Developed a highly customized app for a call center and created features not present in the phone-system software.
One of our clients needed a lot of customizations and wanted to incorporate an existing Call Center system that was able to make automated plus manual calls and be able to support reporting to a great extent. At the same time they were looking for someone to integrate seamlessly into their home built CRM system.
One of the challenge was preventing duplication of data across both the databases, securing client data, and finally merging the two systems and generating the reports the client wanted. Our team came up with a very flexible, plug—in architecture that was able to solve all the problems. Not only that the system performed extremely well.
The user satisfaction on the project was so much that they found an increase in Agent Retention Rate in the first 3 months of deploying the app.