Call Center CRM - boosting customer suport & productivity to new heights
About the project
The cloud-based call center software enhances the customer relationship with its predictive capabilities and fully customizable CRM. The business management processes are also improved with quality control integrations, predictive reports and other functionalities.
The Challenge
Making predictive calls from the browser window was really challenging because, at that time, the WebRTC feature, that enabled real-time communication, was unstable. Also to distribute the calls accordingly to the agent's status was not so easy.
The Solution
We came up with a unique digital product that combines multiple features. The integrated call-center platform with predictive dialing combined with a CRM function ensures a permanent connection between the company and the client.
Technologies Used
Customizable capabilities for personalizing each call
Overview of campaign performance
Advanced reporting on performance
AssembledTeam
We have a complicated structure with over 1200 agents spread across 5 locations in 2 different countries. We needed a custom system to manage our structure and Digitalya helped us achieve exactly that. The system helps management, telemarketing and telesales work together and, of course, keep clients happy. It was great collaborating with the team, and we'll definitely reach out again.
