PROOFIT

White Paper

Telephony · WhatsApp · Email · AI

The Proof IT Contact Centre Platform.

A contact centre that runs entirely in a web browser: calls, WhatsApp and email on one screen, an AI assistant that answers when nobody is free, live transcription that guides the operator, and every conversation, customer, task and figure in one place — for one country or several.

One browser tab

No desk telephone, no exchange, nothing installed. An operator signs in, puts on a headset and works.

AI on the line

Transcribes as it happens, answers when the queue is deep, guides the operator, writes the summary.

Your systems, your numbers

Published numbers stay yours; customer data is read in at the start and written back at the end.

02 · Contents

What this white paper covers.

The platform model and architecture, the operator workspace, voice from ring to wrap-up, AI on the live call, written channels, customer records and tasks, integrations, administration, reporting, outbound, distributed staff, and security.

Overview & platform

Executive Summary

The platform and its value in one page.

About Proof IT

Engineering for regulated, high-volume operations.

Why Contact Operations Break

Where calls, messages and promises get lost.

Platform Model

Accounts, number groups, operators, queues.

Functional Architecture

Carrier layer, media anchor, coordinator, workspace.

The Operator Workspace

One screen: transcript, guidance, customer.

The Call, Ring to Wrap-up

Queue, routing, answer, summary, pause.

Inbound, Outbound, In-call

Transfers, conference, external mobiles, ownership.

Front Door & Language

Menus, out-of-hours, language routing, triage.

Numbers & Telephony

Keep your numbers; audio anchored on the platform.

AI, channels & operations

Transcription & AI Assistant

When it engages, what it does, how it sounds.

Guidance, Lookup, Summary

Checklists, live lookup, translation, summaries.

WhatsApp & Email

One inbox, AI pre-reading, prepared replies.

Customers & Tasks

Identities, timeline, consent, follow-up.

Integrations

Read in, write back, single sign-on.

Administration

Everything configured in the browser.

Reports & Wallboard

Service level, channel mix, AI share, per operator.

Outbound & Mobile Staff

Campaigns, branches, field staff.

Security & Delivery

Isolation, consent, retention, rollout.

Get in Touch

Who it is built for, and how to start.

Pages 06 – 21 · Capability areas

The platform at a glance

Voice AI assistant Operator guidance WhatsApp & Email Customers & Tasks Integrations Reports Campaigns Security

03 · Executive summary

The whole contact centre in one browser tab.

An operator signs in with their corporate account, puts on a headset, and from one screen takes and places calls, answers WhatsApp and email, sees who the customer is and works the follow-ups. Alongside them, AI transcribes, answers when nobody is free, guides them through the organisation's own procedures, and writes the record of what was agreed.

Any channel

voice (AI agents and people), WhatsApp, email — and SMS, chatbots, Telegram, portal or app as integrations

Any language

the AI assistant answers in whatever language the caller speaks — no line per language needed

Zero install

no desk telephone, no exchange equipment, no software on the operator's machine

EU hosted

operated by Proof IT or inside the organisation's own infrastructure

Serve

Every contact, one workspace

Calls — taken by AI voice agents or by people — messages and follow-up tasks are worked from one screen with the customer's full history beside them.

Assist

AI on the live call

Live transcription drives a procedure checklist, looks up identifiers spoken aloud, and writes the post-call summary.

Absorb

AI when the queue is deep

The assistant establishes what the caller needs and arranges a callback or hands over to an operator who has already read the transcript.

What sets the platform apart

Every call is anchored on the platform: recording, transcription, conference and mid-call AI work on every conversation, transfers included.

Numbers stay the organisation's own: forwarded onto the platform rather than ported, and presented as caller ID on outbound calls.

The organisation is described as number groups: a country, a department, a service line — each with its own numbers, operators, AI behaviour and reporting.

Existing systems keep working: customer, asset and agreement data read in at the start of a contact; contacts and summaries written back at the end.

Executive view

One platform where the conversation, the customer history, the follow-up and the numbers behind it all live together — with AI taking the routine load and people staying in charge of what matters.

04 · The company

An engineering company built for regulated, high-volume operations.

Proof IT combines deep software engineering, systems integration, data migration and applied AI — with long experience building platforms for insurance, mobility and other document- and process-heavy industries where every conversation and every promise has to be on record.

