Call Center:

The Contact Center Solution

With three communication layers (voice / IM and live chat) back-ended by a Customer Relationship Management module, the Intelegent Contact Center Solution (CCS) offers you an extremely cost-effective and user-friendly way to stay in touch with your customers!

By employing a multi-tier architecture, the CCS allows you to choose precisely those modules that you require to get your call center kick-started and later on scale as your needs grow. The CCS cluster works equally well with VoIP and TDM circuits giving you a better value for money in terms of reusing resources wherever possible.

The very nature of the various components used in the CCS (the LAMP stack, Asterisk, VICIDIAL, Jabber) lends itself to setting up of solutions over a cluster of easily available and inexpensive computing hardware; thus not only reducing the total cost of investment but also ensuring high-availability with multiple levels of redundancy and load-balancing.

Sample setup (25 seat International Call Center): Click here to download the datasheet

The network diagram of an international blended (combination of outbound and inbound) call center is indicated below. Leveraging VoIP termination services delivered over standard leased lines saves point-to-point expensive IPLC charges.

The CCS cluster – accessible through a standards compliant browser and softphone – is served by a separate database server (cluster) ensuring high availability and scalability.

The PBX engine of the CCS distributes the calls to the agents based on a customizable logic. The softswitch transports te calls over to the VoIP provider who will then provide interconnect to the TDM network.

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