Features/Call center
Call Center Portal

Handle every incoming call. Document everything. Prove every action.

The Alicenta Call Center is a dedicated dispatcher interface built for speed and structure. Unlike alarm-only dispatch tools, it handles any type of incoming request — alarm response, property duty (fastighetsjour), technical fault, service request, or routine call — within a single interface.

One interface
Any request
Full documentation
Book a demo See how it works
How it works — step by step
1
Call comes in
The operator opens the Call Center interface. The search field is immediately active — no navigation required.
2
Find the client or object
Type a name or address. The system returns matching results instantly. Keyboard shortcut: Alt+O. The operator stays on the call.
3
See the full history
Before asking a single question, the operator sees all previous tasks linked to this client or object — dates, types, statuses, who handled them. Full context, immediately.
4
Create the task
Select the task type (single order, continuous routine, or daily routine). Fill in the structured form: issue type, description, reporter name, address, apartment number, phone, timestamp.
5
Submit
Alt+S to submit. The task is recorded in the system and immediately assigned to the relevant field worker or team. The operator can confirm it was received without making a call.
6
Track the status
The task status updates in real time: Opened → In progress → Closed. The operator sees progress without calling the field. Everything is timestamped and logged.
One interface. Any request. Full documentation. The operator never needs to leave the Call Center to handle a call — from search to task creation to confirmation, everything happens in one place.
About Alicenta

One unified system for service-intensive operations

Alicenta is a modern, cloud-based operational management platform that centralizes case management, work orders, patrol systems, reporting, and communication into one unified system. It is not a security-only tool — it is a flexible platform that can be configured for any service-intensive operation, from alarm centrals and facility management to field service and maintenance teams. The Call Center module is one of several integrated components designed to give operators full control over incoming requests from the first ring to the final report.

The problem

The problem operators face every day

Switching between systems mid-call

Operators juggle multiple tools — one for alarms, one for work orders, one for history. Every switch costs time and focus.

No client history at the moment of the call

When the phone rings, the operator has no immediate context. Who is this client? What happened last time? They have to search — while the caller waits.

No confirmation that a task reached the field

A task is created and... then what? Without confirmation, operators call the field to check. That is double the work.

No proof that work was done

When a client asks “what did you do at 3am?” there is no structured answer. Notes are missing, timestamps are wrong, or the data is in a different system.

Reports built manually after the shift

Operators fill in spreadsheets or paper forms after the fact. Data is incomplete, delayed, and unreliable.

One system for security, another for everything else

Alarm dispatch tools only handle alarms. Any other request — maintenance, property duty, technical fault — requires a different tool or a phone call.

What is the Call Center

One interface for any type of incoming request

The Alicenta Call Center is a dedicated dispatcher interface built for speed and structure. Unlike alarm-only dispatch tools, it handles any type of incoming request — alarm response, property duty (fastighetsjour), technical fault, service request, or routine call — within a single interface.

One interface. Any request. Full documentation.

The operator never needs to leave the Call Center to handle a call — from search to task creation to confirmation, everything happens in one place.

Built for speed

Keyboard-first, because every second matters

Every second matters during an active call. The Call Center is designed keyboard-first — operators handle the full workflow without touching the mouse.

Alt+O
Search for client or object
Alt+S
Submit the task
Alt+X
Cancel / discard changes
Access control

Dispatcher role and access control

Access to the Call Center is managed through Alicenta's role-based permission system. The Dispatcher role is a dedicated category with precisely defined rights — what the operator can see, create, and modify.

  • The Dispatcher role is configured by the administrator — no technical skills required
  • Permissions are set per entity: List, Read, Edit, Delete, Create, Export
  • A dispatcher sees only what is relevant to their work — no access to unrelated modules
  • All actions are logged against the specific user — full accountability
Flexible configuration

Any entity can be made searchable in the Call Center

Most dispatch tools are built for one use case: alarm response. Alicenta is different. Any entity in the system can be made searchable in the Call Center — meaning the operator can handle any type of incoming request through the same interface.

  • Security alarm response
  • Property duty and fault reports (fastighetsjour)
  • Technical service calls
  • Maintenance requests
  • Municipal service operations
  • Any custom workflow the organization defines
Task forms are fully customizable. Fields can be text, number, selection, date/time, images, attachments, or geo position. The form adapts to the operation — not the other way around.
Accountability

Proving that work was done

Every task created in the Call Center is permanently stored with full context. When a client asks “what happened at 3am on Tuesday?”, the answer is available in seconds.

What is loggedWhy it matters
Who created the task and whenFull accountability — no ambiguity about who handled the call
Which client or object it relates toInstant context for any follow-up query
Task type, description, reporter detailsStructured data — not a free-text note that gets lost
Who it was assigned toClear responsibility
Status changes with timestampsReal-time proof of progress from Opened to Closed
Who closed it and whenComplete audit trail for every task
Order history

Order history — full operational log

All tasks created from the Call Center are visible in Order History. Operators and managers can filter, search, and export the complete record of all activity.

  • Filter by date range, client, object, status, or assigned user
  • Sort by any column — find any task in seconds
  • Export data for client reporting or internal review
  • Historical data is always available — no expiry, no deletion
Reporting

Automated reporting and export

Alicenta removes the need for manual reporting after every shift. Data flows automatically.

  • Export operational data directly from Order History
  • Subscriptions: configure automatic report delivery by email — daily, weekly, or custom schedule
  • Clients and managers receive structured reports without requesting them
  • PDF templates with AcroForm fields can be configured for standardized output documents
Feature overview

Everything the Call Center gives operators

FeatureFunctionalityBenefit
Universal call handlingHandle any request type — alarm, fault, service, routine — in one interfaceOne system replaces multiple tools. Operators work faster.
Instant client historySee all previous tasks for the client or object before asking a questionFull context at the start of every call. No searching, no waiting.
Keyboard-first designAlt+O, Alt+S, Alt+X — complete workflow without using the mouseFaster handling under pressure. Fewer errors during live calls.
Structured task formsConfigurable fields per task type — issue, description, reporter, timestampConsistent data quality. Nothing important gets missed.
Immediate field assignmentTask goes to field worker automatically upon submitNo manual handoff. Response starts immediately.
Real-time status trackingStatus updates from Opened to Closed — visible to operator without calling fieldNo double-checking. Operator knows what is happening.
Dispatcher role & permissionsDedicated role with configurable access per entity and featureRight people see the right things. Full accountability.
Proof of every actionFull audit log: who, what, when, assigned to whom, when closedAnswer any client query in seconds. Disputes resolved with data.
Order History & exportFilterable log of all tasks with export capabilityOperational transparency. Client reporting without manual work.
Automated report deliverySubscriptions: scheduled reports sent automatically by emailZero admin effort for recurring reporting.

See Alicenta in action

Book a 30-minute demo and walk through the Call Center with your own scenario.

Book a demo