Multi-Client Contact Center Platform — Zoho + Twilio

Project: Discovery through Launch Engagement: Phased engagement with fixed-scope implementation after Discovery Vendor Type: Agency / Established Firm Only We are preparing to launch a multi-client contact center operation and are seeking an experienced agency to design and implement the platform from the ground up using Zoho and Twilio. We want to work with a team that understands contact center, call center, answering-service, and BPO operations - particularly environments where agents support multiple client businesses across voice and digital channels. Strong experience with Twilio Voice/SMS, Zoho Platform, Zoho Desk, Zoho Creator, Deluge, CTI/telephony integrations, APIs, real-time speech-to-text, and multi-client architecture is important. Nothing is currently configured or integrated. Discovery will establish the operating model, technical architecture, integrations, security, reporting, client onboarding, and implementation scope. What We're Building The platform will support omnichannel interaction handling across voice, SMS, email, and live chat, with agents clearly identifying the client they are representing and accessing the correct scripts, handling instructions, and escalation information. Zoho Desk will serve as the primary agent workspace, with Twilio providing the voice and SMS infrastructure. Expected capabilities include: Inbound/outbound calling, IVR, queues, client-specific routing, voicemail, transfers, call recording, and client-specific outbound caller ID SMS, shared email, and live-chat workflows CTI screen pops and interaction history Real-time speech-to-text during live calls, with transcripts visible to agents and linked to the correct interaction afterward Disposition/wrap-up codes and After-Call Work (ACW) Client-specific scripts, FAQs, handling instructions, and escalation paths Strong data separation and role-based access across client accounts Supervisor visibility into queues, service levels, workload, agent activity, and interaction volumes Quality Management (QM) requirements for interaction review, evaluation, and coaching Reporting on Average Handle Time (AHT), ACW, service levels, queue performance, channel volumes, and disposition outcomes Per-client usage and cost attribution for billing reconciliation and cost-to-serve visibility Repeatable client onboarding and provisioning Monitoring, failure handling, and operational readiness Discovery should determine what belongs in the initial MVP launch and what can be introduced later. Client Portal A secure Zoho Creator portal will provide each client with access to its own account activity, including: Call history and answered/missed activity Call recordings and voicemail SMS conversations and replies where enabled Returning missed calls where enabled Search and filtering Account-level analytics and usage reporting The portal is client-facing only and must maintain strict separation between client accounts. It should not expose internal agent workflows, administrative controls, or another client's information. Detailed portal requirements will be provided to shortlisted agencies. Phase 1 - Discovery & Solution Blueprint Discovery should define: Agent and supervisor workflows Omnichannel handling across voice, SMS, email, and live chat Twilio + Zoho Desk telephony/CTI architecture IVR, queues, routing, transfers, voicemail, recording, and caller ID Client identification, screen pops, scripts, and handling information Real-time speech-to-text architecture and in-call transcript requirements Disposition/wrap-up and ACW workflows Multi-client data architecture, roles, and permissions Client onboarding, provisioning, changes, and offboarding Client portal architecture and access controls Reporting, service levels, AHT/ACW, Quality Management, workload, and billable usage requirements Automation, APIs, webhooks, and integration requirements Security, recording/transcript retention, monitoring, fallback/business continuity, and failure handling Launch volumes, concurrency, licensing, platform limits, recurring usage costs, and growth assumptions Usage and cost controls, including per-client attribution and monitoring/alerts Workforce and capacity requirements, including whether WFM capabilities are needed at launch MVP requirements versus future enhancements Technical validation / Proof of Concept (PoC) for higher-risk architecture or integrations where appropriate A PoC should be used selectively to validate critical technical assumptions before the full build rather than prototype the entire platform. Deliverable: A finalized MVP solution blueprint, system architecture, application recommendations, data and permissions model, integration specifications, any required PoC findings, and a fixed-scope implementation plan for review and sign-off. Phase 2 - Build & Validate Configure and integrate the agreed Zoho and Twilio environment across telephony, digital channels, agent workflows, automation, reporting, client portal, and client onboarding. Testing should reflect realistic multi-client contact center scenarios, including: Queue routing, transfers, voicemail, and outbound calling SMS, email, and live-chat workflows Client identification and CTI screen pops Real-time transcription during live calls Disposition/wrap-up and ACW workflows Recordings and portal access Roles, permissions, and client data separation Reporting and usage accuracy Automation, integration failures, monitoring, and fallback behaviour The agency should establish an appropriate development/testing approach so changes can be validated before production deployment. Phase 3 - Launch, Training & Developer Handoff Prepare the operation for production through: User Acceptance Testing (UAT) Agent, supervisor, and administrator training Client portal onboarding materials Reusable training guides and video walkthroughs Operational and technical documentation API, webhook, integration, automation, and custom-code documentation Troubleshooting and failure-response guides Technical walkthrough and handoff to our developer Post-launch stabilization Training materials should support future agent and client onboarding. The technical handoff must enable our developer to maintain, troubleshoot, and safely modify the platform without depending on the original implementation team. This includes appropriate administrative access and ownership of the environments, configurations, integrations, documentation, custom code, Deluge functions, API/webhook details, dependencies, and deployment/testing instructions.