CONFIDENTIAL PROJECT

Multi-Tenant Contact Center & CCaaS Platform

A tenant-isolated contact center platform combining telephony, queues, campaigns, agent management, recordings, supervisor visibility and communication workflows on a scalable FreeSWITCH-based architecture.

FreeSWITCHSIPWebRTCCCaaSSaaSQueuesCampaignsAgent managementCall recordingAnalytics

Confidential client names are omitted. Interfaces are representative product UIs and architecture from systems designed in this practice.

Contact center dashboard with agents, queues, live calls and campaigns

Project overview

A contact-center product had to host many tenants without mixing live calls, agent presence or recordings — and still look like one product.

Business challenge

Suite CCaaS tools are expensive and rigid. A custom stack is only worth it if tenant isolation, campaigns and supervisor live-view are real, not slides.

Solution architecture

FreeSWITCH for media and queues. Application services for campaigns, agent state and recordings. WebRTC agent panels. WebSockets for supervisor boards. Tenant keys on every CDR and recording object.

SIP in, queue, agent, wrap-up, recording, analytics. The LLM or CRM may sit beside this path. They do not replace it.

Multi-Tenant Contact Center & CCaaS Platform
SIP / DIDInbound · outbound
FreeSWITCHQueues · record · transfer
SupervisorLive state
Supervisor screens subscribe to tenant-scoped events only.

Technology stack

FreeSWITCHSIPWebRTCCCaaSSaaSQueuesCampaignsAgent managementCall recordingAnalytics

Key features

Live agent state

Available, talking, wrap-up — per tenant.

Queues and campaigns

Inbound skill queues and outbound pacing.

Recordings + CDR

Retention and access as product policy.

Supervisor visibility

Wallboard without leaking other tenants.

My role

CCaaS architectureQueue designAgent UXRecording policySupervisor realtimeDevOps

Implementation

Built as a product control plane on FreeSWITCH rather than a single-company PBX. Screenshots on this site are representative UIs from that class of platform.

Results / capabilities

  • Multi-tenant queues and campaigns
  • Supervisor live view
  • Recording and CDR as first-class objects

Building something in this class?

Share the workflow, current stack and constraints. The first reply is an architecture-minded review.

Discuss Your Project