Technical Specification
Description
The software was ordered by PT Integritas Makmur Mandiri (Imamatek), one of the leading Accounting software maker in Indonesia. They need a good call center software to handle their incoming calls to support their customers. Technology
- Web-based application with PHP
- Interfacing with Asterisk VoIP API
- Running on Linux server with Apache and MySQL The chosen technology allows for easy maintenance and wide support communities. Using open source software also benefits clients in terms of cost. Features
- Call distribution to extension groups
- Call timer
- Call restriction
- Call recording
- Send fax via application, and receive fax via email
- CRM Integration (know who is calling, saving caller info to database)
- Call spying
- Conference call
- Reporting and analytics: call history & graphs, average queuing time, unhandled calls This Call Center software is easily extendable to adapt to a client’s business process, for example it can include: inter-branch communication, least cost routing, automatic outgoing calls, smart IVR, call forwarding, etc.
Business Issue.
The company needs less expansive call center that also integrated with their customer data.
Business Solution.
We propose VoIP call center solution and blend it with their database on a CRM software.
Benefits.
Cheaper call center with recorded customer info.
Lesson Learned.
Integrating asterisk (voip) and CRM (PHP).
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