3CX, PBX, IVR & routing
Queues, skills, schedules, trunks, failover and call journeys engineered for the way your teams work.
Complete call-centre platform · Dubai
Not another PBX. Your complete customer-operations system.
VOIPBIRD combines telephony, native CRM and ticketing, dispositions, recordings, live dashboards, Power-BI-style intelligence, AI automation and UAE DNCR workflows in one connected SophoDesk environment.
ONE workspaceLIVE operational dataNATIVE ticketing
Meet SofiYour SophoDesk platform guide
01 3CX + PBX
02 CRM
03 Native Ticketing
04 Live BI
PBX & IVRCRMNative TicketingDispositionsRecordingLive DashboardsCustom BIAI AutomationDNCRAPIs
01 Beyond telephony
A PBX handles calls. We engineer everything around them.
Your customer journey does not begin and end with a dial tone. It includes the customer record, why they called, who owns the next action, what was promised, whether the ticket met its SLA and what management can learn from the result.
SophoDesk brings those layers into one operational system, designed around your actual queues, teams, campaigns, policies and reporting requirements.
Campaigns & auto diallers
Predictive, progressive and power dialling with controlled lists, outcomes and follow-up actions.
Built-in CRM
Customer history, notes, activity, appointments and ownership available within the agent workspace.
Ticketing & SLA management
Create a ticket from any call, assign ownership, set priority and SLA, escalate, resolve and report—without leaving SophoDesk.
Dispositions & next actions
Make every outcome structured, searchable and connected to callbacks, tickets and customer follow-up.
Recording, search & QA
Find conversations quickly, play and download recordings, score quality and link evidence to the case.
Live dashboards & wallboards
See agents, queues, service levels, abandoned calls, tickets and exceptions as work happens.
Custom BI & management reporting
Power-BI-style views that blend voice, CRM, ticketing, campaign and compliance data around your KPIs.
AI & workflow automation
Automate summaries, classifications, routing, reminders, alerts and next-best actions across the operation.
UAE DNCR workflows
Screening, suppression, audit visibility and operational controls built into outbound processes.
Integrations & APIs
Connect ERP, websites, messaging, databases and specialist applications without fragmenting the agent view.
Alerts, roles & audit trails
Role-based access, live exceptions, workflow ownership and traceability for accountable operations.
02 The SophoDesk advantage
Replace the software maze with one connected workspace.
Agents work faster because the customer, call, outcome, recording and ticket stay together. Managers see one version of the truth.
Calls, agents, queues, tickets, service levels and exceptions brought into a focused live view.
01 · CONTROL ROOM
One operational picture
NATIVE · NOT BOLTED ON
A call can become a managed ticket in one action.
CALLCRMTICKETSLARESOLUTION
The recording, caller, disposition, notes, owner, priority and timeline remain connected from first contact to closure.
ONE LOGINVoice · CRM · Tickets · BI
ONE DATA LAYERNo conflicting spreadsheets
03 Operational intelligence
Your operation creates the data. SophoDesk turns it into decisions.
We build an intelligence layer around the questions your management team actually asks—not a generic report pack.
3CX & callsNative CRMNative ticketsCampaignsDNCRExternal APIs
SOPHODESKINTELLIGENCE
LAYER
LAYER
Executive dashboardsLive wallboardsAgent scorecardsSLA alertsScheduled reportsCustom exports
Cross-system KPIs
Compare calls, dispositions, ticket resolution, agent activity and campaign outcomes in the same view.
Multiple custom dashboards
Create dedicated views for operations, sales, support, quality, compliance and executive leadership.
Alerts & automations
Trigger notifications, tickets, callbacks and workflow actions when thresholds or exceptions occur.
04 One continuous workflow
From first ring to resolution, nothing gets lost between systems.
SophoDesk keeps the context alive as work moves from conversation to ownership, service and reporting.
Voice, campaign or connected channel.
→
Customer history, open work and relevant data.
→
Disposition, note, callback or native ticket.
→
SLA, ownership, automation and escalation.
→
Live outcome, quality and performance data.
05 Complete implementation
One accountable team from architecture to optimisation.
We configure the technology and the operating model together, then keep improving it after go-live.
Discover
Journeys, teams, systems, data and goals.
Architect
Voice, workflow, security and reporting design.
Build
SophoDesk modules, dashboards and automations.
Integrate
Trunks, channels, APIs and existing systems.
Validate
Testing, training, migration and controlled go-live.
Optimise
Support, measurement and continuous improvement.
READY TO REPLACE THE SOFTWARE MAZE?
Build one powerful call-centre platform around your business.
Tell us how your calls, customers, tickets and data work today. We will map the connected SophoDesk environment that should replace them.