ECSS-10 Call Center: development progress and upcoming updates

We are working to make the ECSS-10 Call Center more effective in solving customer tasks. We will share the current updates on the service and our future plans.

In 2024, the Call Center underwent significant improvements in overall optimization and performance. Key changes:

• Increased stability through additional service overload control mechanisms.
• Enhanced voice stream processing and media resources usage.
• Optimized internal call distribution mechanism for more efficient queue operation.
• Increased load capacity by more than 30 %, reaching 2000 simultaneous calls in the queue.

The updates have been implemented in version 3.14.15.10. To obtain it, contact the sales department specialists. The email is provided at the end of this post.

In 2025–2026, Call Center will develop in two directions:

1. changes in service architecture to enhance reliability and fault tolerance;
2. implementation of new features.
    

Architectural updates

The further development of the service involves modernizing its architecture. Currently, the Call Center is part of the larger ECSS-10 system. The plan is to create a fully autonomous component within the softswitch. This process will unfold in two steps: separating the Call Center from the telephony core, followed by a complete redesign of its software architecture. The telephony core will be relieved of non-targeted loads.

Call Center will become autonomous, which will enable its seamless updating, flexible scaling, and will allow working with several telephony cores as part of a geographically dispersed cluster.

New features

The main focus in updating the Call Center functions is to increase the efficiency of operators and improve the quality of customer service. We are planning to:

• expand integrations with third-party systems;
• expand the functionality of automated workplace cards, process and display data from external sources in real time;
• implement post-call processing tools (automatic transcription of conversations into text, search for keywords, emotional coloring of speech, etc.);
• add the ability to generate reports for service quality evaluation.

ECSS-10 Call Center is a constantly evolving service that already helps businesses solve tasks faster and more efficiently. Large-scale updates that will make it more reliable and functional are coming up.

To learn more about the service, test it, or purchase it for your projects, contact ELTEX Sales Department at foreign.sales@eltex-co.ru