 | Applications
|  |
| Services
| | | |  | piCallManager
The centres for support and phone marketing are integral part of every successful business. Therefore, Pi Soft has developed a system for successful working and managing such centres. The system is web based, as all our products, with centralised managing location and access to any computer with standard Web Browser.
piCallManager enables managing of incoming campaigns (support, contact centre) and outgoing campaigns (marketing and sales). The organisation of this application enables independent roles for the campaign creators, centre contact managers and the operators. Every campaign can be personalised, and still sensitive information will be not visible to the operators.
Main functionalities of piCallManager are the following:
- It is web based, with easy system maintenance possibility
- It has personalised text for the operator for the incoming and outgoing campaigns. The incoming campaigns are personalised by recognising the incoming phone number.
- Setting statuses for each call.
- Scheduling phone call, with reminder for the operator, when he/she should call someone on specific campaign.
- Reports concerning operators, phone call duration, realisation according to statuses, number of realised phone calls.
- Reports concerning campaigns, phone call duration, distribution of statuses by operators, missed phone calls, wait time duration to realised and missed calls.
- Campaign editor; text, data and statuses editing of the campaign
- Easy integration with additional forms necessary for campaigns, for example: receiving order, or noting received calls
- Managing of the contact centre, setting campaign operators, setting the phone number for the campaign and the menu for navigation in the campaign (IVR), the voice messages that will be presented to the operator or caller entering in the campaign, the working time of the campaign.
- Listening the conversation of the operator and/or advising the operator during the call
- Recording calls
- Call re-direction
- Work flow between campaigns, for example: if someone orders a service, afterwards his data are assigned in the campaign for supporting that kind of service, with possible personalisation.
- Different ways of call assignment to operator in the campaign, depending on various preconditions.
Due to its concept and the technologies used in the system, the contact centre could be organised not only on one location, but the calls can be re-directed, also to distant locations.
It enables definition of different voice quality for each operator, depending on the quality of the operator's network connection to the system.
The system is web based, on technologies with open source. The software and hardware requirements of the server depend from the volume of the calls, the number of phone lines and operators that will serve. An average configuration would be the following:
- Pentium 4 or better processor
- 1 Gb RAM
- Hard disk space depends from the call recording and the format of the record
- FXS /FXO card compatible with Asterisk
- Linux 2.6.x
- Asterisk 1.4.x
- Java 1.4.x
- JBoss 3.2.x
- PostgresQL 8.x
|  | | |
