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BUILD A MULTICHANNEL CRM FOR A CALL CENTER

Dear sir

We are a call center in africa looking for a all inclusive solution

and the quotation

-French version

-10 TO 100 positions

-Desktop and cloud solution

-Mobile phone integrated

1/Reports

Combined statistics from conversation scripts and telephony Integrated

statistics for all contact channels More than 40 built-in reports out

of the box Access to reports via a web interface

2/Interactive voice response (IVR)

3/ ACD

4/ Omni-channel

Centralized processing for contacts coming in by phone, email, SMS,

web chat, messengers, mobile apps, social networks, and other digital

channels Access to a full record that covers all channels for each

client Operators blended between channels (operators can get messages

from any channel)

5/IP PBX

6/WFM

Four forecasting methods: whole week, planned week, trend

construction, and confidence intervals (VaR) Shift plan based on

operator skills, individual work rules, performance standards, and

legislative standards, while also offering a multi-skills mode

Reliable control over how planned schedules are executed

7/Quality management

Standards set for processing contacts using different criteria: Call

rating Selected call recordings set aside for review Custom criteria

sets for call evaluation

8/Reports

Combined statistics from conversation scripts and telephony Integrated

statistics for all contact channels More than 40 built-in reports out

of the box Access to reports via a web interface

9/Outbound

Progressive, predictive, automatic, and preview AMD integration

Loading and processing call lists Skill-based routing and distribution

Call and queue prioritization

10/Soft phone

Multi-channel IP phone:

All functions for managing calls and transfers Conference creation

Operator status management Integration with other systems Support

(Windows, MacOS, Linux)

11/Integration

Wide range of program interfaces (web services, SQL-REQUESTS, XML-RPC)

at every stage of inquiry handling

Use of scripts in IVR that interact with other systems Incorporation

of a web interface softphone from an external system Online queries

sent to other systems in order to use their results in agent scripts

Call data automatically imported with results exported

12/Campaigns

A programming-free subsystem built to support preparations for release

and the provision of timely support for all types of campaigns is

included.

Fully functional, cross-browser interface Entire interface for setting

and campaign management in one window

13/Agent scripting

Conversation scripts that contain all necessary information open when

operators receive calls.

A programming-free drag-and-drop graphic designer is provided for

quickly setting up conversation scripts.

Etc...

Skills: Asterisk PBX, Software Development

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About the Employer:
( 0 reviews ) Congo, The Democratic Republic of the

Project ID: #12911040

9 freelancers are bidding on average $3953 for this job

captek

Thanks for writing long detail of features, thats quite helpful and give idea of overall requirement. Most of the features are standard for inbound/outbound call center. As you can see that we are mainly voip exper More

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AleenaIlyas

Hello, I have read what you exactly need, however I would like to ask you a few questions. I do work smart and do not rest until I get the job done. Please feel free to ping me anytime so we can have a detailed discus More

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expertdevteam

Hello Sir, We are an Indian development company here. we have checked your posted details here and want more clarification in it, so message us to discuss on it more then we will able to move on it. Thanks....

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fullymagento

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fixfin

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