Call Centers System
Our CRM System and Employee Integration Solutions
Effective Communication in the Digital Age
In today's digital age, effective communication is paramount for business success. Computer-mediated communication (CMC) tools, including advanced telephony solutions, are no longer a luxury but a necessity for organizations seeking to enhance customer interactions, streamline operations, and gain a competitive edge, more technical details.
What is a Call Center
A Call Center is an operational unit specifically designed to handle incoming and outgoing customer calls. It serves as a critical bridge between companies and their customers, aiming to provide customer service, technical support, and sales. Call Centers are characterized by their efficiency in managing large volumes of calls using modern technologies such as Interactive Voice Response (IVR) systems and Automatic Call Distribution (ACD).
Call Centers are essential tools for enhancing customer satisfaction, improving interactions, and increasing customer loyalty to the company. By simplifying the communication process, they have become an integral part of companies' strategies to deliver exceptional services.
Telecom + CTI
Computer Telephony Integration (CTI) is an advanced technology used to integrate telephony systems with computers, enabling companies to streamline and enhance communication processes within Call Centers. CTI empowers employees to make and receive calls, manage voicemails, and log data directly through a unified software interface.
When CTI is integrated with telecommunication solutions, it achieves full synchronization between communication networks and information systems. This integration allows companies to enhance call management, analyze data more effectively, and deliver a more personalized customer experience. By leveraging CTI, call center and contact center agents can manage customer interactions more efficiently. They can access essential call management functionalities and customer information, which helps them reduce manual errors.
Our CRM System and Employee Integration Solutions for Call Centers
At our company, we offer innovative solutions that focus on developing CRM (Customer Relationship Management) systems tailored for Call Centers. Our systems enable companies to enhance interactions between employees and customers while achieving the desired operational efficiency. The CRM system plays a pivotal role in connecting all Call Center employees within a unified and seamless environment, facilitating effective access to and management of customer data.
Our solutions provide comprehensive integration between CTI and CRM systems to ensure an exceptional customer experience. With an intuitive user interface, employees can effortlessly manage calls and customer requests. Furthermore, our systems support detailed reporting and analysis to enhance Call Center performance, while offering the flexibility to customize solutions to match the specific needs of your business. Leveraging our expertise in software development, we guarantee improved Call Center operations and the highest levels of customer satisfaction through advanced systems that combine modern telecommunications and data management technologies.
Completed Projects
Gemzo Company: We built a call center platform with voice and screen recording capabilities, developed a CTI interface for seamless CRM integration, and created a dynamic IVR tree linked to the Gemzo database to automate services.
Sawa Organization: We developed a call center platform integrated with Gender-based violence (GBP) CRM, provided a single view for agents, and implemented real-time reporting with a comprehensive dashboard for performance analysis.
Save the Children + Sawa: We built a robust referral system for seamless case transfer between platforms, empowered with advanced telephony features using CTI agents.
UNICEF: We designed a referral system to facilitate case transfers across various organizations and empowered platforms with CTI-based advanced telephony capabilities.
TRC Organization: In cooperation with Purex Company, we developed a unified platform for Treatment and Rehabilitation Center (TRC) that help in efficient case management, resource allocation, and data-driven decision-making.