prove IT successfully designed and implemented a full Call Center System for Pan Home in Dubai, providing a robust communication infrastructure that centralizes customer interaction, enhances response efficiency, and integrates seamlessly with internal operations. The project included the design, supply, installation, and configuration of a complete VoIP-based Call Center System tailored to Pan Home’s customer service workflow. The solution was built to support high call volumes with scalability, security, and CRM integration.

Infrastructure and Technology

The system incorporated PBX server deployment, agent workstations, operator consoles, and IP phones, all connected through a unified VoIP LAN using CAT6 cabling and managed PoE switches. Prove IT installed and configured a centralized IP-PBX system featuring intelligent call routing, queue management, and real-time monitoring. Full CRM integration enabled agents to access customer data instantly during calls. Key features included Auto Call Distribution, Interactive Voice Response, call recording, analytics, dashboard monitoring, voicemail-to-email, and reporting tools. All components were configured with redundancy, UPS backup, and failover support to ensure uninterrupted service.

Execution and Compliance

The system was tested for latency, voice clarity, and uptime, achieving SLA-grade performance. Compliance with TRA UAE VoIP regulations and HSE standards was ensured throughout the deployment. System configuration, documentation, and user training were completed to support operational continuity.

Outcome

The completed Call Center System provided Pan Home with a unified communication hub that improved customer satisfaction, reduced call handling time, and enhanced agent productivity. This project highlights Prove IT's expertise in delivering enterprise-grade telecommunication solutions from design to deployment and support.

Project Information

Client: Pan Home
Location: Dubai, UAE
Scope: Design, Supply, Installation, Configuration of Call Center System

• Technology: IP-PBX, VoIP, IVR, CRM Integration
• Infrastructure: CAT6 Cabling, Managed PoE Switches
• Devices: IP Phones, Operator Consoles, Call Recording Units
• Features: ACD, IVR, Real-Time Dashboard, Call Logs & Analytics
• Testing: Voice Quality, Latency, Failover
• Compliance: TRA UAE VoIP Regulations, HSE Standards
• Duration: 5 Weeks
• Team: Project Engineer, Telecom Specialist, Two Technicians