Call-center CRM
The internal system of an assistance company, with calls, leads and real-time support on one platform.
Call center CRM with telephony, an omnichannel inbox and real-time dashboards. In production since 2024.
Results
- 2
- production applications, owned end to end
- DDD
- full backend migration in NestJS
- Real time
- WebSocket dashboards and Prometheus metrics
The challenge
The company runs a call center with campaigns, lead batches, sales follow-ups and agent supervision. The team needed a system of its own that brought together the phone system, the sales CRM and the messaging channels.
The solution
We designed and built the company’s internal system: a NestJS backend and a Next.js frontend with Redux Toolkit, updated in real time over WebSockets. The backend integrates with the phone system, with Zoho and with Meta webhooks to build an omnichannel inbox. A separate service receives the transcripts of calls handled by AI voice agents and brings them into the system.
With the system already in use, we migrated the whole backend to a DDD architecture. We added a parallel MongoDB database for sessions and notifications, taking load off the main database, and Prometheus monitoring through NestJS interceptors. On the frontend we replaced the legacy component library with shadcn/ui and rebuilt the dashboards.
The infrastructure runs on AWS (EC2, Secrets Manager, SES) with Docker and Dokploy deployments.
The result
Today it is two production applications, owned end to end, plus a mobile app in development. The team works on a codebase organized by domain, with metrics to see what happens in production.