DEVELOPMENT OF CONTACT CENTER SOLUTION FOR BIG ENTERPRISE
Case Description:
Predictive Dialer is one of the product which has been developed and maintained by the Open source Technology Experts in PeopleTech, who has more than a years of experience in Telecommunication Technology and its been used by one of the big International and domestic Call center, INDIA for Domestic Purpose and this product would be Cost-Effective solutions for the Enterprises who are using the Proprietary solutions.
Product Description: Our customer
a largest contact centre in Chennai, India having more than 1000 agents
and serving Banks , Telecommunication industry wanted to develop a comprehensive
contact centre solution using Open source technology and at the same time
the product need to be well supported.
PeopleTech systems team offered the customer a stable robust Open source
based CTI solution which can handle high capacity call volumes which is
a must for enterprise call centers.
PeopleTech systems team developed APIs and Predective dialer algorithems
which can integrate. Net CRM with the soft switch can handle 10,000 concurrent
calls.
The Summary of this Development is as follows,
Predictive Dialer is one of the Products that automatically place outbound
calls and deliver answered calls to agents; they are the key to use sales
force time as efficiently as possible in outbound call center.
Today's call centers, while committed to the same basic functions, are vastly
different from one another.The same holds true for predictive dialers. While
they all perform the same core function of dialing numbers from a list,
This Product from PeopleTech differ by:
The predictive dialing computer selects the person to be called, dials the
number, waits for a human response, and only passes a call to an available
agent when it connects with a human voice. The dialer has the programmed
intelligence to prevent non-productive calls from reaching the agent. Since
the agent doesn't have to deal with busy signals, answering machines, network
messages, and "no answers," he is freed up to take one "ready" call after
another.
The main reason for the increasing popularity of predictive dialers is their
ability to dramatically increase the efficiency of your agent team by eliminating
the dead time between calls.
The Features of this product is as follows:
Benefit Analysis of Predictive
Dialer:
Note: Manual dialing phone numbers wastes over 75% of each hour.
By this, we can increase the Productivity and reduce the cost of an Enterprise
and also will improve Customer Satisfaction intern will improve the business
too.
Advantage of our Product:
"Our big advantage", he told TMCnet, "If there is anything that we can do
to make our services better, we will do it." and the company's management
team comprises experienced and knowledgeable professionals who are firm
believers in quality and who strive for perfection in absolutely everything
they do. Having been in the Telecomm industry for years and, since we are
software-based, we can deploy this anywhere in the world with open source
Technology.
This product is going to bring revolutionary changes in the Call center
Technology by
Call Features:
The Related Definition
You Should Know:
Dialer: generic term for any computer-driven device that places outbound
calls and connects the answered calls to an agent or operator.
Preview dialing: a feature of the more robust dialers that gives
you the option to display account information and/or the telephone number
on the screen before the call is made.
Switch: PBX or other device to allocate phone lines to and from agents
or the dialer.
How Predictive Dialer Works:
Predictive dialers use complex mathematical algorithms that calculate, in
real time:
About PeopleTech Systems
A Peopletech system is a leading provider of infrastructure solutions that
enable Enterprises and telecommunication companies to deliver Voice, Data
and multimedia services to their Customers.
PeopleTech Systems is an authorized Sangoma channel partner and we distribute
all of Sangoma's products in India, Bangladesh, Sri Lanka and Nepal. We
provide a variety of open source-based solutions including soft switch,
IVR, contact center CRM, predictive dialer, voice loggers, conference bridge,
computer telephony integration, SS7 media gateways, convergence solutions,
open source routers, firewalls, SIP based application development, wide-area
networking and VoIP security, and also work with our customers to develop
their own solutions or to integrate their existing applications with Sangoma
hardware and APIs.
Well regarded in the open source market, PeopleTech works on a number of
key platforms including Asterisk Free SWITCH, Call Weaver, and Yate, which
allows innovative developers to create exciting new applications.
We Provide solutions in
Inbound IVRS and CRM solution for customer service- Voice Message Automation system for a call centre
- Inbound IVR solution for a Real Estate Company
- Inbound IVR and CRM solution for a Major Finance company
- Mobile banking IVR Outbound dialing Integration for a Large Bank
- CRM, Outbound inbound dialing systems for a Payday loan company
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