Contents: Benefits | FAQs | Customer Case Study | Request a Demo
For organizations that rely heavily on phone contact with customers, being reachable is no minor matter. Customers call when it really matters, and they expect someone who can handle the call effectively to answer.
But many organizations still use outdated systems that are no longer designed for that. Employees working from home are hard to reach. Calls come in to an empty desk, get routed to the wrong person, or go unanswered without anyone noticing. The employee who does answer has to start each conversation from scratch, without any context or customer history.
This is especially true when sensitive information is involved, such as in healthcare, financial services, or government. But even outside those sectors, the same principle applies: a missed call is a missed opportunity.
For more than 15 years, we’ve been helping organizations set up reliable, flexible, and future-proof customer contact systems. Phone System is Pegamento’s proprietary platform. It is a complete cloud-based telephony solution that runs on open standards, is built on the open-source software Asterisk, and operates without physical PBX systems or heavy IT infrastructure.
Whether you’re calling from the office, home, or on the go, you’re always reachable with a clear connection. And as a manager, you have a complete overview of all calls and your team’s availability at all times.
Kindergarden is one of the largest childcare organizations in the Netherlands, with 72 locations and over 2,100 employees. As a large organization with extensive customer contact, Kindergarden encountered a familiar problem that many organizations struggle with. Customer information was scattered across multiple systems, and the phone system offered employees little guidance. There was virtually no visibility into who was available, transferring calls was difficult, and call queues were not visible.
Meanwhile, parents’ expectations continued to rise.
Together with Pegamento, Kindergarden implemented Phone System as the core of a new telephony environment, combined with Sprinklr for omnichannel customer engagement and an integration with Salesforce CRM.
"Sprinklr, combined with Phone System, has been a game-changer for us. Thanks to our partnership with Pegamento, we’ve not only professionalized our customer relations department but also taken the entire customer experience to the next level. Our employees can now truly focus on what they do best: providing personalized guidance and advice to parents."
Through a clear and organized dashboard, you can see in real time how many calls are active, how long customers are waiting, and where the highest call volume is. Reports are available immediately, allowing you to make adjustments right away where needed.
No physical PBX, no hardware maintenance costs, and no expensive IT support tickets for minor adjustments. Phone System scales with your organization (both up and down) without requiring additional investments in infrastructure.
All call data remains in the Netherlands, stored in high-availability data centers with a twin-data-center architecture and enterprise-level security. Or, to put it simply: if one data center goes down, the other can take over the call. As a result, Phone System is available 99.9% of the time.
Phone System is certified to ISO 27001 (information security), ISO 9001 (quality management), and ISO 26000 (corporate social responsibility). It is fully GDPR-compliant, with no ambiguity regarding who manages your data.
Who actually manages the infrastructure that powers your customer interactions? For an increasing number of Dutch organizations, that’s a question that really matters. Phone System runs entirely on Dutch infrastructure, is owned by Dutch entities, and operates under Dutch law. You can read what that means specifically for your organization in our article on digital sovereignty.
Read our vision on digital sovereignty →
We see ourselves as a partner, not a supplier. Phone System is our own intellectual property; we built it ourselves, manage it ourselves, and continue to develop it ourselves. As a result, we aren’t dependent on foreign suppliers for updates or modifications, and we can adapt quickly when your situation calls for it.
No two organizations handle calls the same way. In the healthcare sector, employees want to be able to make calls anonymously so that their personal phone number is never visible. At a manufacturing facility, emergency response calls must always take priority. A receptionist wants to answer calls and operate the gate or elevator from a single screen. And in a hotel, telephony revolves around something entirely different: room status, wake-up times, and guest inquiries.
In addition, we also handle all the practical aspects of telephony for you: registering numbers, setting up service plans, and supplying (mobile) devices. Do you have a specific challenge and are wondering if it’s possible? Feel free to ask; the answer is usually “yes.”
AI makes customer interactions over the phone more personalized and efficient. It doesn’t replace human contact, but it eliminates the administrative burden associated with it. Within Phone System, AI is present at every stage of the call.
Before the call begins, the voicebot identifies the reason for the call. The system handles simple inquiries—such as business hours, status updates, or minor changes—on its own. The rest are automatically routed to the appropriate person, with the caller’s context already set up.