2004

building enterprise operational software since

100+

engineers, AI specialists and domain professionals

ISO

27001 information security and 9001 quality management

delivery teams in three EU countries; multi-country, multi-language rollouts

Core competencies

Platform

Operational software at scale

Systems that run products, contracts, claims, documents, finance and partner processes for high-volume operations.

Voice & AI

Applied conversational and document AI

Voice agents, live transcription, document intelligence and automated case handling — always under human governance.

Integration

Enterprise connectivity

CRM, booking and ERP systems, insurers, telephony carriers, messaging providers and corporate directories via open interfaces.

Delivery

Configuration & production support

Setup, integration, testing, training, go-live, hosting, helpdesk and continuous improvement after launch.

Built from production components. The Contact Centre Platform is assembled from components Proof IT already runs in production — voice, transcription, WhatsApp, email, summaries, integrations — and configured to the organisation rather than written from scratch.

Differentiator

The same team understands the operation, the software, the telephony and the data — reducing handoffs and delivery risk when the platform goes live.

05 · Why change

Contact operations lose control in the gaps between tools.

A telephone line forwarded to a mobile, an outsourced call centre, a shared mailbox and a WhatsApp number on somebody's phone each work on their own. Together they leave the organisation without a record, without figures and without a single view of the customer.

Area	Typical operational reality	Business consequence
Forwarded lines	Published numbers ring on desk phones or mobiles at carrier level; nobody sees whether a call was answered or what was said.	No statistics, no recording, no record of the promise made.
Queues and peaks	Callers wait, hang up, or leave a voicemail somebody listens to the next morning.	Abandoned calls, lost demand, callbacks that never happen.
Several countries	Each market runs its own numbers, staff and tools; a night shift cannot cover more than one.	Duplicate cost, uneven service, no combined view.
Language	Callers land on an operator who does not speak their language and are passed around or asked to call again.	Frustration, longer handling, repeated calls.
Knowledge	What to ask on a roadside call, a claim or a complaint lives in the heads of experienced staff.	New employees miss questions; the downstream department chases the caller.
Written channels	WhatsApp and email are handled outside the telephone system, by different people, with no link to the call history.	Two histories per customer; work falls between the channels.
After the call	Summaries are typed by hand, if at all; the CRM and the department that acts on the call learn about it late.	Re-keying, drift between systems, lost follow-up.

The pattern

The problem is rarely one broken tool. It is that the conversation, the customer, the follow-up and the figures live in different places — exactly what a platform that anchors every contact in one workspace is built to remove.

06 · The platform

Accounts, number groups, operators and queues.

The account is the boundary of everything; nothing crosses between accounts. Within an account, the number group is the organising principle — a country, a department or a service line — and routing, AI behaviour and reporting follow from it.

Element	Behaviour
Number group	Holds one or more telephone numbers, has operators assigned to it, carries its own queue, its own AI behaviour and its own line in the reports.
Telephone number	Belongs to one group and carries a label — what an operator sees when choosing a caller ID for an outbound call.
Operator	Belongs to as many groups as needed; sees the queues, conversations and reports of those groups and no others.
Queue	Per group, oldest caller first, visible live to the operators of that group and to management.
AI behaviour	Switched on or off per group, with its own queue-depth, waiting-time and out-of-hours thresholds.
Wrap-up pause	Set in seconds per account, from none at all up to ten minutes, before the next call is offered.

What the model makes easy

Configuration, not a project

Adding a country or a department

A new group with its own numbers and operators. Two published lines can share one group; the queue still shows which number was dialled.

Coverage

One night shift for several countries

An operator who speaks several languages is attached to every group and answers everything — the pattern for covering several markets with a small team out of hours.

Per-group AI

Different rules per market

The assistant answers first in one country, only out of hours in another, and not at all in a third — a threshold setting, not a different product.

Interface languages. The operator interface is available in English and the local languages of each market, with further languages added per deployment; the choice is stored on the platform and follows the person to any machine. The language of the conversation is handled separately (pages 11, 13).

Platform view

The organisation is described once — as groups, numbers and people — and everything else follows from that description.

07 · How it is built

Every channel meets in one coordinator; every call passes one media anchor.

Audio does not travel directly between caller and operator: both legs terminate on the platform, which mixes them. Recording, live transcription, an AI voice mid-conversation, hold audio, warm transfers and in-call translation all follow from that one property.

Proof IT Contact Centre Platform

Public telephone networkPublished numbers, forwarded onto the platform's carrier numbers

WhatsAppThe organisation's WhatsApp numbers, one or one per country

Email and further channelsMicrosoft 365 mailboxes today; SMS, chatbots, Telegram, portal or app as added integrations

↓↓↓

Carrier layerInterchangeable carrier connections; each declares its capabilities. A browser-only connection serves for testing.

