Our team was challenged to create a cloud-based, multi-platform (web and mobile) application that any organization could deploy quickly.

Our initial work with Calleebree started in 2016, before cloud computing became intrinsic in our daily lives. Our team began by stepping back and conducting several rounds of user and technical research on local contact centers to learn their major pain points and challenges from infrastructure, operations, and user experience standpoints.

We designed and built a prototype mobile application based on our initial research to assess its feasibility and usability. By partnering with a local contact center in Lisbon, we assembled a small user group of agents to test and validate various product iterations and work side-by-side with our design and engineering teams.

As we pursued design and engineering updates throughout all product iterations, the entire infrastructure matured into a software-as-a-service solution built on the cloud with several custom microservices and third-party integrations (e.g., VoIP, SIP, CRM, reporting, lead management/enrichment). This enabled corporations and small businesses to deploy their contact center operations in minutes.