Twilio Call Centre Platform -
60% Cost Saving, 10k+ Calls/month
A US customer support company was handling 10,000+ calls a month on a basic phone system with no tracking, no tickets and no analytics. Built a full Twilio-powered call centre platform with dynamic routing, real-time dashboards and automatic ticket creation.
The Brief
A US customer support company was processing 10,000+ calls per month through a basic phone system. Agents manually logged every call, there was no routing intelligence, no analytics, and international calling costs were extremely high all calls were billed at standard carrier rates with no optimisation.
They needed a full Twilio-powered call centre with automatic ticket creation, skill-based routing, a real-time supervisor dashboard, and an outgoing preview dialler all in one platform.
"Our agents are spending 40% of their time on admin logging calls, finding tickets, updating statuses. And our phone bill is out of control. We need a system that does the admin automatically and routes calls intelligently."
What Made This Hard
Real-time reliability was non-negotiable if the routing system went down, calls would be missed. The ticket engine had to handle high concurrency: multiple calls ending simultaneously, each creating a ticket, updating CRM records and triggering follow-up workflows.
The supervisor dashboard needed to show live data not data refreshed every 30 seconds, but genuinely live: call in progress, agent status, queue depth. This required WebSocket infrastructure running alongside the Twilio webhook handlers.
Project Phases
Provisioned Twilio phone numbers and built the TwiML routing engine in Laravel. Incoming calls are evaluated against agent availability, skill tags and current queue depth then routed to the best available agent. Fallback to voicemail if no agents available, with email notification to supervisor.
Every call inbound and outbound automatically creates a ticket in the system when it connects. The ticket captures caller ID, agent assigned, call duration, recording URL and any notes the agent adds during the call. Tickets are linked to contact records; if the caller is a known contact, their history appears instantly.
Built a WebSocket server (Laravel Broadcasting + Redis) that pushes live updates to the supervisor dashboard. Supervisors see: calls in progress, queue depth, agent status (available/busy/wrap-up), average handle time and call volume by hour. Built on React with live-updating charts.
Built a preview dialler agents see the contact record before clicking to dial, reducing wrong-number calls. After calls, agents can trigger SMS follow-ups with one click (confirmation messages, appointment reminders, callback confirmations). All outbound calls routed via Twilio's low-cost routing to save on international rates.
Built a reporting module daily, weekly and monthly call volume, agent performance, first-call resolution rates. Exported as PDF/CSV. Load tested with simulated concurrent calls. Deployed on AWS with auto-scaling. Trained 3 supervisor staff. Handed over with full documentation.
Tech Stack
The Results
The platform eliminated manual call logging entirely agents now spend their time on calls, not admin. The routing intelligence dramatically reduced mis-routed calls and the cost savings from Twilio's optimised routing vs the previous carrier were immediate.