System Architecture Technical Details of Jharkhand Call Centre
System Architecture Technical Details of Jharkhand Call Centre
Automatic Call Distributor
Intelligent Distribution and Routing Methods
Queuing and Holding of Calls
Highly Scalable IVR system & Hold / Queue Messaging
Efficient User / User Group Management
Remote Supervision with Snooping, Barging and Tele-conferencing
Seamlessly integrated with CRM
Intelligent Voice Gateway Integration
Extensive Reporting Capability
Dialer
Predictive Dialer for Outbound Calling
Both on-screen and off-screen Dialing
Outbound Call Integration / Scheduling with CRM
Integration with CRM and CTI for Dialed number Identification
Backup Module (CRM and Voice Logs)
Daily Automatic Data Backup and Sync with Remote Mirror Server
Weekly Backup in external Hard Disks / Tape Drives
Month wise DVD storage
Reporting
Reporting module will be integrated in both CRM and Telephony System
Reports will be submitted in desired format to the department as and when required
The Department will also be provided with a window / tool so as they can also generate reports at will
Scalability
The System will be scalable enough to move to newer dimensions in a short period of time
Audit Trail
Entire System will be under a strict and comprehensive audit trail detailing any changes and activities in the entire system
The system would not have any allowance for deletion of Audit log in any means
The Client will be provided with an interface to access the Audit log at any point in time
Technical Details
Complaint Registration and Management System ( vtiger CRM )
Web / Browser based Solution
Can be accessed by Department Officials for status updation / monitoring
Ticket Generation Module
Can Log activity on particular tickets
Capable of Document attachment
Seamless Integration with CLI and Incoming Calls
Integration with Dialer for Outbound Calls
Open-source based Application, Fully Customizable
Integration with E-Mail & SMS System
Computer Telephone Integration (CTI)
Integration with Caller Line Identification, Automatic number Identification, Dialed Number Identification
Integration with CRM and other systems
On-screen options for Hold, Conference, Retrieve Hold, Transfer Features
Smart agent Screen with Call Transfer Features
Handling of 5 way conferencing through Agent Screen
Call Logger/Recorder
Voice Logs of all Inbound and Outbound Calls
Screen Action Recording with Voice Logs
Voice Logs stored with all important attributes and key identification number
Voice Logs can be downloaded in multiple formats
Can handle huge
All voice logs are stored in a central linux based server
Daily automatic backup to a mirror server
Tape drive / External Hard Disk backup every week
Will provide monthly voice logs to Department in DVDs
Security
The entire system will have industry standard security module
Passwords, user authentication, user management will be highly secured
The System will also allow easy configuration window so as to change or move to different security angle if required
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