Contact Center

Overview

Contact-center, Multichannel, Trust-enhancing

YourITsoft has built a state-of-the-art Contact-center, that not only manages calls but offers clients convenient access to services, information, and guidance through various communication channels. It’s a crucial tool for customer support, ensuring service quality, and fostering interactions, helping companies maintain client satisfaction and enhance trust in their brand.

In Detail

Challenge

Businesses today need a robust Interactive Voice Response (IVR) system to enhance customer interactions and save resources. By automating as many client inquiries as possible, how can we ensure high-quality exchanges?

What we did?

Overview

We developed a platform that bridges the gap between clients and operators and actively reduces customer waiting times, ensuring rapid query resolution while remaining adaptable to evolving business needs.

Improvements

Our Solutions

Our advanced call center system boosts operator efficiency in handling customer requests across multiple channels. It covers both inbound and outbound calls, call recording, and offers in-depth data on each customer interaction. An easy-to-use dashboard lets businesses manage these interactions effortlessly.

Our product also integrates with various messaging apps, includes automated calls and notifications, and even features built-in employee chat and work-hour tracking for effective team management.

How we did it?

Global market overview and Competitors analysis

Our research into competitive trends indicates that leaning into artificial intelligence and streamlining human involvement could be essential in creating a modern contact center, steering us towards advanced, robotic business automation.The competitors' analysis helped us offer a well-rounded set of features designed to enhance user comfort and efficiency within the system.

Technological Approach

The underlying structure was constructed using top-notch technologies and tools including Typescript, PostgreSQL, React.js, Asterisk, WebRTC, Material-ui, Docker. The system boasts a material-design frontend, platforms for video calls akin to Google Meet, and comprehensive work with various databases, among other features.

Key Functionalities

Unified Communication:

A unified platform enabling client connections via voice calls, emails, chats, chatbots, website widgets, mobile apps, and direct social network touchpoints.

Adaptable IVR & Call Path:

Dynamic IVR menu tailored to business needs ensuring swift customer direction. Additionally, flexible configuration allows personalized call routing.

Enhanced Real-time Interaction:

In-house video calling integrated with dynamic audio-video stream processing for chats and communications.

Database & File Management:

Comprehensive work with diverse databases and versatile handling audio recordings, excel sheets, or PDFs.

Security & Access Management:

Strong user role framework offering granular access controls to ensure data protection and customizable permissions.

Interactive SRM Tools:

Advanced features designed for streamlined supplier relationship management.

Long-Term Reports & Audio Archive:

Generate, store, and maintain three-year reports and comprehensive audio archives of all client interactions.

Stream & Storage Capabilities:

Efficient handling of live audio-video streams and an inclusive system for storing vital interaction recordings.

Unified Communication:

A unified platform enabling client connections via voice calls, emails, chats, chatbots, website widgets, mobile apps, and direct social network touchpoints.

Adaptable IVR & Call Path:

Dynamic IVR menu tailored to business needs ensuring swift customer direction. Additionally, flexible configuration allows personalized call routing.

Enhanced Real-time Interaction:

In-house video calling integrated with dynamic audio-video stream processing for chats and communications.

Database & File Management:

Comprehensive work with diverse databases and versatile handling audio recordings, excel sheets, or PDFs.

Security & Access Management:

Strong user role framework offering granular access controls to ensure data protection and customizable permissions.

Interactive SRM Tools:

Advanced features designed for streamlined supplier relationship management.

Long-Term Reports & Audio Archive:

Generate, store, and maintain three-year reports and comprehensive audio archives of all client interactions.

Stream & Storage Capabilities:

Efficient handling of live audio-video streams and an inclusive system for storing vital interaction recordings.

Advantage

Distinctive Feature

Our project sets itself apart from competitors by features that seamlessly integrate a call center with a CRM system. We have incorporated AI-driven functionalities to execute targeted email campaigns efficiently. Our robust integration capabilities with various social media platforms and messaging apps facilitate customer interactions.

Prospective customers

Target Audience

Our focus remained on the clients and employees of the businesses we serve, ensuring the platform is intuitive for the end-users and efficient for the operators.

Telecommunication

Outsourcing

Banks, financial institutions

State and municipal centers

Working progress

Project Team

Developers

Team Lead

DevOps

Maior Yurii

Director of Contact center

“I needed to develop a contact center that had to work stably and have the following functionality: uploading customer data to the database, recording audio from the customer, a role system, and much more. I turned to Your IT Soft to have their highly skilled programmers help me realize my idea. The company successfully coped with the task and implemented all the necessary functionality. I am very pleased with the cooperation with Your It Soft. They employ only professional and dedicated developers who always do everything efficiently and on time.”