Call Center CRM - boosting customer suport & productivity to new heights

Call Center CRM Logo
#CALLCENTER#MANAGEMENT#AI
ITALY
Italy
Case Study Call Center CRMCase Study Call Center CRM

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

webrtc
WebRTC
node
Node.js
angular
Angular.js
socket-io
Socket.IO
asterisk
Asterisk
laravel
Laravel
mysql
MySQL
nginx
Nginx
Custom fields

Customizable capabilities for personalizing each call

Custom fields
Clients

Overview of campaign performance

Clients
Performance Dashboard

Advanced reporting on performance

Dashboard

Assembled
Team

Project manager
Backend Developer
Database specialist
Frontend Developer
Alessandro Russo
Team Leader / Call Center CRM
flag-italyITALY

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.

contact

Do you want to develop a product?

We usually reply in just a few hours.

Find us at
Eternitate 76
700329 Iasi, Romania
Badenerstrasse 13
CH-5200 Brugg, Switzerland