IP Contact & Call Center Integration and Customization

You might want to optimize your call or contact center solution to maximize your investments and meet your specific business needs to:

improve your customer service with a mechanism of intelligent call routing,
increase the performance of your contact center by integrating it with CRM and other customer databases,
control your client service costs and manage your workforce effectively with real-time contact center dashboard.

Call Center and CRM Integration

You can take advantage of contact center and CRM software integration for two reasons:

1) Intelligent Call Routing

When you integrate your call center with a CRM system, you can use the phone number of the incoming call to obtain the additional information about the calling subscriber and use it to route the call to an appropriate agent. For example:

use the city code of the incoming call to route the call to the nearest office;
use the country code to route the call to the agent with necessary language knowledge,
route the call to the manager, who works with the calling client,
route the call to the debt specialist, should it become known that this client has debts overdue.

2) Increase the performance of contact center operators

Integration with CRM allows contact center software to trigger the CRM application to run certain interfaces automatically. So when the call is delivered to an agent, the CRM application automatically opens the customer card and the interface to process the customers’ call. This saves operators’ time used to search the customers’ database and run the appropriate interface.

Using SOA to Integrate the Call Center with Heterogeneous Enterprise Applications

Now, what if your contact center operators need to obtain information from several heterogeneous sources (CRM, ERP, billing, service desk etc) to answer your clients’ questions? Moreover, when processing the clients’ request, your operator might need to trigger certain events in 3rd party software.

In this case, you should consider building a middleware for your contact center to integrate it with your enterprise applications, so:

your operators will use the agent desktop interface to get a quick access to the clients’ information obtained from different sources,
during the clients’ request processing, various actions can be triggered automatically in your enterprise applications.

The integration of your contact center with enterprise applications will:

reduce the time of processing the clients’ request,
improve the client service,
reduce the operators training costs.

Using the SOA principles, when building an integration middleware, will allow you to:

manage the customer service processes according to the changing business requirements,
unify customer service processes to process the clients’ request obtained from various sources – contact center, website, branch offices etc.

Custom Designed Dashboard

The custom built dashboard allows your managers and contact center operators to view real-time performance information, such as:

queue characteristics by skill groups,
agents status,
calls answered,
avg. call and hold times,
other indicators important for your business.

The real-time dashboard can be used by:

supervisor to identify client service problems,
managers to estimate the operators’ performance,
operators themselves to increase their motivation.

Case studies

Also, you might want to find out the way our clients achieved their business objectives with our IP-telephony solutions:

Enterprise IP Telephony Network Management System

The solution developed by BCS-IT reduces the cost of unified communications network management by facilitating IP-telephony chores. Integrated with HRM software, it provides an easy to use tool to manage the network configuration, IP-phone database and phone numbers.

Learn how the solution from BCS-IT can facilitate your IP telephony network management.

VOIP Conferencing Software for Enterprise Telephony Networks

The unique audio/video conferencing software built by BCS-IT allowed the system integrator to satisfy the specific requirements of large enterprises. The outsourcing of software development to BCS-IT has allowed the Client to save 35% of its budget. The solution can be integrated with IP PBX from Cisco, Nortel and other vendors.

Read how the system integrator satisfied his clients’ needs with a VOIP conferencing solution.

Known Brands We Worked With

АМТ Group

Long-term partnership with one of the leading Russian system integrators resulted in several unique solutions in the fields of unified communications and telecom to suit the needs of large enterprises.

Technical Expertise

You can empower your enterprise with the BCS-IT expertise in enterprise VoIP software development and VoIP integration to customize your IP call center.

Cisco unified communications

Several years of BCS-IT expertise in Cisco Unified Communications technologies allow you to:

build a custom application for Cisco IP-telephony networks;
develop a custom IP Phone application to be used on Cisco IP phones;
integrate Cisco unified communication solutions with your enterprise software.

Your software will be tested on a full spectrum of Cisco IP-phones.

Learn more about BCS-IT expertise in Cisco IP-telephony technologies and products.

Technologies

Cisco: Cisco Unified Communications technologies
Microsoft: TAPI (including interaction with CiscoTSP), Microsoft.NET
Protocols: SIP, RDP, H.323 (H.225, RAS, Q931, H.245, H.323, H.264) MPEG-2, UPnP
Open source: H323Plus library and related products – GNU Gatekeeper, OpenMCU, MyPhone

Get in Touch to Learn How We Can Help You

If you want to get a free detailed quote of your project, prepared by technical specialists, please tell us about requirements for your software:

contact us and have us sign a Non-Disclosure Agreement,
send us the details of your project including as much details as possible,
get a free technical proposal including project estimation in terms of budget and timeframes.