Instant, 24/7 answering
Every incoming call is answered immediately, day or night, with your greeting. There are no busy signals and no voicemail boxes filling up.
ALWAYS ONCALL CENTER SOLUTIONS
A call center that answers every call, instantly.
Microplex’s system attending calling system picks up each call, understands the caller in Sinhala, Tamil or English, resolves routine requests on its own, and hands the rest to the right agent — with the full story already on screen.
Book a demoWHY IT WORKSNo call left ringing.
No call left ringing.
No caller repeating.
Busy lines, long queues and callers forced to repeat themselves cost businesses customers. A call center is only as good as the first ten seconds of every call.
Microplex Call Center Solutions puts an automated attendant on the front line. It answers immediately, 24 hours a day, completes the simple requests that make up most call volume, and passes everything else to a human agent along with who the caller is and what they already said. Your agents spend their time on the conversations that need them.
SYSTEM ATTENDING CALLINGThe automated attendant,
The automated attendant,
in detail.
Natural voice understanding
Callers just say what they need. The attendant recognises speech and intent in Sinhala, Tamil and English, with menu and keypad options as a fallback.
VOICE AISelf-service resolution
Order and delivery status, account balance, outstanding invoices, appointment booking and rescheduling, branch hours and FAQs, handled without an agent.
SELF-SERVICECaller identification
Recognises returning callers by number, and verifies identity when needed with a PIN or a one-time code sent by SMS or WhatsApp before sharing account details.
SECUREWarm hand-off to agents
When a person is needed, the call transfers to the best available agent with the caller’s identity, language, request and conversation summary shown on screen.
CONTEXT KEPTCall-back and after-hours
Outside business hours or when queues are long, callers can leave a request or book a call-back instead of waiting. Holidays and shift timings are configurable.
NO WAITINGHOW A CALL FLOWSFrom first ring
From first ring
to follow-up.
- Call arrives. The system attends it at once, greets the caller and offers a language choice.
- Understands the request. It identifies the caller and what they want, using speech or keypad.
- Resolves or routes. Routine requests are completed on the call. Anything else is routed by skill, language, priority or customer tier.
- Agent takes over with context. The agent’s screen shows the customer record, history and what the caller has already said.
- Wrap-up. The agent records a disposition and notes, and the call is saved with its recording and transcript.
- Follow-up. A WhatsApp or SMS confirmation, invoice or ticket number is sent automatically, followed by an optional satisfaction survey.
CORE CAPABILITIESEverything a modern
Everything a modern
contact center needs.
Smart Call Routing
Automatic call distribution by skill, language, priority, VIP status and agent availability, with queues, overflow and fallback rules.
ROUTINGAgent Desktop
Browser-based softphone with customer screen-pop, call scripts, notes, dispositions, transfer and conference controls.
AGENT TOOLSOutbound Dialer
Preview, progressive and automated campaigns for reminders, confirmations and surveys, with do-not-call lists and retry rules.
OUTBOUNDRecording & Quality
Call recording with search, call transcripts, quality scoring forms, and live listen, whisper and barge-in for supervisors.
QUALITYLive Dashboards
Wallboards and reports for calls waiting, service levels, abandon rate, handling time, agent status and customer satisfaction.
ANALYTICSOmnichannel Follow-up
Continue the conversation on WhatsApp, SMS or email through Microplex messaging gateways, with every interaction in one customer history.
OMNICHANNELIntegrations & API
REST API and webhooks to connect your CRM, ERP, POS, ticketing and databases, plus Microplex systems out of the box.
APISecurity & Control
Role-based access, encrypted recordings, audit logs, retention rules and masking of sensitive details such as card numbers.
SECUREADVANCED DETAILSBuilt to fit
Built to fit
your operation.
| Area | What it covers |
|---|---|
| Telephony | Connects to your existing phone lines through SIP trunks and PSTN gateways. Supports multiple numbers, hunting groups, extensions across branches and remote or work-from-home agents. |
| Automated attendant | Visual call-flow designer for menus, time-of-day and holiday rules, speech and keypad input, dynamic data lookups from your systems, and text-to-speech or recorded prompts in Sinhala, Tamil and English. |
| Routing logic | Skills-based, longest-idle, priority and sticky-agent routing; VIP and returning-caller detection; queue callbacks; overflow to other teams or numbers when service levels slip. |
| Agent experience | One screen for the softphone, customer profile, history and scripts; click-to-call; internal chat and transfers; agent states and break codes. |
| Supervision | Live monitoring, whisper and barge, real-time alerts for long waits, scheduled reports, and exports to spreadsheet formats. |
| Data & reporting | Call detail records, recordings and transcripts, disposition and reason codes, service-level and abandonment reports, agent productivity and customer-satisfaction results. |
| Integration | REST API and webhooks for events such as call started, answered, transferred and ended; CRM screen-pop; ticket creation; payment-link and invoice delivery by WhatsApp or SMS. |
| Deployment & scale | Hosted by Microplex or installed on your own servers. Scales from a small team to multi-branch operations, with redundancy options for business-critical lines. |
| Security & compliance | Role-based permissions, encrypted storage and transport, full audit trail, configurable recording and retention policies, and consent announcements to support local data-protection requirements. |
WHO IT’S FOROne platform,
One platform,
many industries.
Banking & finance
Balance and card enquiries, payment reminders, secure verification and collections campaigns.
Distribution & delivery
Order and delivery status, route and agent enquiries, delivery confirmations by WhatsApp.
Retail & e-commerce
Order tracking, returns, store information and after-sales support at peak volume.
Services & healthcare
Appointment booking, reminders and rescheduling, plus after-hours request capture.
FREQUENTLY ASKED QUESTIONSCall center solutions,
Call center solutions,
explained.
What is a system attending calling system?
An automated call attendant. It answers incoming calls itself, understands what the caller needs, completes routine requests, and transfers to the right agent, with context, when a person is needed.
Which languages does the attendant support?
It is designed for Sinhala, Tamil and English, so callers can speak in their preferred language.
Can it answer calls outside business hours?
Yes. It attends calls around the clock, handles self-service requests, takes call-back requests after hours, and follows your holiday and shift rules.
Does it work with our CRM or ERP?
Yes. A REST API and webhooks connect it to your systems, and the agent sees the customer record the moment the call arrives. It also works alongside Microplex ERP, POS, payroll and fintech systems.
Can supervisors monitor calls?
Yes. Calls are recorded, and supervisors can listen live, whisper guidance to an agent or join the call, and score calls for quality.
Can it make outbound calls?
Yes. Preview, progressive and automated campaigns for reminders, confirmations and surveys, with a do-not-call list.
Can it follow up on WhatsApp or SMS?
Yes. After a call it can send an invoice, ticket number or payment link through the Microplex WhatsApp and SMS gateways.
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