During the Christmas holiday period, we follow the tradition of summarizing the year’s achievements. If 2024 was for us the “year of server infrastructure”, this year can be characterized as the “major engine overhaul”. We are proud of the results, and the new year will be dedicated to further equipping our ecosystem with essential modern features of an efficient call center.
Major updates
Updated dialer task management
The new dialer task management form has become more convenient and efficient:
- Quick access — the “Tasks” button is now on the dialer tile;
- Unified panel with filters: date, status, attempts, responsible person, number, timezone – all at your fingertips;
- The default list shows all tasks in the queue;
- Quick actions — adding, canceling, or reopening a task are done in one table.
New tool: Oki-Toki: e-commerce call & chat
This tool allows for creating and configuring a universal widget for the website that includes active communication methods (WebCall, GetCall, Web-Chat), as well as your company’s contacts for other communication methods (email and popular messengers).
- Easy setup and integration: add communication channels and integrate the widget onto your website.
- Personalized interface: customize the widget so it matches the design and brand aesthetically pleasing.
- Instant connection: one click to start a conversation via webcall, getcall, social networks, or email.
If you’re curious, here’s our video review of the tool on YouTube and a corresponding article.
“Whisper mode” (Prompter)
This is a mode for connecting to an active call where the supervisor can give suggestions to the agent without being heard by the client. This mode has temporarily replaced the classic “Monitoring” mode, but will soon become an optional feature.
The prompter is very useful for training newcomers and resolving conflicts during dialogues.
New Ticketing System
We started from scratch to develop the ticketing system, considering all the drawbacks of the old one and clients’ requirements for the new. The new platform offers all the previous functionalities and we are working on extending its capabilities:
- AI consultant with our knowledge base;
- Convenient file uploader and image viewer;
- Call our staff directly within the ticket – with call recording and transcription;
- User-friendly message editor and so on.
New form for reports
For a long time, we have periodically reported on the revamping of various reports (out of 40+ reports, 9 were revised this year, with 8 remaining in the queue). Along with internal redevelopment, we improved the format for interacting with them:
- Removed the interim page with filter preparation;
- Navigation and filter editing are now available directly on the report page;
- Now, when accessing a report, it displays the latest 100 records from newest to oldest — view recent events in 1 click.
Option to personalize the interface – White Label
The solution allows replacing logos and banners, setting up personal signatures, connecting your own domain with an SSL certificate, and corporate mail for system letters. This strengthens the image of outsourcing or internal contact centers, granting access to the system to clients or their own users.
Blog rewrite
Navigation in the blog has been revamped:
- Added a “Popular” block featuring the most sought-after blog publications;
- Improved navigation through categories and article search;
- Revamped the list of found articles — the list has become compact and organized into two columns, simplifying the search for the desired publication.
Other interesting updates
Quotas
The “Quotas” tool in the CRM has undergone numerous minor updates: visual improvements, reporting, notifications on quota completion, notifications of survey inclusion in a quota, etc.
New API methods
Added project management and agent assignment functionalities to queues or dialers. To learn more, check out our API documentation.
News
Service news has evolved into a separate section. Here we announce new blog publications, updates, maintenance works, and service events.
KommoCRM
We have implemented integration with the CRM system. If your company requires integration with another CRM, we are open to all proposals.
Transcription
Added Arabic and Hindi languages for paid transcription. Stay tuned, we are preparing major updates for this product. More on that below.
New call data in the Call Log
A new tab “Agent statuses” has appeared in the call details section. The tab displays a list of agents who were at their station but did not receive a call. In addition to the status itself, the tab includes data on the duration of stay in that status.
Internal works
Server in India
This year, we started experimenting with launching and developing servers in separate countries at the request of clients. So far, they are only used for telephony, but we are working to ensure all call center traffic goes through this server. This will provide the highest connection stability for call centers from various countries. Moreover, due to the server’s specific features, this is a solution for call centers in countries with strict requirements for telephony operations within the country (India, Egypt, Brazil, Uzbekistan, etc.). If you are looking for a similar solution, write to us, we will consider all proposals.
Improving the work of dialers
As part of the ATC core overhaul that we announced a year ago, many deep-seated dialer problems that had been hindering us for a long time were fixed:
- We significantly accelerated the launch of dialers (manually or after restarting the server);
- Fixed issues with slow response to the appearance of a relevant task or a free agent, allowing for faster dialing;
- Increased the potential workload of an individual dialer – up to 15 calls per second, up to 500 lines simultaneously. We expect the corresponding adjustments in the interface;
- Bonus: now you will be able to manage the CPS (Calls Per Second) parameter, which providers usually rely on in their requirements for use. We are preparing the corresponding settings for release.
