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Virtual Call Center

Screenplay

There is a need to organize in the organization department call center inbound or outbound or mixed (blended). The company is not convinced whether the project is successful so he wants to limit the expenditure incurred on them. In addition to this section is composed of several consultants and risky the purchase of infrastructure (servers, control panels, telecommunication lines). However the company has access to the Internet.

Need

•     Support department a call center system speed-dial calls, database management, CRM tool
  
•     Order handling inbound (IVR scenario building)
  
•     Reporting the work of consultants (the use of records, number of calls, talk times, etc.)
  
•     The need for call recording for training purposes or for complaints
  
•     Consultants working in different locations and to centralize the organization of work requiring
  
•     Database management compliance regulations requiring the protection and processing of    personal data
  

Solution

The solution is a system service smartphone Virtual Smartfon Call Center. It is a service that does not require the client server infrastructure (application server, telephone, telecommunication lines). To use the service must have the position of consultants and Internet access.
For the requirements of the position of consultant services shall be provided with:

•    PC running Windows,
  
•    computer headphones,
  
•    phone software (supplied with the softphone service)
  
•    web browser.
  

The service requires a guaranteed access to the internet with a throughput of 50 kbps for each of the consultants (eg for 5 consultants required bandwidth is 250 kbps upload and download).
Location Client attached is a secure VPN connection to the service smartphone Virtual Call Center and if the consultants are in different locations each of which is connected to the services individually.

The service has an attractive funding model, which is based on the monthly subscription fee for active licenses consultants. This gives a lot of flexibility in managing the department by dynamically increasing or decreasing the resource call center.

The customer service also manages the telecommunications costs for calls. Through the service panel in the form of pre-paid customer supplies the funds in your account for phone calls.