Call Center

NTS has ready to use, off the shelf Call Center Solution. NTS Call Center Solution has the following components, each described separately.

1. ACD
Automatic call distribution System. It will be used to terminate calls to Customer Care executives along with Computer Terminals connected to IVR System as well as CRM Software.

2. IVR System
IVRS Can have customisable call flow and it works in tandem with ACD.

Features of IVR System:
1. Programmable voice prompt
2. Programmable Operation : Call Flow selection
3. MIS : Management Information System for IVR performance monitoring, Call records as per date, time, caller id if any, duration, new inquiry records, play back.
4. Database connectivity. ( MS SQL or MySQL or Oracle)

Organization of Software:
IVR Software will reside in server PC and MIS Software will reside in any client PC and installable any client PC on the AN.

3. VOICE LOGGER
Features:
1. Calls will be recorded when there is call as per time stamp.
2. Recorded Audio will be compressed to save hard disk space.
3. MIS will have following:
Number of calls, Call display as per date/time, caller id if any, duration.
4. Database Connectivity : MS SQL or MySQL or Oracle

Organisation of the Software
Voice Logger software will reside Server class PC and MIS and Playback Software can be installed in any Client PC on the LAN.

4. SMS GATEWAY
Will be integrated with CRM Software through a common table in a database ( MS SQL or MySQL) or common text file(s).

Functions of the Software:
1. It will pick a row from a table in CRM which has a field “FLAG” having value “UNSENT” along with SMS text, Mobile Number, Time Date Stamp, OutTimeDate Stamp and send the SMS text SMS to that mobile number and reset the FLAG as “SENT” and updates the OutTimeDate stamp.
2. As soon it receives a new SMS, it will insert into a CRM table with flag “NOTPROCESSED” with Mobile Number, SMS Text, time and date stamp.

Total Organisation of the Call Center Solution :

1. One Server class PC will have Both IVRS and Voice Logger Software. It will also have two Dialogic/Donjin CTI cards one 16 ports each.
2. MIS Software will be installed another machine on the same LAN.
3. Database will remain on either machine as in (1) or another Database Server Machine on the LAN.
4. CCE (CUstomer Care Executives) Machines will have a simple pop up software which will display caller id/ caller details as per database record when the call is transferred from IVR.
5. SMS gateway will have a GSM Modem connected to the PC where NTS SMSEnable software will reside. Can be any Machine on the LAN.

To know more about this Call Center Solution, Contact Us :