ACENTCOMACENTCOM

AcentCom runs a sales operation, a real estate business and a hospitality business, each with its own users, data and obligations, all on one platform.

When screens started disagreeing about the same totals, the team went to production for the answer instead of to the screens. Five role reports from daily operators were read against the live database before anything changed.

The dialler issues its own user ids for every location, so 1,836 calls had to be matched back to the people on the roster.

Three businesses, three sets of rules: every table has to keep them apart without a single shared row.

A dialler with its own ids that never match the roster on their own.

An audit trail that has to hold up: once written, it cannot be edited or deleted.

Tenancy enforced in the database, not configured on screens: three tenants, a many-to-many membership model, a seventeen-role enum and row level security on every table.

An append-only audit trail. Triggers refuse updates and deletes, so no row can be quietly corrected after the fact.

Round-robin lead routing against capacity per person, service-level breaches visible on the roster, and two-sided revenue attribution: setters get qualified and booked, closers get won and revenue.

An operator control room: a health panel checking every connected system, and AI workers as records with calls and connect rate credited to the worker that handled them.

Once each caller was mapped to a real person by exact email, calls credited to a person went from 10% to 76% between the morning and the evening of the same day.

The platform is live in production, with 250 of 250 automated tests passing.