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Call Center Development and Implementation Projects
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Scenario
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Today, Customer is the king and information in right time is the need of the hour. The BSNL customer were facing a lot of difficulty in (1) Accessing the information about the services being offered by BSNL (2) Getting value added services (3) Information pertaining to himself (4) Complaints related to services. The solution of the same was an integrated Call Center with all the CRM working in the operation unit.
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Requirement
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Telecom and Energy was looking for a call center blended both inbound and outbound to cater the services being asked by their potential and existing customers. The Call Center should have the basic feature of integrating with different kind of CRM packages working across the operational units. The system required should be scalable both in terms of increasing the service requirement and changes happening in the world of telecom services.
Scope & SIS OFFERS:
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Technology
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We have variety of solution for various business verticals to provide complete solution in terms of contact center. Out solution is tightly integrated with existing CRM so that it covers all aspects of the business contact to give highly satisfied experience to their customer.
We have call center solution based on different technology, mainly
- Switch based Call center
- Server based Call center ( Dialogic )
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SIS offers number of solution depending upon requirements of out client and flexibility to integrate with their business requirements.
- Inbound Call Center
- Outbound call center
- Predictive dialer
- Auto Dialer
- Preview Dialer
- Inbound/outbound call center
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Components
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SaiCall is complete suite consists of various modules to operate call center or contact center in different situation.
- CTI Server
- Flexible IVRS
- Agent Client
- Administrator client
- Scheduler/Calendar
- Monitor and Alarms
- Reports
- Workforce Management
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Critical Success Factors:
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Integration of existing CRM Servers: BSNL has different packages working for CRM activities across the operational units. These CRM can exist in Oracle/Sybase/DB2/SQLServer and even in Foxpro.
Application to match Local Scenario: The requirement of services being offered through these call center is geography specific and depends on the customer base and competition scenario. SIS does the case study of the requirement and presents the complete solution to meet the requirement and configure the application to meet the requisite.
Training Agents and Supervisor: SIS do understand that any system integration project is incomplete without the handing over of the technical knowhow and operational knowledge to the customers. SIS practices this in action and hands over the complete knowledge to the customers so that the operations of the call center can be handled by the customer himself without the hindrance.
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Project done so far
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- Ahmedabad Telecom District - BSNL (Inbound/Outbound Call center integrated with CRM/Billing System)
- Gujarat GSM -BSNL ( 150 seats Switch based Inbound/Outbound Call center integrated with CRM/Billing System)
- Rajsthan BSNL (Call center Inbound/Outbound Call center integrated with CRM/Billing System)
- UP(West) BSNL (all centers spread across Noida, Meerut and Bareilly Inbound/Outbound Call center integrated with CRM/Billing System)
- UP(East) BSNL (Call center Inbound/Outbound Call center integrated with CRM/Billing System)
- Kerala - BSNL (Call center Inbound/Outbound Call center integrated with CRM/Billing System) spread across Trivendrum, Ernakulam, Trichur and Calicut.
- MP BSNL (Call center Inbound/Outbound Call center integrated with CRM/Billing System)
- Raipur BSNL (Call center Inbound/Outbound Call center integrated with CRM/Billing System)
- iCall,i Factor, Ahmedabad Predictive Dialer International
- BJP, New Delhi - Unified Messaging System
- ONGC Mumbai - Unified Messaging System
- MGVCL Call Centers at Vadodara, Anand and Godhra in Gujarat.
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