Written-channel connectionsInbound messages in, replies out, delivery state per message, duplicates collapsed.

↓

Media anchorMixing, recording, hold audio, AI leg — live transcription, AI voice assistant and live translation all attach here.

Coordinator — one source of truthCalls, queue, routing, ownership, presence, customers, tasks, conversations, campaigns, reports, configuration.

RoutingQueuesPresenceCustomersTasksCampaignsReports

↓single sign-on session↔read in · write back · events out

Operator workspace (browser, one page)Softphone · queue · transcript · guidance · summary · customer · inbox · tasks · reports · admin · wallboard

The organisation's own systemsCustomer / booking system, a second internal system used by a downstream department, corporate directory, outward event feed

The browser is a display, not the system of record: refreshing the page or losing the tab does not end the conversation — reconnecting returns the operator to the same call.

Carrier-independent: changing carrier or running more than one is a configuration exercise, not a rebuild.

Resilient by design: several instances share the work, the loss of one is absorbed automatically, and the whole is monitored.

Hosted in the EU: operated by Proof IT, or inside the organisation's own infrastructure — the customer's choice.

08 · The console

One screen: transcript, guidance, customer.

A fixed navigation carries Workspace, Call collaboration, Queue and AI, Tasks, Customers, Inbox, Reports and Admin, beside a top bar with live queue depth and service level, a dialpad reachable from anywhere, the post-call countdown and the operator's availability. During a call, three panels sit side by side.

PROOF IT

WorkspaceQueue & AITasksCustomersInboxReportsAdmin

Queue 3 · SL 92%☎ Dialpad● Available

Waiting now

Longest wait

0:48

Answered today

146

Service level

92%

Operators online

7 / 9

+34 6•• ••• 412 · Andrés C.Roadside line · Spain · 03:12 · owner: you

HoldMuteTransferAdd participantEnd

Live transcript

00:04AIThank you for waiting, all operators are busy. What is the reason for your call?

00:11CallerI have a flat tyre on the Liepāja highway, kilometre 17. I can't drive on.

00:19AIAn operator has just become free. Shall I put you through?

00:22CallerYes please.

00:31OperatorHello, I can see you have a flat tyre at km 17. Is the vehicle LV-1234?

00:36CallerYes, that's the one. I'm on the hard shoulder.

Guidance · Roadside assistance

Registration number

Precise location · road and km marker

Caller in a safe place

Warning triangle and vest

Tyre change enough, or tow needed

Where the customer needs to get to

What is promised about arrival

Summary (draft)
Flat tyre, Liepāja highway km 17, vehicle LV-1234, caller safe on hard shoulder. Awaiting decision: tyre change or tow.

Customer

CustomerAndris K.

VehicleLV-1234 · Toyota Corolla

AgreementR-2026-0771 · to 14 Sep

Customer since2023

ConsentRecording ✓ · WhatsApp ✓

Last contactWhatsApp · 2 days ago

Open tasksNone

Recording · on

Transcription · auto-detect, Spanish

Translation · off

Wrap-up · 45 s after call

Illustrative layout, not a screenshot of shipping software. Names and numbers are fictitious.

Nobody switches screens to find out who is calling or what has been said.

The same picture for everyone: operators and management see the same live queue.

Availability held on the platform, not in the browser — it survives a refresh.

Works in a phone browser for a branch employee with a few minutes between customers.

09 · Voice

The call, from ring to wrap-up.

A caller dials a published number. The platform answers immediately with the organisation's comfort audio, records which number was dialled, matches the calling number against customer records, reads the customer's assets and previous contacts from the organisation's own system, and places the call in the group's queue.

Queue · oldest first

Every waiting caller, live, for operators and management alikeNumber called, group, time waited, and which operator is being offered the call. Inbound volume is effectively unlimited; what a caller meets when every line is busy is a per-country policy.

Queue deep or wait long

AI assistant answersEstablishes what the caller needs, arranges a callback or holds their place, and offers a handover when an operator comes free.

Nobody on shift

AI assistant, not voicemailOut of hours the conversation produces a task with a name, a reason and a callback time — nothing to listen to in the morning.

An operator is free

Offered to the longest-available operatorCaller number, number dialled, group, waiting timer, Answer / Decline. A decline or ring-out moves it on; the caller keeps their queue age.

