- Case Studies
- Call Center CRM – boosting customer support & productivity to new heights
Call Center CRM – boosting customer support & productivity to new heights
Client
Digicall
Location
Italy
Industry
Call Center
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, distributing the calls according to the agent's status was difficult.
The Solution
We came up with a unique digital product that combines multiple features. The integrated call center platform with predictive dialing and a CRM function ensures a permanent connection between the company and the client.
Technologies used
- WebRTC
- Node.js
- Angular.js
- Socket.IO
- Asterisk
- Laravel
- MySQL
- Nginx
Assembled Team
1
Project Manager
1
Back End Developer
1
Database Specialist
1
Front End Developer
CUSTOM FIELDS
Customizable capabilities for personalizing each call
CLIENTS
Overview of campaign performance
PERFORMANCE DASHBOARD
Advanced reporting on performance
Alessandro Russo
Team Leader / Call Center CRM
We have a complicated structure with over 1,200 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.
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