Technical Review
Hosted Call Center Solution
(by Tech Bridge Consultancy)
This is a technical review of a Hosted Call center solution which is an
all in one stop for all the call center components required in any such
setups. This is developed by my senior friends in my country and I think
this product needs appreciation since this is one of a kind solution
which is developed in my region for International users.
This hosted call center server is Linux based with Asterisk as its
telephony back end and uses Microsoft Silverlight for its User
Interfaces.
The most appealing features which I found are its sleek design and
performance compared to other available products. It has a very rich
feature set in both telephony as well as in CRM areas.
Focusing the VoIP component first, it has the ability to run multiple
clients with multiple campaigns in parallel and each campaign can have
as many agents and super agents as needed. The agents need not to be
using SIP phones, the calls can be routed to agents using cellular or
regular land lines via client specified gateway.
Another big feature is its Predictive Autodialer which calculates the
campaign agents available and trigger outbound calls. We can set
outbound Caller ID for campaigns too. What I liked most about it is
the availability of designing a custom IVR tree such that as soon as any
autodialed caller answers it can get landed on the IVR and then can
proceed by going into any category i.e press 1 for maintenance, 2 for
operations..etc. This can be pretty handy to sort down the responses and
areas where most of the campaign callers went.
Other features include Voicemails and its beautiful interface to listen
to the recorded messages, Live calls super agent panel, live call
monitoring, and Real Time Call Data Records.
From Call Center point of view we can have super agents/supervisors and
regular call center agents. Agents can be assigned priority according to
their skill. There is ofcourse an in build Softphone in the GUI and
a notification pop ups for each incoming call. Yes, only privileged
agents can make outbound calls and regular agents can only receive
calls.
Agents can drag and drop schedule meetups for the mature leads. There is
a very powerful utility available for managers to collect all campaigns
statistics for analysis.
Like any other competing solution they've focused necessarily on
reporting and a very strong reporting is made available for
administrators and super agents.
The above screenshot explains the reporting features.
From my personal experience this application is quite wonderful and
works perfectly for any required customer services solution. Inbuilt
Predictive Dialer, custome IVR building, Agent management, Agent
performance monitoring, campaign reporting is all that one can wish for
in this category. More than anything with simple addition of powerful
proxy like OpenSIPS or Kamailio it can be scaled horizontally and handle
as many concurrent calls as needed.
I wish my friend best of luck for this product and hope they keep up doing this good professional work in the world of VoIP.
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