Features/Call center
Call Center Portal

Handle every incoming call in one place

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 for any request
Built for speed
Full proof of every action
Talk to an expert See how it works
Inside a live call
1
Call comes in
The Call Center opens with the search field already active — no navigation needed
2
Find the client or object
Type a name or address (Alt+O); matching results appear instantly while you stay on the call
3
See the full history
Every previous task for this client or object — before you ask a single question
4
Create & submit
Continue an existing work order or create a new one, send with Alt+S; field workers get a push notification immediately after submit
5
Track to closed
Status moves Opened → In progress → Closed, every step timestamped
No calling the field to double-check. The task reaches the right worker on submit and its status updates in real time — the operator sees progress without picking up the phone.
Who it's for

Built for service organisations

Alicenta Call Center is built for organisations that handle large volumes of service requests and coordinate field staff.

Facility Management
Property maintenance
Technical maintenance
Security Services
Field Service organisations
One interface

One screen for every incoming request

Most dispatch tools are built for a single use case — alarm response. Alicenta handles any request your organisation defines, through the same interface and the same structured flow. No switching between an alarm tool, a work-order tool and a history tool mid-call.

Universal call handling

Alarm response, property duty, technical fault, service request or routine call — all handled in one place instead of several tools.

Instant client history

Every previous task linked to the client or object appears the moment you search — dates, types, statuses and who handled them.

Keyboard-first design

Alt+O to search, Alt+S to submit, Alt+X to cancel. The full workflow runs without touching the mouse.

Structured task forms

Continue an existing work order or create a new one with configurable fields per request type: issue, description, reporter, address, timestamp. Consistent data — nothing important gets missed.

Instant mobile notification

On submit, the task reaches the right worker or team automatically and field workers get a push notification straight away. No manual handoff, no separate phone call.

Real-time status tracking

Opened → In progress → Closed, updated live and visible to the operator without calling the field to check.

Beyond the call

Control, history and reporting — without the admin work

Everything created in the Call Center flows into the rest of Alicenta automatically, so managers and clients get what they need without anyone rebuilding it after the shift.

Dispatcher role

A dedicated role with rights set per entity — list, read, edit, create, export. Operators see only what is relevant to them.

Order history

Every task in one filterable log — by date, client, object, status or assigned user. Find any task in seconds.

Automated reports

Schedule report delivery by email — daily, weekly or custom. Clients and managers receive them without asking.

Configuration, not development

Admins configure entities, order types, forms, workflow stages and access rights — changes apply instantly across the Call Center, mobile app and platform. No software development.

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

Features Overview

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