IVR and Call Routing
Guide callers through a multi-level menu and direct enquiries to the correct department, queue or extension.
AlienCloud SCALE
Handle More Customer Calls Without Losing Control
Give receptionists, customer service teams and remote staff one organised Cloud PBX for incoming calls, extensions, IVR, call queues, recordings, live monitoring and management reports.
Office and remote users
IP phone, desktop and mobile options
Local Malaysian support
See Call Activity ClearlyAnswered, missed and agent activity
RM119Starting monthly price
10–40Extensions by plan
4–16Concurrent calls by plan
500 minCall recording included
The Business Problem
Customer calls should not depend on one person or one location
When incoming calls rely on a single receptionist, personal mobile numbers or manual transfers, enquiries can be missed and customers may wait too long for the right department.
AlienCloud SCALE creates a more professional call flow. A main business number can direct callers through IVR and call queues, while office and remote users answer through suitable phones or supported apps.
Route calls to reception, sales, support, accounts or other departments.
Give selected staff direct DID numbers where required and available.
Support teams working from the office, home or different branches.
Review call activity instead of relying only on manual staff updates.
Missed enquiries
Customers may move to another supplier when nobody answers or calls back.
Unclear call ownership
Staff may not know who should answer, transfer or follow up each call.
Remote staff disconnected
Home and mobile users need access to the same company call flow.
No management visibility
Raw call logs make it difficult to see missed calls, workload and busy periods.
Complete Call Handling
Everything needed to run a more organised inbound call operation
AlienCloud SCALE combines essential Cloud PBX functions with operator visibility and call center tools, so customers can reach the right team more efficiently.
Inbound Call Center Queues
Organise incoming calls for reception, sales, support or service teams instead of depending on one phone.
Operator Panel and Wallboard
Give supervisors a clearer view of call activity, extensions and the current inbound call situation.
Call Recording
Keep selected call recordings for checking, customer service review, staff coaching and dispute reference.
Desktop and Mobile Users
Support users through compatible IP phones and supported desktop or mobile clients for flexible working.
Call Reports and Analytics
Review answered calls, missed calls, call duration, call history and agent activity for better follow-up.
A practical setup for modern teams
Main ReceptionistUse an IP phone and operator view to answer, hold and transfer calls.
Office StaffReceive extension calls through suitable desk phones or supported clients.
Remote WorkersStay connected to the company phone system from supported desktop or mobile clients.
Direct DID UsersArrange direct numbers for selected staff, subject to number availability and approval.
Management Visibility
Turn call records into clearer business decisions
Your PBX already records valuable call information. AlienVoIP Analytics makes that data easier for owners and managers to review—without reading long raw CDR logs.
Find missed calls that may require urgent follow-up.
Compare call activity and workload by agent or user.
Review call history, status, direction and duration.
Identify busy hours to plan manpower more confidently.
Four useful management views
KPI DashboardTotal, answered and missed calls with call-duration trends.
CDR HistorySearchable call records for checking and follow-up.
Agent & User KPICall activity and productivity by user or agent.
Extension MappingConnect extensions to the correct users, teams or branches.
For businesses using compatible BizCloud WhatsApp and AI services, Omnichannel Analytics can also provide a broader reporting view across calls, WhatsApp conversations and AI activity. Scope and pricing should be confirmed during consultation.
Works Alongside Your Existing CRM
AlienCloud SCALE is designed to strengthen your business calling operations while allowing your team to continue using its preferred CRM or sales system separately.
Use AlienCloud SCALE to manage incoming and outgoing calls, extensions, call routing, recordings and agent activity.
Your team can then use the call analytics to identify missed calls, review response performance and follow up on important customer enquiries more effectively.
This gives your business a reliable communication platform without requiring you to replace your existing CRM.
Focused Solution
Built for Better Call Handling and Visibility
AlienCloud SCALE helps businesses organise incoming and outgoing calls through a structured Cloud PBX environment. Calls can be directed to the appropriate extension, department or team member, helping customers reach the right person more efficiently.
Supervisors can review call activity, missed calls, recordings and performance data through the available analytics tools. This gives management clearer visibility into how calls are handled and where follow-up may be required.
Discuss Your Existing Workflow SCALE Pricing
Choose by team size and simultaneous call capacity
All SCALE plans include the core inbound call center solution, operator panel, wallboard, call reports, Linkus Chat, desktop client and mobile client.
