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Contact Center / SaaS Web / API
VoiceDesk AI — Multi-Tenant AI Call-Center Project

Turn manual phone reception into a platform where AI responds and SV monitors live.

Contact-center operator — PBX connection → AI voice analysis → real-time transfer control, integrated into a single SaaS platform. Multi-tenant isolation serves multiple customers at once. Four roles — Operator, SV, Operations Manager, System Administrator — operate from one admin console.

4
User roles
OP · SV · OM · SM
Real-time
Call monitoring
WebSocket live transcription
Multi-tenant
Customer-isolation architecture
Fully isolated per tenant
Challenge
Before

Manual phone reception couldn't keep up with surging call counts, SV couldn't grasp call status in real time, and mixed customer data became an operational risk.

  • Absorb surging call volume with AI
    Hundreds of cases per person daily
  • Let SV monitor every call in real time
    Anomaly detection is after-the-fact
  • Fully isolate data per customer
    Multiple customers mixed in one DB
  • Apply transfer rules instantly
    Config change → days to apply
Solution
After

Built a multi-tenant API on FastAPI + Cosmos DB + Redis; four roles operate concurrently via a Next.js web UI and WebSocket. AI voice analysis answers calls automatically, force-transferring to SV when needed.

OP Operator SV Supervisor OM Operations Manager SM System Administrator VoiceDesk Core FastAPI · Python 3.11 Cosmos DB multi-tenant Redis · WebSocket JWT auth · 4 roles Next.js · shadcn/ui Real-time streaming PBX connection Telephony integration AI voice analysis Real-time transcription Tenant management Customer isolation Customer isolation Real-time monitoring Auto-transfer 4 roles on one platform
voicedesk.example.jp
VoiceDesk Inquiry list · real-time LIVE Inquiry #2026-0481 Company A · 03:24 elapsed · AI responding Monitor Inquiry #2026-0480 Company B · 01:12 elapsed · Transferring to SV Details Inquiry #2026-0479 Company C · Completed · AI handled solo 02:48 Record Calls today 128 AI solo completion 73% SV intervention rate 27%
SV Dashboard — Inquiry List (real-time)
Tech stack Next.js FastAPI Cosmos DB Redis · WebSocket JWT · Multi-tenant
12months
60person-months
Considering adopting it at your company? → info@amela.vn