Operator answers in the browser

Recording, live transcription and procedure guidance start with the conversation. Call controls sit above three panels — transcript, summary, customer.

Call ends — the record is written

A summary is drafted automatically and edited by the operator, the recording is playable, a follow-up task is created if needed, and the summary is sent to the organisation's own system.

Wrap-up pause, then available again

A configured number of seconds with the countdown visible and endable early — time to finish the note, breathe, and take the next call.

Voice

Missed and abandoned calls are recorded separately, because they mean different things — and nothing that happened on the line is lost between the ring and the record.

10 · Voice

Transfer, conference, bring anyone in — without leaving the platform.

Outbound calls are placed from the same screen that answers inbound ones, from any caller ID the operator's groups permit, and get the same recording, transcript, guidance and summary. Outbound capacity begins at ten simultaneous calls and rises to whatever the operation needs.

Control	Behaviour
Answer · decline · end	The basic controls, in the browser, with hold and resume as often as needed — the caller hears the organisation's own hold audio.
Warm transfer	The operator consults an available colleague while the caller stays connected; the call moves across only when the colleague answers, carrying its recording, transcript and history.
Blind transfer, off-platform transfer	Passed straight through without consultation — to a colleague, or to any telephone number: a regional partner or a specialist who is not a platform user.
Conference	A colleague is added to a live call; all three are on one conversation, the colleague leaves without ending it, recording and transcript continue uninterrupted.
Bring in an external mobile	The operator presses a button, the platform calls any mobile number and joins that person in. The call never leaves the platform: recording, transcript, timing and statistics continue, and nothing is installed on the recipient's side.
Ownership	Exactly one operator is in charge at any moment, responsible for the summary and the follow-up. Ownership is recorded and passes to a remaining participant if the owner drops out — who is told so.
Internal calls	Operator to operator, without going out to the public network.
Recording & playback	Every call is recorded on the platform, not the operator's machine — which is why it survives transfers, conferences and bridged mobiles. Played in the browser from the call, the timeline or a task; downloaded as audio under the same permissions.

Why the call is anchored. Because both legs terminate on the platform, an AI assistant can join a live conversation, a colleague can be conferenced in, and a technician on a mobile can be bridged in — and the one recording and the one transcript cover all of it.

In-call

A caller who needs a second person — a colleague, a specialist, a partner on a mobile — is never told to hang up and call somewhere else.

11 · Voice

Menus, out-of-hours, language routing and triage.

What happens before an operator answers is a set of configurable front-door behaviours: a keypad menu, an out-of-hours assistant, voicemail where a recorded message is what the organisation wants, and three ways of putting a caller in front of somebody who speaks their language.

Keypad menu

A menu before the queue

A spoken list of options; the caller presses a digit and reaches the group behind it. Keypad tones are captured throughout the call, so a menu also collects a satisfaction score at the end.

Out of hours

An assistant instead of a voicemail box

A conversation producing a task with a name, a reason and a callback time. Voicemail remains available: the recording lands as a task with its audio attached.

Queue & hold audio

Audio uploaded per group

A spoken message, a queue announcement or music — so a roadside line greets callers differently from a reservations line.

Triage line

Emergency and roadside

Answered immediately by the assistant, which establishes what happened, where and what is needed, then connects the caller onward to the right regional partner. Intake, connection and outcome stay on one record.

Language routing — three mechanisms, combined as preferred

Mechanism	How the language is established	What the caller experiences
A number per language	Before anyone answers — the number dialled decides the group.	They dial the English or the local-language line and reach people who speak it.
A first-line question	At the front door, asked by a keypad menu or by the AI assistant.	They state or select their language and are routed accordingly.
Transfer to a colleague	During the call, by the operator — or live translation on the line (page 14).	A warm handover, without having to call again.

Front door

Language routing exists for the operators, not for the AI: the assistant answers in whatever language the caller speaks, so a caller only needs routing when a person has to take over.

12 · Telephony

Keep your numbers. Stay independent.

The recommended way onto the platform is not to port published numbers. One carrier number is taken per country, and the existing published numbers are permanently forwarded onto it. Nothing changes in the organisation's published contact details, and the numbers are pointed somewhere else by changing a forwarding rule rather than by migrating.

1 · Carrier number

One per country

Taken on the platform's carrier, attached to the country's group.

2 · Forward

Published numbers forwarded

Permanently, at the existing operator. Callers dial what they always dialled.

