Computer Telephony Integration Call Center


Handling Calls Without Hang-ups

Every 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:

  • Improve call center efficiency and close more sales
  • Manage leads better internally
  • Improve reporting on call center activity

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.

The outcome:

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%.

  • Call Efficiency: Increased 25%
  • Call Volume: Increased 29%
  • Training Time: Reduced 75%

<< Back

Contact Us

Case Studies

Customized Mobile Application Development

img3_small Bringing together multiple relevant software platforms, SD3 created an app that streamlines workflow assessment in real-time. Team members in the field can communicate smoothly with home office, each one in sync with work orders, updates and more. Read More...

HipaaCat & My Doctor Note Android and iOS Apps

case_studies_img3 A hospital system that relies on communication of critical and highly private patient information needed a safe way to do so electronically. The forward-thinkers at SD3 developed an app enabling chiefs, residents and nurses to securely send and receive images and/or messages. This required creation of a custom camera application to keep images off the “camera roll” for security and yet still gave full control of image details. Read More...

Data Warehouse Telecommunications

img10_small When the regional arm of a large cellular provided needed a massive tech fix, SD3 provided the solution, in the form of a system to monitor performance of cellular towers to troubleshoot every factor imaginable. This data retrieval and storage system not only earned a Corporate Award for Excellence, but ended up being implemented nationwide. Read More...

Website Development Marketing

img13_small SD3 built a customized marketing site that leveraged the client’s need for a heavy web presence. The environmental services company came away with a site that not only pumped the brand, but enabled the company to access regulatory adherence documentation, product lines, customer education and other critical information. Read More...

Healthcare Network Security

img14_small Multiple Network Security and HIPAA Compliance A healthcare company needed to insure that its computers, databases and networks were safe from ... Read More...