An outsourcer that got tired of renting its own tools
InfraWeb has answered other companies' phones since 2018. HELION is what happened when we stopped waiting for a vendor to fix the software we lived in.
The story
Why we started writing our own software
InfraWeb Managed Services Provider was founded in 2018 in Romania, doing what outsourcers do: taking on other companies' customer queues and running them better than the client could in-house. Over seven years that grew to more than a hundred agents and past a million calls, for clients in utilities, energy, finance and industry.
The work went well. The tooling did not. Every contact-centre platform we licensed was built by people who had never sat on a floor at 4pm on a Monday. Reports averaged away the problems. Adding a field to a ticket meant a support request and a six-week wait. The softphone needed installing on every machine, and broke every time the desktop image changed.
So in 2025 we started writing HELION — first as an internal tool, then as the thing our whole operation runs on. Browser softphone, tickets, omnichannel, the reports our supervisors actually asked for. Every feature came from someone on the floor saying this is what is slowing me down.
Then AI voice agents changed the arithmetic. Not the demo version that works on English and falls over on a Romanian caller reading out a meter number — agents we could measure, on our own calls, and put in front of real customers. That is the part we could not have bought.
Today HELION is both how we deliver our services and something you can license and run yourself. InfraWeb is still the company, still the legal entity on the contract, still the people who answer at three in the morning. HELION is where we are going.
Milestones
Seven years, briefly
- 2018
InfraWeb is founded
A contact centre in Romania, taking on inbound support for utilities and energy clients.
- 2019–2023
Scale and languages
Growth past a hundred agents, six supported languages, and BPO and managed IT added to the contract.
- 2024
A million calls
The cumulative call count passes seven figures — and the limits of licensed tooling become the constraint on growth.
- 2025
HELION goes live internally
The platform replaces our rented stack: softphone, ticketing, omnichannel and reporting, built on our own switch.
- 2026
AI voice agents in production
Romanian-speaking voice agents answer live calls end to end, and HELION becomes a product other operators can license.
Locations
Two offices, one operation
The commercial side and the delivery floor sit in two different cities. Both are ours, and the service level is written against both.
Head office
București
Bd. Dimitrie Pompeiu 5-7, Hermes Business Campus, Corp C, et. 3, Sector 2
Contracting, commercial and account management. This is the address on your agreement.
Operations centre
Drobeta-Turnu Severin
Județul Mehedinți
The delivery floor. The agents who answer your queue work here, on shift around the clock.
How we work
Four things we hold to
Say the real number
If a queue needs eleven agents, we quote eleven. Under-quoting to win the contract just means missing the SLA later, in public.
Build from the floor
Every feature in HELION traces back to a supervisor or an agent describing an actual problem, not to a competitor's feature grid.
Measure the thing itself
We test Romanian speech on Romanian calls and publish what we find. A benchmark run in English tells you nothing about your callers.
Answer at three in the morning
24/7 means a person on shift, not a voicemail box and an apology in the morning.
AI-answered. Human-guaranteed.
Work with us, either way.
Hand us the queue, or take the platform and run it yourself. Both start with the same conversation.