Call Center and IVR Software That Runs Your Company's Entire Phone Traffic

The Bink Call Center Platform brings together an interactive voice response system (IVR), a corporate softphone that runs inside the browser, live call monitoring, call recording and transcription, satisfaction surveys and CRM integration in a single infrastructure we built ourselves. It works without an on-premise PBX and without a desk phone — an internet connection is enough.

We are not reselling someone else's package. The IVR engine, the routing logic, the panel interface and the AI layer were developed by Bink Teknoloji, which is why the platform can be genuinely tailored to the way your organisation works.

👉 Talk to us about a call center solution built for your organisation.

What Does Call Center Software Actually Do?

Call center software answers the calls that reach your organisation, delivers them to the right person, and leaves behind a measurable record of every conversation. What separates it from a traditional PBX is that it does not merely transfer a call: it captures why the person called, which menu path they took, who answered, and how the conversation ended.

Core capabilities:

Interactive voice response (IVR) with multi-level menus
Corporate softphone that runs inside the browser
AI-powered voice assistant with speech recognition
Live call monitoring and department routing
Call recording, transcription and automatic conversation summaries
Post-call satisfaction survey and scoring
CRM number matching and instant access to the customer record
Voicemail, business-hours rules and queue management
Outbound calling campaigns
Multi-tenant structure and role-based permissions

A Softphone Built for Your Company: No Desk Phone, a PBX in the Browser

Your agents do not install software and do not need an IP phone on the desk. The softphone runs directly in the browser. An agent who signs in to the panel can receive calls, place calls and transfer them from the same screen.

No installation: Audio is carried over WebRTC inside the browser; nothing is downloaded.
The screen opens when the call arrives: The calling number is looked up in the CRM. If it belongs to a customer or a lead, the name, company and record appear on screen immediately.
Alerts even when the tab is closed: A browser notification reaches the agent even if the panel is not open.
New records created during the call: When an unknown number calls, the agent can create a lead from the same screen while still talking.
Suited to remote work: Office, home and field all serve the same number; extensions are not tied to a location.

The interface, the extension plan and the permission rules can be adapted to your corporate identity. For organisations that ask for it, we also build a softphone carrying your own brand.

IVR: The Voice Response System That Gets Callers to the Right Place

An IVR (Interactive Voice Response) greets and routes the caller. On our platform, IVR flows are built node by node; each node performs one task and the flow can have as many layers as you need.

Available flow steps:

Greeting and announcement: Text-to-speech or studio-recorded announcements.
Menu: Keypad (DTMF), speech, or both together — "press two for technical support", or simply saying "technical support".
Department routing: Sequential, simultaneous or queued ringing, with separate rules for busy and unanswered calls.
Business-hours rule: A different flow outside working hours, at weekends and on public holidays.
Voicemail: Taking a message when nobody is reachable and forwarding it to the right team.
Service call: Connecting to your own systems mid-flow to look up a balance, an order status or an appointment.
Survey: Collecting a satisfaction score at the end of the conversation.

Announcement texts are edited from the panel and take effect on the very next call. You do not have to wait for a technical team to change a menu.

AI-Powered Voice Assistant

A keypad menu is not enough for every organisation. The platform offers an AI-powered assistant layer that lets callers speak in natural sentences.

Speech recognition: What the caller says is transcribed and their intent is understood.
Natural spoken replies: Answers are converted to speech and read out fluently.
It works with your own knowledge: You define your products, services, prices and processes; the assistant answers accordingly.
It hands over to a person: When a topic falls outside the assistant's scope, the call is transferred to the right department.
It can take voice orders: A conversational ordering flow can be built for restaurants and retail; this capability shares its infrastructure with our Selly AI voice ordering software.

The AI layer is optional. You can start with a classic keypad IVR and switch the voice assistant on when you are ready.

Live Call Monitoring: Who, Where, and Why?

Most PBX software produces a report after the conversation is over. On our panel you watch the call while it is still on the line.