3 · Verify

Caller ID confirmed

An automated call back with a code, once per number, against the organisation's own carrier.

4 · Present

Outbound shows your number

Operators and campaigns dial from the platform, the customer sees the number they know.

5 · Later

Port only if you choose

Porting is a consolidation decision taken after the platform is in use, not before.

Capacity and carrier independence

Inbound

Effectively unlimited

What a caller meets when every line is busy is a policy set per country: a busy tone, continued ringing, a recorded announcement, or the AI assistant.

Outbound

Starts at ten simultaneous calls

Raised on request to whatever the operation needs. Bandwidth per call is small enough that an ordinary office connection is not the limit.

Carrier layer

Interchangeable connections

Each carrier connection declares which capabilities it supports; changing carrier or running more than one is a configuration exercise, not a rebuild.

Testing

No live line needed

A browser-only connection and simulated inbound calls exercise routing, queueing and assistant behaviour before a real number is attached.

Independence

Because the published numbers are never handed over, the organisation can change platform, carrier or technical approach tomorrow — the number stays with its own operator, stable, and is simply pointed elsewhere.

13 · AI on the line

Live transcription, and an assistant that answers when nobody is free.

The conversation is transcribed as it happens, each line attributed to the caller, the operator or the assistant — the foundation of guidance, lookup, summary and translation on the next page. Assistant and human turns appear in one thread, so an operator taking over reads what was already said.

When the assistant engages — per group, per country

Queue depth

More than N callers waiting

Takes the next caller instead of leaving them waiting.

Waiting time

A caller has waited longer than N seconds

Apologises for the wait, asks the reason for the call.

Out of hours

No operators on shift

Every call answered; every one produces a task, not a voicemail.

What it does, and what the caller decides

The caller	What follows
Accepts a callback	The assistant confirms a convenient time. One task appears in the worklist: the caller's own words as title, the assistant's notes, explicit consent, the due time, a link to the recording and transcript.
Prefers to wait	They return to the queue with their original position and waiting time preserved.
Asks for a person	At any point. It gives their queue position or asks when to call back — nobody is kept talking to a machine against their wishes.
Is offered an operator who just came free	It asks whether to put them through and transfers only on agreement; the operator arrives reading the transcript.

What it knows, how it sounds. It is given the organisation's own material per group — services, conditions, procedures, opening hours, what to do in each situation — so it speaks about that organisation, not in generalities — in whatever language the caller uses, without being told which — and always says it is an AI. Four pacing dimensions are tuned on real calls: speaking rate, interruption readiness, end-of-speech sensitivity and answer length.

Two modes

Mode one: operators answer, the assistant steps in when a queue forms or the office is closed. Mode two: it answers first and puts through anyone who asks for a person. The balance is a threshold setting, not a different product.

14 · AI on the line

The operator is guided, not left to remember.

While the conversation runs, the platform recognises what the call is about, finds the matching procedure in the organisation's own library and puts it in front of the operator as a checklist. As each point is covered, the live transcript ticks it off; whatever is still open stays visible until the call ends.

Call type	What the checklist establishes
A collision	Vehicle registration, exact location, injuries, whether the vehicle is drivable, whether the police were called, photographs of the scene, the other party's details.
Roadside assistance	Registration, precise location including road and kilometre marker, whether the caller is safe, warning triangle and vest, tyre change or tow, where the customer needs to get to, what is promised about arrival.

Recognition is reliable across roughly ten well-defined call types rather than a hundred: setting it up means naming the call types that matter and the checklist behind each.

Live lookup

Identifiers spoken aloud

A registration number, a contract number, a name — picked out of the running transcript and looked up in the organisation's system while the call is still going. The asset, the customer and the previous contacts appear without anyone typing.

Live translation

Both directions, on the line

Between any two languages the operation works in — Spanish and English, German and French — with roughly half a second of delay. The caller speaks English, the operator hears Spanish, and back. It covers the vocabulary of ordinary service conversations.

Post-call summary

A few lines, owned by the operator

Who called, about what, what was agreed, what happens next — written in the call's language. The operator corrects, deletes or adds, and only then is it stored and sent onward.

Templates per call type. A roadside summary is required to state the registration, the location and the promise made — "a tow truck was promised" — so the department receiving it reads the same structure every time. The full transcript and the recording remain for anyone who needs the detail.

Two speech-recognition modes. One recognises whichever language is actually spoken, whatever it is; the other is pinned to a known language for higher accuracy on names, addresses and numbers.