During the conversation, AI provides real-time support to your employee. The conversation is transcribed instantly, relevant answers and knowledge base articles appear on the screen, and sentiment detection flags when a conversation is at risk of going off track, allowing for timely intervention.
After the conversation, AI writes the summary and wrap-up, automatically classifies the conversation, and records the follow-up. No separate notes afterward.
Across all conversations, conversational analytics reveals what’s really going on. AI analyzes not just a sample but every single conversation: which topics recur, where customers get stuck, how the tone evolves, and which questions you’d be better off addressing earlier in the process. Traffic patterns and peak forecasts help you plan your capacity in advance rather than having to make adjustments after the fact. This way, every phone call becomes a source of insight for your entire organization.
Traditional telephony operates via a fixed, physical network and requires an on-site PBX. Cloud telephony operates via the internet and runs entirely in the cloud. That means no hardware to maintain, no location-specific phone numbers, and much greater flexibility in management and use. Employees can be reached on any device, no matter where they are, and you can make adjustments yourself through a web interface.
It’s less complicated than you might expect. Pegamento guides you through the entire migration process, including transferring existing phone numbers. Employees hardly notice the switch itself. What they do notice afterward is that everything works better.
Download the “30-point checklist” for migration
Pegamento develops smart telephony and customer contact solutions for Dutch organizations such as Kindergarden, 113 Suicide Prevention and Grafisch Lyceum Utrecht, so that employees are always available and customers always receive excellent service.
Deepen your knowledge with Pegamento’s white papers.
Hospitality is one of my deepest motivations.
Not surprisingly, of course, customer service is a common thread in my career. Aspects of hospitality is being able to connect, to facilitate but mainly to make someone feel genuinely welcome. My intuition is my greatest asset to be able to put myself in the shoes of a guest. A customer is my guest.
Fed by various senses, an image forms around the client. I listen to what is being said, watch facial expressions, taste the underlying tone and get a feel for the challenge to be addressed. An image literally forms on my retina. I have to be able to see it. If I can see it, I can create it.
In this, the trick is to pursue simplicity, give the client a warm feeling that the problem is understood, receive good advice, facilitated and carefully guided to the solution. Trust, connect and unburden.
The feeling when a guest arrives at your hotel after a long tiring journey, can sit in front of the fireplace, be handed a good glass of wine and stare carefree at the fire. My guest knows it will be okay.
This piece was written by Ernst Vegter, working as a Business Consultant at Pegamento.
How can I help you? That’s pretty much the first question I ask when talking to people who are curious about our services. In such a conversation, the use of senses is very important. Because not everyone is the same. One person thinks in images, while for another words are important or how something feels. For me, sight and hearing are the most beautiful senses, because both eyes and ears absorb information and can convey or process emotions.
Why hearing? Because listening is essential in contact. And it’s the key to unlocking valuable insights.
I developed this skill early on. As a child, I enjoyed radio plays on the radio, bringing the stories to life in my head.
Recognizing and automating patterns. Tasks we are constantly working on when implementing our robots at Pegamento. My 2 Drentsche Patrijshonden are hunting dogs and certainly not robots. The hunting instinct and intuition is basically in their genes. Continuing to offer new forms of training has taught them to recognize and act independently in hunting situations. Even “unsupervised,” even if I’m not around.
But when you try to teach a brain something, it also starts to see things you don’t expect. Dogs pick up on the slightest deviation in your voice or directions. To start recognizing that and correcting it again is perhaps the most complex challenge. But in our work, for the wonderful clients for whom we get to work, it often yields the most beautiful new insights!
This piece was written by Rob, founder of Pegamento and in charge of Marketing and R&D.
Feeling. That’s the best thing Pegamento stands for. Feeling for technology in the broadest sense of the word. Not only feeling for the exciting stuff like AI, but also for the basics of communication.
The very best part of my job is selling, listening, translating and thinking about what really matters. We bring the digital transformation with a great team!
The diversity of our team, how sharp we are, but especially the wonderful things we get to make makes me feel extremely good. Hence, I intuitively chose the sense of “feeling.
Feeling gives life and differentiation!