CASE STUDY

Development of contact centre 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,

Developed Manual Dialing with Call Detail Records.

Preview Dialing for 100 users has been done with Call Transfer, Call Recording with CRM and Database Connectivity.

Predictive Dialing with Complete Reports with Sophisticated Algorithm.

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:

Ease of setup and system integration

Feature adaptation

Customer support provided

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.