Guidance

The knowledge that used to live in the heads of experienced staff is on the screen for everyone, and every call ends with a record the next person can act on.

15 · Written channels

One inbox, the same people, the same records.

WhatsApp and email arrive in a shared inbox, worked by the same operators against the same customer records, tasks and reports as the telephone. A call on Monday and a message on Tuesday are one history, not two systems.

Element	Behaviour
Filters	Needs reply · Waiting on customer · Mine · Resolved · All — plus a channel filter across all, email and WhatsApp.
Claiming	"This one is mine" — an operator takes a conversation so colleagues see it is handled; it is assigned to a named colleague or released back.
Thread state	Explicit, so a supervisor sees what is genuinely outstanding as against what waits on the customer.
Actions	Reply in the thread, create a task from it, resolve, reopen when the customer writes again. Delivery state and timestamps per message.
Duplicates & visibility	The same inbound message delivered twice appears once. An operator sees the conversations of their own groups, as they see their own queues.

Seconds in, seconds back

Inbound messages appear within seconds; a reply lands on the customer's phone. WhatsApp allows a free-text reply only within 24 hours of the customer's last message — the platform shows that window plainly, so an operator knows before writing. One number, or one per country, organised into groups.

Your own Microsoft 365 mailboxes

Incoming mail arrives continuously and replies are sent from the same mailbox, so the customer sees the address they wrote to. One support mailbox or one per country, attached to the corresponding groups.

AI pre-reading and prepared replies. Each inbound message is classified for topic and urgency and summarised before an operator opens it. Straightforward cases become a one-click reply the operator reviews and sends; anything needing a person arrives with structured context — who the customer is, what they asked, what has already happened. Replies leave the platform only when a person sends them.

More channels

WhatsApp and email are the written channels connected today. The same inbox, claiming, tasks and customer linking apply to any channel added as an integration — SMS, web or app chatbots, Telegram, a customer portal or the organisation's own mobile application.

16 · Records

One customer, one timeline, one worklist.

A customer holds several identities — the mobile they call from, a work email, a WhatsApp number. Whichever they use, the platform resolves it to the same customer, shows the match before the operator answers, and asks the operator to choose only when a match is genuinely ambiguous.

CustomerAccount facts read from the organisation's own system: plan, customer since, customer value, open cases, last satisfaction score.

IdentitiesTelephone numbers, email addresses, WhatsApp numbers — one to many.

InteractionsOne chronological timeline, newest first: calls (transcript, summary, recording, guidance record), WhatsApp and email messages, tasks — each showing channel, time, and whether an operator or the assistant handled it.

Consent flagsRecording · WhatsApp contact · marketing contact · AI handling. Shown to the operator during the conversation and honoured when the platform acts.

Unidentified contactsCalls and messages matching nobody go to a worklist where the operator links them, adds the identity, or creates a record — so the customer base stays accurate.

Long histories stay readable. Summaries in place of full entries for older interactions, grouping by day, hiding anything older than a chosen period, and filtering by channel — configurable, and combinable.

Tasks — the unit of follow-up

Property	Behaviour
Where they come from	The assistant after an intake call, an operator during or after a call, a message thread, a customer record, or a campaign call where the person asked to be called back.
What is attached	The customer and their number, the assistant's notes, callback consent, the originating call with its recording and transcript, a due date and time.
Ownership	Claim next takes the oldest due task in the operator's groups; it then belongs to them and leaves everyone else's queue. Two operators cannot claim the same task.
Actions & views	Open the recording, call back in one action, reschedule, resolve, return to queue. Overdue tasks are flagged to operator and supervisor. Views: Queued · Mine · Done.

Worklist

The work queue is an ordered list, not a board: the next thing to do is the oldest due task in the operator's groups, and one action claims it.

17 · Integrations

Read in at the start. Write back at the end.

The platform does not ask an organisation to move anything. It reads what the operator needs when a contact begins and writes back what the rest of the organisation needs when it ends — summaries and contacts, not raw material. Both platforms stay usable at once.

