Zangezor Contact Center Solution: Unifying
Customer Communication
A homegrown contact center solution that transforms how organizations manage customer interactions across channels.
A homegrown contact center solution that transforms how organizations manage customer interactions across channels.
In an era where organizations manage customer interactions across multiple digital channels, Team Solutions developed Zangezor — an advanced contact center platform designed to unify calls, emails, and social media messages in a single interface.
The solution was built in Armenia, combining international best practices with the local expertise of Team Solutions in e-governance and enterprise software development.
Zangezor Contact Center solution was initially designed for the internal use of Team
Telecom Armenia.
At that time, Telecom Armenia was using a different system, but the goal was clear — to develop a locally built solution that could compete with leading international platforms and offer adaptability to Armenian business realities.
The result was Zangezor — a fully integrated, omnichannel contact center platform that enables companies to manage all customer interactions — calls, emails, and social media messages (Facebook, Instagram, WhatsApp, Telegram) — from one unified dashboard.
Since its initial implementation, Zangezor has evolved into a powerful, AI-enabled system that can be customized for telecom, banking, government, and enterprise sectors, providing organizations with a competitive alternative to global products while ensuring data security, localization, and integration flexibility.
Many businesses and public institutions operate fragmented communication systems — phone lines separate from email support and social channels.
This results in longer response times, inconsistent service quality, and data gaps across departments.
Organizations needed an integrated, intelligent tool to:
Centralize customer communication
Automate call and message routing
Improve agent efficiency
Provide real-time analytics for decision-making
Zangezor Contact Center solution enables companies to manage all customer interactions — calls, emails, and messages from platforms like Facebook, Instagram, WhatsApp, and Telegram — from one unified dashboard.
The platform seamlessly integrates with both internal CRMs and external tools such as Mulberry and Jira, ensuring smooth workflow automation. It can also be customized to connect with client-specific systems upon request, offering full flexibility and compatibility with existing infrastructures.
Its modular architecture allows customization for various sectors — banking, government, telecom, and utilities — adapting to any business process.
Distributes calls based on agent skills, availability, and previous interactions.
Reduces wait times and ensures balanced workloads.
Monitor KPIs, call volume, resolution rates, and agent performance.
Voice-to-text transcription, text-to-speech assistance, and call analytics for smarter decision-making.
Includes spy calls, whisper coaching, and call barging for live quality management.
Combines voice, email, and social messages into a unified experience.
Logs every call in the CRM and triggers related actions within internal workflow or ticketing systems, streamlining post-call processes and maintaining complete operational traceability.
Today, Zangezor is successfully implemented in both public and private institutions, including the Office of the Prime Minister of Armenia, the Ministry of Finance, the Migration and Citizenship Service, Ameriabank, and Ararat Bank.
The solution has helped Team Telecom Armenia achieve significant improvements in efficiency, responsiveness, and service quality:
The intelligent call distribution system routes calls to the most suitable agent based on skills and availability, minimizing waiting time and improving response speed.
Agents can instantly view the full history of a customer’s previous calls and requests in a single interface, allowing them to analyze past interactions quickly and avoid unnecessary back-and-forth questions.
Seamless integration with internal and external systems enables automatic customer identification before the call, reducing average call handling time by eliminating repeated verification steps.
Supervisors can listen to live calls and provide real-time guidance to agents during complex situations. This capability shortens customer hold times and ensures consistent, high-quality service delivery.
The platform’s flexible integration and analytics capabilities have made it a trusted tool for managing large-scale, high-volume communication infrastructures.
Zangezor’s architecture supports:
Integration with voice gateways and
CRM systems
Secure data
storage
Real-time dashboards accessible from
desktop and web application
Zangezor continues expanding — including chatbot integrations, multi-language support.
Company