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Dhofar Municipality: Sahalah AI-powered cloud call center

A 3CX call center on Oman Data Park, connected to WhatsApp, SMS, email, a ticketing system, and Sahalah AI for 24/7 citizen service.

At a glance

Client
Dhofar Municipality
Sector
Government / Municipal services
Location
Salalah, Oman
Year
May 2025
Duration
1 year
Solution
AI-powered cloud call center
Scale
30+ agents · 1,000 calls/month
Services
Consulting · Implementation · Support
24/7
automated client support
4
channels - voice, WhatsApp, SMS, email
30+
remote agents
1,000
calls handled per month

01  The challenge

Dhofar Municipality needed one platform where citizens could send their requests by phone, SMS, WhatsApp, or email.

Every request had to be tracked from registration to resolution, across multiple departments and entities, in a single system.

The platform also had to run in the cloud, so remote staff could work from anywhere.

02  Our solution

MTS deployed a 3CX unified communications system on the Oman Data Park cloud and built a full call center around it, connecting voice, messaging, AI, and the municipality's own business systems.

01  CONSULTING
Designed the cloud architecture, software systems, and call flows, plus the plan for integrating the connected entities.
02  IMPLEMENTATION
Deployed 3CX and Sahalah AI, an ERP platform with built-in AI, on Oman Data Park; built call routing, recording, and remote agents; integrated WhatsApp, SMS, email, AI, and the ticketing system.
03  SUPPORT
24/7 ongoing support and multiple training sessions for agents and IT staff.
Cloud deployment
3CX hosted on the Oman Data Park platform for 24/7 accessibility and high reliability.
Advanced call center
Smart call routing, call recording, and remote agents working through the 3CX soft client.
Omnichannel integration
WhatsApp, SMS, and email connected to the call center, so citizens can reach the municipality on the channel they prefer.
Automation with AI
Sahalah AI, the ticketing system, and the municipality's contracting system integrated to deliver 24/7 automated support and end-to-end task management.

03  The results

  • ✓ Citizens can reach the municipality 24/7 through automated support.
  • ✓ Voice, WhatsApp, SMS, and email handled from one call center.
  • ✓ Agents can work remotely through the 3CX soft client.
  • ✓ Requests flow from the call center into the ticketing and contracting systems for end-to-end tracking.
Technologies
3CX Oman Data Park cloud 3CX soft client WhatsApp SMS Email Ticketing system integration Sahalah AI

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