Enterprise Communication & CRM Software Built to Resolve, Not Just Route
Our enterprise communication and CRM platform unifies telephony, intelligent call routing, built-in complaint and lead management, video escalation, and AI voice agents into one connected system -- so a call centre doesn't need five separate tools that were never designed to talk to each other. Powered by Com-One, Hailiot's own enterprise communication platform.
Where Call Centre Operations Actually Break Down
A handful of patterns show up again and again in call centres running on disconnected tools:
A legacy PBX that routes calls but has no idea what happened on them, or why a caller is calling back for the third time
Complaint and lead tracking running on a separate CRM subscription, that doesn't talk to the phone system, so agents toggle between two tools on every call
High call volumes on the same repetitive queries -- balance checks, order status, password resets -- consuming agent hours that could go to calls that actually need a person
No visibility into a frustrated caller until they've already said 'let me speak to a manager,' instead of catching the frustration earlier
Remote and branch agents connecting over insecure or ad hoc network setups, instead of a properly encrypted connection
Supervisors finding out about a service dip in a weekly report, instead of seeing it live as it happens
A video escalation for a customer issue meaning a separate app, a separate login, and a dropped call while the customer waits
None of this is a shortage of agents or effort -- it's several disconnected tools doing a job one connected platform is built for.
Key Modules & Features
Enterprise communication and CRM earns its keep module by module -- each one closing a gap between the phone system, the CRM, and the people who actually have to use both.
Unified Enterprise Telephony
SIP-based call engine with multi-extension support, internal and external calling, call transfer, hold, and forwarding- SIP trunk connectivity for external calling, with HD voice quality across every call
- Automatic and on-demand call recording, with full Call Detail Records (CDR) for every call
- Post-call quality survey played automatically, with the rating stored against the call record and no separate survey tool required
Intelligent Call Routing & IVR
- Multi-level IVR with language selection, so a caller reaches the right department without repeating themselves
- Department- and skill-based queue assignment, routing a call to the agent actually equipped to handle it
- Multiple agents per queue with real-time availability status, instead of a call landing on someone already on another line
AI Voice Agents & Autonomous Resolution
- Intelligent voice agents that resolve calls end-to-end for high-volume, repetitive queries -- balance checks, order status, password resets -- without an agent ever picking up
- Industry-tuned conversation handling across verticals like banking, e-commerce, healthcare, real estate, telecom, and internal IT/HR helpdesks
- Real-time speech recognition, natural-voice response, and multi-turn dialogue with memory, so the conversation feels continuous rather than a series of disconnected prompts
- Autonomous CRM execution mid-call -- creating, advancing, and closing complaint or lead records without waiting for an agent
Emotion-Aware Escalation Intelligence
- Sentiment and frustration detection during the call, flagging escalation before the caller has to ask for a human
- Escalation triggers on explicit requests, repeated unresolved questions, compliance-sensitive topics, and high-value customer flags
- Full context handed to the agent at escalation -- transcript, escalation reason, sentiment, and CRM record -- with no repeat-yourself moment for the caller
Built-In CRM -- Complaints & Lead Management
- Complaint lifecycle management from creation through resolution, assignable by department or agent, with full follow-up scheduling
- Lead pipeline tracking with stage-wise visibility, agent assignment, and follow-up scheduling
- No separate CRM subscription required -- complaint and lead data live natively on the same platform as the call
Real-Time Analytics & Reporting
- Live dashboards for call volume, queue status, agent availability, and escalation activity
- Agent performance, missed call, complaint, and lead funnel reports, scoped by role
- CDR analytics covering duration, disposition, and peak-hour patterns, without needing a separate BI tool
Video Conferencing & Secure Connectivity
- Browser-based video conferencing with no client app or plugin required
- Native call-to-video escalation -- a phone call can move straight into a video room when a face-to-face conversation would resolve things faster
- Encrypted VPN connectivity for remote agents and branch offices, with zero SIP ports exposed to the internet
High Availability, Security & Scalability
- Active/standby architecture with automatic failover and recovery, so a server issue doesn't mean a dropped call centre
- Real-time database replication and load balancing across multiple servers as call volume grows
- Role-based access control across Agent, Supervisor, Manager, and Super Admin tiers, with every action logged
Role-Based Access & User Management
- Agents see their own calls, complaints, and leads; supervisors see live queue and team-level data; managers see team reports and assignment controls; admins see everything
- Fine-grained permission management instead of an all-or-nothing access model
- Full activity logs per user, supporting audits and accountability
Open, On-Premise Architecture
- Deployable fully on-premise, with your data never leaving your infrastructure
- Built on open standards, with every component swappable -- no vendor lock-in
- Existing integrations, dial plans, and API calls preserved when new capability, like the AI layer, is added on top, instead of a rip-and-replace
Built on Com-One
Our enterprise communication and CRM solution is built on Com-One, Hailiot's own enterprise communication and CRM platform -- combining unified telephony, built-in CRM, video escalation, and an AI voice agent layer engineered end-to-end, not stitched together from third-party tools.