Which stage the caller is in: Greeting, menu, queue or conversation?
Which keys they pressed: The path they took through the menu is shown step by step. This reveals why they are calling before the agent even picks up, and it distinguishes the request even when several menu options lead to the same department.
Which extensions are ringing: Whose phone is ringing right now, and who answered the call, is visible live.
How long they have been waiting: Both total time on the line and time in the current step are tracked separately.

For managers this screen shows call load and bottlenecks during the day; for agents it means starting the conversation already informed.

Call Recording, Transcription and Automatic Summaries

Every conversation can be recorded according to your organisation's policy. Recordings are played back from the panel, downloaded and archived.

Audio recording: The whole conversation, and from the IVR stage onward if you wish.
Transcription: Speech is converted to text and becomes searchable.
Automatic summary: The subject and outcome of the conversation are extracted as a short summary.
Topic and tone labels: The heading the call belongs to and its overall tone are marked.

So the answer to "what was discussed with that customer last week" is found without listening to the recording end to end.

Post-Call Satisfaction Survey

The most direct way to measure service quality is to ask the caller. The platform transfers the caller to a satisfaction survey once the conversation ends, and the score is attached to the call record.

While closing the conversation, the agent transfers the caller to the survey with a single button.
The survey score appears next to the relevant conversation in the call history.
Satisfaction can be tracked by agent, by department and by period.

CRM Integration and Outbound Calls

A call center that is disconnected from your customer data loses most of its value. The platform ships integrated with our own CRM panel and can also be connected to your existing systems.

Number matching: The calling number is searched across customer, contact and lead records.
One click to the record: The agent moves from the call screen to the customer card.
Conversation history: Every call is linked to the customer record.
Outbound campaigns: Automatic calls are started for a list you define; answering machines are detected and the flow you designed runs for the people actually reached.

Who Is It For?

Municipalities and public institutions: Multi-department routing, a call center line, citizen request tracking.
Public transport and mobility operators: Voice flows that query card, balance and route information.
Retail and chain brands: Branch routing, order and return lines.
Hotels and hospitality: Reservations, guest requests, multilingual greeting.
Companies providing technical support: Priority customer routing, and processes that require recording and transcription.
Growing SMEs: Businesses that want to look corporate behind a single number while the team works from different places.

Why Bink Teknoloji?

The software is ours: The IVR engine, the panel and the softphone are our own work. Your change request does not depend on a vendor's roadmap.
Integration is routine for us: We are a team that works with payment systems, card infrastructures and field devices; connecting a call center to your existing software is ordinary work here.
Custom development: Flows, screens and reports beyond the standard package are written on request.
Tuned for the language you serve in: Announcements and the AI layer are configured for the language your callers speak, Turkish included.
Gradual rollout: You can start with a single line and a single department and widen the scope as the system settles in.

Frequently Asked Questions

Can we keep our existing number?

Yes. Your corporate landlines and service numbers can be connected to the platform. We handle the coordination with the operator together with you during the porting process.

Do we need to buy PBX hardware?

No. The system runs on the server side and agents connect through the browser. If you prefer, your existing IP phones can also be registered to the same system.

How many agents does it support?

The structure is multi-tenant and designed to scale. The same infrastructure serves a team of a few people and a multi-department call center alike; capacity planning is done according to the size of the organisation.

Where are call recordings kept?

Recordings are stored in an access-restricted area and played back from the panel by authorised users only. Retention periods and access rules are set according to your organisation's policy.

Is the AI layer mandatory?

No. You can start with a classic keypad IVR and enable the voice assistant later.

Does it connect to our existing CRM?

It works integrated with our own CRM panel. If you use a different system, we build the integration through service calls.

A Call Center Designed Around Your Organisation

Every organisation's phone traffic is different. How many layers the menu should have, who a call should reach first, what happens outside working hours, which conversations should be recorded — these are decided according to your process.

Let us listen to your current setup and work out the right flow together.

👉 Get in touch about our call center and IVR solution.

Call Center, IVR and Cloud PBX Software