Cyberattack and learning from mistakes
In November of last year, we were subjected to a harsh attack by “unknown actors”. We have conducted a review and formulated a plan for an updated configuration of the security system and client data protection. Most of the work has been completed; we’re working on the remaining tasks. Most importantly, we are providing reliable data storage for clients to prevent data loss in the future.
Anyone can be hacked (it’s just a matter of matching the required resources to the expected outcome). More importantly, we must ensure that mistakes are not repeated. We won’t repeat ours.
A bit of statistics on our team’s work
- Blog: This year, we released 33 useful articles authored by us, available in 6 languages;
- Support: This year, 2232 tickets were resolved, and the support team welcomed a new member;
- Development solved more than a thousand tasks related to fixing and improving the system.
What we managed to plan
- Artificial Intelligence: We prepared a bot for consultations and a bot for problem-solving in tickets. They were tested throughout the year and will soon be implemented in the ticketing system, Telegram, and other messaging platforms. AI is not intended to replace our support team but, thanks to a vast knowledge base, will be able to consult on basic system issues and related problems;
- Answering machine detection: Infrastructure is prepared. In the nearest future, we expect Whisper — the future platform that at its initial stage will significantly improve the quality of paid transcripts and IVR and, eventually, lead us to detecting answering machines and to other products we are preparing. You’re going to love it;
- Development of CRM towards tasks and sales funnels: We planned to implement this at the beginning of the year but had to postpone the development – the priority was the ATC core for product stability and the ticketing system (read the next item). Despite this, CRM is vital for a holistic ecosystem of a call center, so we will complete the planned next year;
- Work on “Chats” is nearing completion: The main mechanics were elaborated during the development of the new Ticketing System. Chats will no longer be a standalone tool, but that’s good news (read about plans for next year);
- Deployment of a full-fledged Oki-Toki system locally in different countries: The infrastructure for such a task was ready last year. However, implementing this task would have been impossible without significant work on the telephony core and main system components. The “Cyberattack” also provided valuable lessons. We went through the deployment process from beginning to end, identified “bottlenecks,” and are currently automating and simplifying them. Next year, we will be ready for rapid deployment of standard, personalized “boxed solutions” of Oki-Toki.
Plans for 2026
Apart from what we plan to complete from last year’s agenda, our main priorities for this year are identified as:
Work schedule
Deep integration of the WFM system into Oki-Toki functionality: an interactive work schedule for CC (already complete); connecting the tool to queues and dialers; shift management via API; reporting and workload forecasting;
Omnichannel agent workstation
The agent workstation — our main product. We want it to support all popular communication methods, to be “light”, convenient, and accessible. At the beginning of 2026, we plan a beta release of the new agent workstation. Briefly about the innovations:
- The agent workstation will combine in one window “Chats” (the system for processing messages from messengers in a single agent window), Calls (the functionality of the classic agent workstation), and the CRM client profile. Without additional tabs, in a single, convenient space. The design will be lightweight and beautiful (for example, some components are used in the new ticketing system);
- Broad compatibility: The project will support Android, iOS (tablets, smartphones), macOS, Windows, and Linux. Expanding the call center will be easier than ever;
- Decentralization of connection to the server for processing agent statuses: Previously, when connecting to the agent workstation, one of the connections was made to a particular server in Germany. This created network anomalies for operators working in locations far from Germany. Now the operator will be able to connect to the closest server. And if there is no suitable server nearby, we can add one fairly quickly.
AI and voice
We partially touched on this topic above. Without going into specifics, we want to focus on routine tasks of call center employees at all levels – answering machines, OCC, training, consulting on the system’s business logic, and more. Stay tuned, we will be happy to have volunteers to test first.
AI and automation
As part of introducing AI into our work environment, we highly appreciate the efficiency and benefits of the n8n platform. The n8n library has already added our own Oki-Toki “node” with a set of basic API methods. So you can already integrate our API into your own pipelines. We optimize our internal processes and are looking for n8n solutions that will be useful within the system and for you.
The Oki-Toki team wishes everyone a happy upcoming and already arrived New Year holidays! We wish your business to be powered by cool projects, and for cool projects to be destined for success thanks to our service and your unlimited motivation!