SCALE-10
RM119/ month
For small reception or service teams
10Extensions
4Concurrent calls
- 500 minutes call recording
- Complete inbound call center solution
- Operator panel and wallboard
- Insightful call reports
- Linkus Chat
- Desktop and mobile clients
Popular for Growing Teams
SCALE-20
RM199/ month
For busier sales and support teams
20Extensions
8Concurrent calls
- 500 minutes call recording
- Complete inbound call center solution
- Operator panel and wallboard
- Insightful call reports
- Linkus Chat
- Desktop and mobile clients
SCALE-30
RM299/ month
For larger departments or call teams
30Extensions
12Concurrent calls
- 500 minutes call recording
- Complete inbound call center solution
- Operator panel and wallboard
- Insightful call reports
- Linkus Chat
- Desktop and mobile clients
SCALE-40
RM389/ month
For high-volume customer service teams
40Extensions
16Concurrent calls
- 500 minutes call recording
- Complete inbound call center solution
- Operator panel and wallboard
- Insightful call reports
- Linkus Chat
- Desktop and mobile clients
Prices are subject to 8% SST.
Minimum 12-month subscription with advance payment.
One-time activation fee: RM300.
Additional inbound channel or DID: RM10/month, subject to approval.
Outbound calls are prepaid; Malaysia local/mobile rates start from RM0.08/min.
Additional 10,000 recording minutes: RM80/month.
Business registration and address verification documents are required.
IDD calls are charged separately.
Package Selection
Do not choose by headcount alone
The correct plan depends on both the number of users and how many external calls must happen at the same time.
| Requirement | What to check | Why it matters |
|---|---|---|
| Extensions | Total receptionist, office and remote users | Every user or calling point may require an extension. |
| Concurrent calls | Maximum simultaneous external calls | A team of seven users may still need four or more concurrent calls. |
| DID numbers | Main line plus direct staff numbers | Extra DIDs and inbound channels are arranged separately. |
| User devices | Reception IP phone, desktop and mobile users | The correct device mix avoids unnecessary hardware cost. |
| Call recording | Estimated monthly recording usage | Additional recording capacity may be needed for call-heavy teams. |
| CRM requirement | Use separately—no direct third-party CRM integration | Plan your sales workflow with accurate expectations from the beginning. |
Suitable Businesses
Built for organisations where every call matters
From a small office to a larger customer service department, the system can be proposed around your users, departments, locations and expected call volume.
Government and Public Service
Organise public enquiries by department and give supervisors better visibility over call handling.
Corporate and Professional Offices
Connect reception, management, office staff and remote users under one business phone structure.
Manufacturing and Distribution
Route calls between reception, sales, service, warehouse and administration more efficiently.
Travel and Service Businesses
Manage booking enquiries, customer support calls and urgent follow-up through organised queues.
Sales and Marketing Teams
Track call activity, missed opportunities and outbound follow-up while continuing to use the CRM separately.
Hybrid and Multi-Location Teams
Allow office, home and branch users to share the company phone system and extension plan.
Frequently Asked Questions
Questions before choosing a Cloud Call Center
What is AlienCloud SCALE?
AlienCloud SCALE is a hosted Cloud PBX package for businesses that need organised inbound call handling, extensions, concurrent calls, IVR, an operator panel, a live wallboard, call recording and call reports.
Can office and remote staff use the same Cloud PBX?
Yes. Users can work with compatible IP phones and supported desktop or mobile clients, allowing receptionists, office staff and remote users to share the same business phone system.
Does AlienCloud SCALE integrate directly with third-party CRM systems?
No. AlienCloud SCALE is not directly integrated with third-party CRM platforms. Your CRM can continue to be used separately while AlienCloud SCALE manages business calls, extensions, routing, recordings and call analytics.
Can the system support several DID numbers?
Additional DID numbers or inbound channels can be arranged subject to availability, approval, documentation and applicable monthly charges.
What can management see in the call reports?
Available reporting can help management review total calls, answered calls, missed calls, call duration, call history, agent activity and extension mapping. Advanced VoIP Analytics can be discussed separately.
Do users need to buy an IP phone?
Not every user needs a desk phone. A business may use an IP phone for reception while other users work through supported desktop or mobile clients, depending on the proposed setup.
Get a Cloud PBX proposal based on your actual call setup
Share your number of users, office and remote locations, expected concurrent calls, required DID numbers, preferred devices and recording needs. The sales team can recommend the most suitable SCALE package and optional analytics solution.