System	Read into the platform	Written back	When
Customer / asset system of record (CRM, booking)	Customer, assets and vehicles, agreements and contracts, previous contacts	New and updated contact identities, customer data, interaction summaries	Read on every contact and on an identifier spoken mid-call; written on operator confirmation
A second internal system used by a downstream department	Optional, at the scope the organisation defines	Contacts and interaction summaries from calls, WhatsApp and email	At the end of each interaction
Microsoft 365 mailboxes	Incoming mail from the support mailboxes	Outgoing replies, from the same mailbox	Continuously
WhatsApp	Incoming messages to the organisation's numbers	Operator replies	Continuously, within WhatsApp's own reply rules
Corporate directory	Who the user is, which groups they belong to	Nothing	At sign-in
Other systems	Whatever an interface is built for	Call, message, task and summary events published outward	On demand, or as events occur

Send summary

One button, one person

The operator reviews and edits the summary, then presses one button. Nothing crosses that a person has not looked at; full transcripts and email threads stay on the platform.

Contact data

No drift between systems

A new telephone number, a corrected email address or a newly created contact is pushed back without anyone remembering to do it.

Single sign-on

Existing corporate accounts

No separate password; removing a corporate account removes access here. Several identity providers at once, with account linking — for organisations running more than one directory.

Integration

The exact field list and the direction of each field is agreed with the organisation as part of setting up — the platform is the intelligent layer between the channels and the systems already in place.

18 · Operations

Everything an administrator configures, set in the browser.

Roles are operator or administrator. Administrative functions are closed to operators and enforced on every request rather than hidden in the interface — as is listening to a recording, downloading audio or reading a transcript outside one's own groups.

Configurable	Form
Operators	Identifier, display name, email, role, group membership by checkbox.
Number groups & numbers	Groups created and named; numbers assigned to a group with a label — what operators see when choosing a caller ID.
AI assistant	On or off per group, queue-depth and waiting-time triggers, out-of-hours answering, the organisation's own material, pacing.
Wrap-up	Seconds after each call, per account, from none up to ten minutes.
Service-level threshold	The seconds within which a call counts as answered on time, and the target below which figures are highlighted.
Comfort, queue and hold audio	Uploaded per group.
Retention	How long recordings and transcripts are kept, and how much longer the summary.
Consent	Which consents are captured, and how the platform behaves when one is refused.
Testing	Simulated inbound calls, exercising routing, queueing and assistant behaviour without a live telephone line.

Supervision

The same live picture

Management sees every group's queue, who is online, who owns which call, and what is outstanding in the inbox and the worklist — from the same screens operators use.

Multi-tenant

Hard account boundary

Operators, groups, numbers, customers, conversations, tasks, campaigns and reports belong to exactly one account, and nothing crosses between accounts.

Administration

Adding a country, a line, an operator or a rule is a change an administrator makes in the browser — not a ticket to a vendor.

19 · Operations

The operation in figures — per country, per operator, per channel.

Every figure is calculated from the platform's own record of what happened, and every metric carries a plain-language definition beside it, so two people reading the same number mean the same thing. Reports are filtered by date preset or range, by number group and by operator.

Waiting

longest 0:48

Answered today

146

missed 4 · abandoned 6

Service level

92%

target 90% · within 30 s

Handled by AI

18%

escalated to a person 31%

Online

7 / 9

LV 3 · LT 2 · EE 1 · FI 1

Wallboard: a large-format view for the contact-centre floor. The organisation chooses which figures appear. Illustrative values.

Group of metrics	Content
Headline	Contacts in the period, share handled by AI, average talk time, share of callers who chose an operator, satisfaction score.
Service & demand	Offered, answered, abandoned and missed; answer rate; average speed of answer; service level against the chosen threshold; average and maximum wait and call duration; current queue depth; calls involving hold; collaborative calls; ownership changes.
Patterns over time	Calls by day, by hour and by day of the week, answered against abandoned; operators online against volume for the same period.
By number group	Offered, answered and abandoned with a high-abandonment flag, wait, service level, talk time and the operators in the group — per group or combined.
By operator	Answered, missed, speed of answer, talk time, share arriving from AI intake, share transferred, full call list — showing where coaching helps rather than ranking people on speed.
Channels, AI, outbound	WhatsApp and email volumes with answer rate, speed and handling time computed over threads; AI share and escalation rate; outbound volumes and campaign outcomes alongside inbound.

Export

Any report is exported to a spreadsheet, and a recent-calls list gives direct access to each call's transcript, summary and recording.

20 · Operations

Campaigns, branches and people with a phone in hand.

Operator calls and AI-led campaigns are one solution from the organisation's point of view: the same numbers, recordings, customer records and reports. And staff at branch counters, rental points and in the field are brought into the same picture without a desk or a headset.

