|Case Studies:Computer Telephony Integration - Call Center|
Computer Telephony Integration : : Call Center
Handling Calls Without Hang-upsEvery sales lead counts. So for an insurance company, we threw out the old and created a new, easier to use system for managing, tracking, and analyzing call center calls.
What the client wanted:
A direct marketer of insurance in Chicago's northwest suburbs wanted tighter integration between their phone system and their customer management system, so they could:
What SD3 did:
The analysis revealed that it wouldn't be worth the expense to modify the existing packaged software solution to interface with the customer management system when, for a comparable cost and development time, this company could have a fully customized, fully integrated system built around their own business needs.
SD3 worked with the client team to design, develop and implement a custom telephone interface for outbound calls and then integrated it into their C++/MFC CMS GUI. In other words, we dropped it right on top of their existing phone system so the user saw our interface when using the phone. Then we built a custom broker system in Java which talks directly to the phone interface via standard TCP/IP sockets. The broker system then logs all activity from the entire process in an Oracle database.
Call efficiency has gone up 25%
Having a fully customizable broker system has improved their ability to distribute leads internally and get detailed reports on calls and sales which translates into better processes and maximized ROI.
And last but not least, a better, more intuitive user interface has reduced training time by a remarkable 75%, and increased the call volume that users can handle by 29%.