Call center system

Clients: Enargit, Generali, Uniqa

Call center system is a comprehensive solution for unified communication through multiple channels such as phone calls, VoIP, email, chat, and more. It also comes with multiple CRM modules for various purposes such as telesales, telemarketing, surveys, helpdesk, debt collection, etc. It consists of 3 separate, but complementary applications for agents, supervisors and administrators. There are also multiple extensions built during it’s 10 year run, such as call recordings manager, salary calculators, warehouse management, and many more.

Goal

The solution is originally developed for life insurance companies to be used in their respective call canters with a goal to increase amount of cold calls, have better control and monitoring of call center activities and also provide support for sales agents on the field.

Team

The solution is originally developed by a single developer, but there were multiple people involved in it’s development when it hit the market. At most, there were four people on the project at the same time. One designer and three desktop developers.

Tech stack

Desktop: .NET Framework, Visal Basic, C#

Database: MS SQL Server, MySQL, postresql

Result

After successfully running for three years in life insurance environment and not only fulfilling but surpassing expected results, we had a meeting with project owners and asked them if they would be interested to partner in order to modify the call center solution to suit other purposes beside life insurance and offer it on the market. They expressed that they have no interest in such a partnership, but they did gave us a permission to do so on our own. So, we did, and until this day, we have customized the application with 27 different flavors for various customers all over the world. The application was used by more than 50 customers and had more than 500 users. Currently, the solutions is undergoing migration to cloud and it will include integrations with many more services in order to increase it’s usability and value.

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