In a conservative model based on 1,000 monthly inbound calls, Com-One's AI layer resolves up to 70% of calls without any agent involvement and reduces cost per call by up to 60% -- representative figures from Com-One's own deployment model, not a guarantee, since actual results depend on call mix and volume.
Why One Platform, Not Point Solutions
Legacy PBX Systems
A legacy PBX handles calls but nothing else -- no CRM, no AI, and usually no real high-availability failover.
Generic Cloud Apps
A generic cloud communication tool typically bundles telephony and video but treats CRM as an add-on cost and AI as a separate integration project.
Com-One Unified Platform
Com-One brings telephony, CRM, video, analytics, security, and AI voice agents together as one built, tested, and deployed platform -- deployable on-premise, with full role-based access control and no per-module vendor stitching.
Our Process
How It Works
Call Centre & Workflow Assessment
mapping current call volumes, routing rules, CRM processes, and where AI could realistically deflect volume.
Telephony & IVR Configuration
setting up SIP trunks, extensions, IVR trees, and department/skill-based routing to match your operation.
CRM & Workflow Setup
configuring complaint and lead pipelines, department assignment rules, and follow-up workflows.
AI Agent Configuration
defining which call types the AI voice agent should handle, training it on your knowledge base, and setting escalation rules.
Security & HA Deployment
setting up encrypted VPN connectivity, failover architecture, and role-based access before go-live.
Pilot, Training, and Full Rollout
a pilot period to measure deflection and performance in real conditions, followed by team training and full production rollout.
Key Benefits
One platform for telephony, CRM, video, analytics, and AI, instead of five disconnected tools and vendors
High-volume repetitive queries resolved without agent involvement, freeing agents for calls that actually need a person
Frustrated callers detected and escalated before they have to ask, with full context handed to the agent
Real-time visibility into queues, agent performance, and complaint/lead pipelines from one dashboard
Enterprise-grade security and uptime -- encrypted connectivity, automatic failover, and full audit trails
Deployable on-premise with no vendor lock-in, so your data and infrastructure stay yours
Industries We Serve
Enterprise communication and CRM earns its keep anywhere call volume, complaint handling, or lead follow-up is a daily operational load: banking and lending, e-commerce and retail, healthcare and clinics, real estate, telecom and utilities, and internal IT/HR helpdesks -- each with a distinct, high-volume call pattern that AI voice agents can own end-to-end. It's equally relevant inside Hailiot's own industrial client base -- utility & infra operations running citizen or customer complaint lines, and plant-level internal IT/HR helpdesks handling password resets and policy queries at scale.
Banking & Lending
E-Commerce & Retail
Healthcare & Clinics
Real Estate
Telecom & Utilities
IT & HR Helpdesks
Frequently Asked Questions
Com-One is the platform underneath it -- this page describes what our enterprise communication and CRM capability covers; Com-One is the specific product you'd deploy to get it.
Have a Question, or Running Your Call Centre on Disconnected Tools?
If your phone system, CRM, analytics, and video tool are all separate logins that don't talk to each other, that's exactly the gap an enterprise communication and CRM platform is built to close.