Routing systems – Cisco Preferred (others shall also be no problem)
Dialer/Logger – Dialogic E1 or T1
Features :
Automatic Call Distributor (ACD)
CRM Software and System:
Customer Interaction Management:
Outbound call management & predictive dialing
Computer Telephony Integration (CTI) & IVR:
Voice Messaging:
Call Logging:
Disaster Recovery:
Call routing:
Time Management:
Contact Management:
Account Management:
Contact Centre Analytics & Reporting:
Customer Service Administration
Client Resource Management
Member Management System
Customer Access Portal
RM Software and System
Campaign Planning & Tracking
Campaign Execution Management
Lead Generation Management
Scope : The
objective is to develop a dual version CRM suite for Call Center
Management and Customer support. The web based Enterprise version shall
be accessible anytime-anywhere and shall be supported by a Linux based
Desktop Version. The system shall be equipped with built in support for
the various CTI functionalities like ACD, IVR, VOIP etc