AI-led outbound campaigns

Element	Behaviour
Contact lists & batches	Uploaded with the data each call needs — name, reference, asset — so every conversation is specific. Work is grouped into batches that are started, paused and stopped; calling windows decide when calls may be placed.
Do-not-call & halt	An absolute list honoured without exception, alongside the marketing-consent flag. Calling stops at once, for one batch or for everything.
Outcomes	Each call is classified against outcomes the organisation defines — agreed, refused, no answer, call back later, wrong contact — so a campaign result is a figure. A person who asks to be called later becomes a scheduled task automatically.

Three ways to bring distributed staff in

Phone browser

The workspace on a phone

A branch employee opens the web application, signs in and works as a desk operator does — takes calls, sees the customer, creates tasks. Nothing installed.

Platform calls the mobile

Anyone reachable by number

The operator presses a button, the platform calls the mobile and joins the person in. Recording, transcript, timing and statistics continue — for people outside the organisation too.

Mobile application

Presence and notifications

A small, specific purpose: push notifications when a call or task arrives, and an available / unavailable toggle telling the platform whether to route work to that person.

Distributed staff

Recordings from branch conversations on the same terms as contact-centre ones; answered and missed statistics for locations that otherwise report nothing; a promise made at a branch written down. A call placed directly to a person's own mobile never touches the platform — the availability toggle is what keeps routing honest.

21 · Governance & rollout

Isolation, consent, retention — and a rollout that starts where the value is clearest.

Humans stay in control, every action is on record, and adoption goes capability by capability rather than in one high-risk switch-over. Runs in the EU — hosted by Proof IT or in the organisation's own infrastructure — by an ISO 27001 and 9001 certified organisation; provider events are authenticated, duplicates collapsed, credentials never reach the browser.

Access

Follows the corporate directory

Joining and leaving the organisation is the only place access is granted and removed. Group visibility is enforced on every request — including recordings, audio downloads and transcripts.

Consent

Honoured when the platform acts

A customer who has refused AI handling reaches a person; one who has refused marketing contact is left out of a campaign. Callback consent captured by the assistant travels with the task.

Retention

Audio expires, the record outlives it

Recordings and transcripts are removed automatically after the period the organisation sets; the summary is kept for a longer period of its choosing.

AI processing

Enterprise terms, no training on your data

AI capabilities run under terms in which conversation content is not used to train models. Which capabilities are on is decided per group.

Delivery approach

1 · Describe

Groups, numbers, people

The organisation as number groups; which lines, which countries, which operators.

2 · Connect

Numbers and channels

Forwarding onto carrier numbers, caller-ID verification, WhatsApp and mailboxes attached.

3 · Teach

Procedures and material

The call types that matter, the checklist behind each, what the assistant may say.

4 · Integrate

Read in, write back

Field list and direction agreed; summaries and contacts flowing to the systems of record.

5 · Expand

Thresholds, then more

AI share raised as confidence grows; campaigns, branches and new countries added as groups.

Delivery

Start with people answering and the platform recording, transcribing and reporting; let the assistant take the queue and the night; then widen its share — without re-platforming and without betting the operation on one cut-over.

22 · Next step

The conversation, the customer, the follow-up and the numbers — in one place.

The Proof IT Contact Centre Platform suits organisations that take customer contact by telephone and message, in one country or several, and need every conversation on record, every promise followed up, and every figure available — with AI absorbing the routine load.

Who it is built for

Car rental & mobility

Reservations, roadside, multi-country

Insurance & assistance

Claims intake, assistance lines

Service & repair networks

Bookings, status, callbacks

Logistics & field service

Dispatch, partners on mobiles

Utilities & subscriptions

High-volume support lines

Healthcare & clinics

Appointments, out-of-hours

Retail & e-commerce

Orders, returns, WhatsApp

Outsourced contact centres

Multi-tenant, per-client groups

What the platform gives you

One browser tab is the whole contact centre — nothing installed, nothing to maintain on a desk.

Every call on record: recording, transcript, summary — transfers, conferences and bridged mobiles included.

An assistant that answers when the queue is deep or the office is closed, and hands over with the transcript.

Guided operators: the right checklist, the right customer, the right summary, every time.

Company

Proof IT

Enterprise operational software and applied AI for regulated, high-volume operations.

Get in touch

proofit.digital

Ask for a live demonstration on your own numbers — inbound, the assistant, and an operator taking over mid-call.

Next step

Describe your lines, countries and the ten call types that matter most — and we will show the platform answering them.