Call Centre Design & Setup Project

The client wanted Vibrant to setup and install a network and complete call centre with ACD agents and Wall Board setup. 
The Task
A Walsall based organisation approached Vibrant Networks to design, build and deploy a complete call centre within a brand new premises.

The objective was to create a reliable, scalable call centre environment to contact existing customers and offer mobile phone upgrades, requiring a robust IT infrastructure, secure network, and fully integrated telephony solution.

Vibrant Networks were responsible for the end‑to‑end delivery, including IT infrastructure design, network installation, and call centre telephony. Working closely with designers and builders, we ensured the technology aligned precisely with the building layout and operational requirements.

Our team designed the server network, office layout and call centre telephone systems, before carrying out all cabling, electrical work and system installation, delivering a true turnkey call centre solution.

The Tech: 
  • HP ProLiant Servers
  • HP Pro Curve Switches with Power Over Ethernet
  • APC UPS
  • Microsoft Small Business Server 2011
  • Lenovo and Fujitsu Desktop PCs with SSDs with Windows 7 Pro
  • Microsoft office 2010
  • Trend Micro Worry free Small Business Edition
  • Cyberoam Firewall
  • NEC Telephone system SV8100 with 20 users, call centre
  • Wall board NEC Call Centre Software
  • Fujitsu Call Recording Server
  • Sales force CRM with integration in to NEC telephone system

The Implementation:
Phase One: Network & Security Foundation
All CAT5 network points were tested to ensure full connectivity. Servers and network switches were installed, and a secure domain environment was created for users.

To protect the network and control internet usage, Trend Micro Anti‑Virus and a Cyberoam Firewall were deployed.

Phase Two: Telephony & Call Management
The NEC telephone system was installed and configured, with PBX users, call manager consoles and PC integration.

This enabled call monitoring, screen pop functionality and one click dial, essential features for an efficient call centre operation.

Phase Three: CRM Integration & Compliance
Salesforce CRM was fully integrated with the telephone system, allowing operators to:
  • Update customer records in real time
  • Use click‑to‑dial functionality
  • Automatically identify incoming calls via screen pop
  • Record calls to support PCI compliance
This ensured both operational efficiency and regulatory compliance.
The Result
This project supported the launch of an entirely new revenue stream for the organisation. Having never previously operated a call centre, the business successfully diversified into outbound sales. As a direct result:
  • Hundreds of mobile phone contracts are now sold
  • 20 new jobs were created
  • The call centre operates six days per week
  • A scalable IT and telephony platform supports future growth
Why Vibrant Networks
With over 20 years’ experience, Vibrant Networks delivers IT infrastructure, network design, cyber security and telephony solutions for organisations across Walsall, Birmingham and the wider West Midlands.

From single site projects to complex, multi discipline deployments, we provide secure, end‑to‑end solutions that enable businesses to grow with confidence.

For more information on this type of project, or if you would like to discuss you network or call centre installation please feel free to contact us or call us on (01922) 612387.