Software with CRM system for contact center

To solve the tasks of the contact center, OLYMP CDL requires an IT company to develop software with CRM system.

Main requirements:

Organization of a Single Operator Workstation in the form of a softphone, including both telephone functionality and the operator's conversation script with the display of the necessary inform ation in the required volume, pulled from various inform ation systems used in the company, as well as an existing, updated knowledge base, without territorial binding

Creation of an opportunity for an operator to record the result of each call in a conversation script for the purpose of further sampling of summary statistics (both on the call and on the inform ation marked in the conversation script);

Organization of automatic distribution of all types of calls to target groups, in accordance with the specified rules of call servicing (considering the skills of operators);

Creation of voice greeting (IVR) with the ability to redirect calls according to various algorithms, in accordance with the need (with the ability to make changes to the scenario online using the graphical scenario builder);

Possibility to process in the Single Operator Workstation the appeals via alternative channels (SMS, e-mail, web-chat, Telegram, WhatsApp, Instagram, Viber, Facebook/VK Messenger, Facebook/VK posts) chats with the company from aggregator sites. Accounting of all types of requests in a single history of interaction with the client (which is displayed by the operator in the conversation scenario), including phone calls (client card synchronized with the existing inform ation system).

Operator management in real time;

Recording of Operators' phone calls;

Access for supervisors, head

Data backup on cloud server

Module of automatic call without operator's participation, in the mode: progressive or ivr

Module of automatic detection of answering machines.

Module for sending messages by email and SMS

Managing the quality of work of the contact center as a whole, and each operator separately by forming various samples of calls and further listening to them with evaluation by predefined key performance indicators (KPI), as well as with the evaluation of each operator by indicators that are not tied to a particular call;

Forecasting the load in the contact center, determining the required number of operators to maintain the target level of service;

Automatic construction of operators' work schedules considering the forecast load of the contact center;

Online rebuilding and optimization of operators' work schedules;

Control over the work of operators, checking compliance of planned work activities with actual ones;

Downloading reports on planned and actual work of operators.

Receipt by the Supervisor (contact center Operator Coordinator) of real-time statistics on the work of the contact center for operational planning of operators' work;

Receipt of chronological reports on the work of the contact center for control and long-term planning of development of the contact center.

Possibility to segment customers (from CIA/LIS) and to add additional parameters.

For contacts: isayeva.a@kdlolymp.kz