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

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

5/5

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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