One Contact Centre Solution for Voice, SMS and Cases
360Ground’s Contact Centre Suite gives Ethiopian banks, government agencies and service companies one system for IVR voice menus, call centre agents, SMS follow-up and case tracking. Callers choose options in Amharic or other local languages, agents see who is calling, and every request becomes a ticket with an SLA. The suite builds on the National SMS Gateway we built for the Ministry of Innovation and Technology, used by 300+ government agencies to reach over 10 million citizens, and on the COVID-19 reporting hub integrated with IVR/SMS that we delivered for the Ministry of Health. It runs on-premise or in Ethiopia, with servers, installation and support on one contract.
Top Organizations Trust 360Ground
Our Offerings
IVR Voice Menus
Amharic and local-language menus and prompts
Self-service for status checks and common questions
Agent Desktop & Call Routing
Route calls by skill, language or queue
Caller history and notes on one screen
Call Recording & Quality
Record calls for training and dispute review
Supervisor monitoring and quality scoring
Short-Code & Toll-Free Hotlines
Help to set up a short-code or toll-free line
We work with the operator on number allocation
SMS Follow-Up & Alerts
Automatic SMS after calls and missed calls
Two-way SMS from our own SMS gateway
Omnichannel Tickets
Voice, SMS and web requests in one queue
Unique case IDs and status updates for callers
Bank Contact Centre
Connects to core banking and CRM through APIs
Lines for card blocks, enquiries and complaints
Citizen Hotline & Complaints
SLA-driven case workflows and escalation
Built on our national e-complaint experience
Dashboards, Hosting & Support
Live queue, wait-time and SLA dashboards
On-premise or in-country, with hardware supply
Why 360Ground ?
Tell us your call volumes, number of agents, languages and the systems to connect, and we will size the solution and quote in birr.
Built the National SMS Gateway used by 300+ agencies
IVR/SMS-integrated COVID-19 hub for the Ministry of Health
SLA case tracking proven on the national e-complaint system
Multilingual delivery, proven in 7 languages
Servers, installation and support on one contract
INSA — Accredited for government technology delivery
Case Studies
Every project is a journey, and we measure success by the results our clients achieve. From MVPs that disrupt industries to enterprise solutions that scale globally, these stories show how we transform ideas into market-leading solutions.
An IVR (interactive voice response) system answers calls automatically and plays recorded menus, such as “press 1 for account enquiries”. Callers choose options with their keypad, and the system either gives the answer, for example a request status, or routes the call to the right agent queue. In 360Ground’s Contact Centre Suite the IVR works with the agent desktop, SMS follow-up and case tracking, so no request is lost between channels.
2. How much does a call centre system cost in Ethiopia?
The cost depends on the number of agent seats, call volumes, the number of IVR menus and languages, the systems you need to connect, such as core banking or CRM, and whether you host on-premise or in-country. On-premise set-ups also need servers, telephony equipment and UPS. Share your seats, expected calls per day and integrations, and 360Ground will size the solution and send an itemised quote in birr for software, hardware, installation and support.
3. How do I set up a short-code or toll-free hotline in Ethiopia?
Hotline numbers are allocated by the mobile and fixed-line operators, such as Ethio telecom and Safaricom Ethiopia, within the numbering rules of the Ethiopian Communications Authority. You apply to the operator for a short code or toll-free line, agree the tariff, and then connect the number to your contact centre platform. 360Ground helps you prepare the request, connects the line to the IVR and agent system, and tests call flows before launch.
4. Can the IVR speak Amharic, Afaan Oromo and other languages?
Yes. IVR menus are recorded prompts, so they can be recorded in Amharic, Afaan Oromo, Tigrinya, English or any other language your callers use. Callers pick their language at the start, and calls can be routed to agents who speak it. SMS follow-ups can be sent in the same language. Our multilingual experience includes the national public health emergency portal, which delivered updates in 7 languages.
5. Hosted or on-premise call centre: which is right for us?
On-premise suits banks and government bodies that must keep call recordings and customer data inside their own data centre; it needs servers, telephony equipment and in-house IT support. An in-country hosted set-up is faster to start and suits organisations without a server room. Both use the same features. 360Ground supplies the servers, networking and UPS for on-premise deployments and supports either model on one contract.
6. What are the requirements for a call centre system?
You need a hotline number from the operator, a telephony connection between the operator and your platform, a server or hosted environment, headsets and PCs for agents, and a stable network and power supply. You also need agreed call flows, IVR scripts in your chosen languages, service levels and reporting needs. 360Ground can supply the hardware, record and configure the IVR, integrate your systems and train agents and supervisors.
7. Can the contact centre connect to our core banking or CRM system?
Yes. The suite connects through APIs, so agents can see a caller’s profile and history, and the IVR can answer common requests, such as a request status, without an agent. Cases created from calls can be pushed into your CRM or ticketing system. 360Ground builds mobile banking, CRM and API integration projects, so we design the integration together with your IT and security teams.
8. Can it handle citizen complaints and SLA tracking for a government hotline?
Yes. Calls and SMS can be logged as cases with a unique ID, routed to the responsible office and escalated when SLA deadlines are missed, while callers receive SMS updates. We built the national e-complaint platform for the Civil Service Commission and the Ministry of Innovation and Technology, with SLA-driven workflows, status tracking and oversight dashboards, and the National SMS Gateway used by more than 300 government agencies.
Book a Contact Centre Demo
Tell us your call volumes, number of agents, languages and the systems to connect, and we will size the solution and quote in birr.
