- Software description
SugarCRM software is important marketing tool for campaign management. It contains an overview of all dialed customers and stores output information. Interface is very flexible and allows connection to a wide range of other applications. The module specifically designed for this CRM system create to the user interface for the call proccesing and it is possible to define customized call script.
Transmission of voice (telephone) signal through a computer network is one of the most topical issues currently. Mainly using of the Internet as a backbone infrastructure for the telephone system is very convenient.
The main reason is that the current telephone system is very inefficient. The voice signal is not compressed and it is allocated statically his band - regardless of whether the actors just talking. The technology of computer networks are much more advanced, and since their deployment can be expected to substantially more efficient use of transmission cables. The operating costs of IP telephony are much lower than the old-fashioned way of telephone traffic. You can use a lot of automated services with simple setting, that can be charged in older networks (voice self-service (IVR), call forwarding, autoresponder, ...).
IP telephony is a reliable, stable, based on international telecommunication standards.
We can legitimately claim that the development of the company's VoIP technology, and the IP telephony applications such as VoIP, is essential in both economic and practical issues. We offer our clients turnkey VoIP installation by installing open source PBX, VoIP and service settings.
Much easier to install and configure
Easier management of exchange through the Web configuration interface
Reducing the cost of calls
Telephone lines are not needed, computer network use
No limit form suppliers
Better customer service and productivity
Allow users to connect your phone anywhere in the office
Allows easy and cheaper roaming services for users
More features are available as standard
Trixbox IP PBX is a PBX based on Asterisk with a web configuration interface of the FreePBX project. The advantage is quick and easy installation, a large number of functions accessible and convenient administration of Asterisk. Still remains a possibility to directly edit the configuration files of Asterisk. Trixbox is suitable not only for phone calls, but includes a number of interesting extensions, such as FOP, ARI, Munin, CRM, HUDlite and many others.
> Simple and clear installation
> inexpensive hardware
> ability to communicate with Windows and Linux and MAC.
> resistance to external attacks
> easy integration with other software
Calls: call forwarding on busy and rejection, records calls, routing calls, call forwarding, conference, do not disturb the music while waiting.
Inbound journey: queues, groups, messages, interactive voice response (IVR) - 'menu', answering machine, caller ID, block ID, time conditions.
Queues: to sign agents, different strategies ring (all made at least call random, etc.), notification of the order music.
Conference: password Conference, records , menus, announcements on the number of people, a notice of arrival, etc.
Groups of agents in group settings, ring strategy, and other settings.
Statistics: CDR, logs, comparison, monthly traffic, the daily load.
Integration of SugarCRM with Trixbox VOIP has created cost-effective call center CRM system with the advantages and wide possibilities of setting VOIP PBX. Open Source in both cases ensures easy mutual integration, low cost and simple operation. In SugarCRM was created by calling a script that you can define user interface directly from the CRM system. This can be easily structured to create a call script with tig boxes or answer text box.
By link or automatically runs together with Trixbox PBX and then connect the call. The PBX is connected to the SIP account, where the operator monitors the cost of calls and can be easily selected by the operator to ensure effective calling rates. Internet call is compared to conventional calling more affordable and cost of call center operations are fundamentally different from other service centers.
Evaluation of call in the background of SugarCRM in real time. One can therefore form reports that real-time monitor the status of calls made and their results.
2. The customer
Art for Comunnication Ltd. is market researcher company. Company is a progressive and rapidly growing. Their demands for quality call center with fast and automatic processing of output data increases proportionally with the demands of their customers on quality market research. Especially in the pre-election period, can be expected to increase demand for these services, the company needed to improve and automate as much as the process of evaluating data from surveys.
The situation in the short time required to build a low-quality call center with at least eight stations for operator and adequately secured application server for data processing. The system must be capable for large amounts of data when importing database for calls and provide clear and simple redistribution of these targets to individual operators. Individual operators need to streamline their work and monitor their success.
Major requirement was the need to choose between several options, depending on the questions being filled, or just enter the called targets.
The requirement to output data was a summary of calls made.Report with not-held calls, also an overview of held calls, when called target refused to answer questions. The client needed to know the percentage of the answers to all questions of the script, as well as gender, age and residence (city, city district) of the respondents. The assessment was currently required for each day past the call.
4. Our solution
We created eight service stations operators, which were equipped with handsfree kit for making calls, IP phone and a computer station for use SugarCRM system.
On the medium performance server system was installed SugarCRM, Trixbox PBX and firewall for security.
Server is connected to the Internet and VOIP operator is mediated SIP account to call.
Diagram call center can be seen in the picture below.
5. Benefits for the client
This solution enabled the client to easily purchase a full-fledged call center. Installing of applications and putting server into operation took only 5 days after delivery of hardware. Software SugarCRM CE and Trixbox as open source products are available at no cost and input cost was only hardware, integration and mutual calling script. Thru operations of call center can be calculated only the costs of calls and SLA services associated with the operation of applications on the server.
Supervisor easily redistributed targets individual operators and defines the scripts, according to which the call is proceed. Variable can edit what information is important for the operator and highlight them thru call. Basic information such as address or age can be verified by the operator during the call, and modified.
The system distinguishes between non-existent number, and call rejection not held caller to answer. It is possible to repeat calls in another time.
SugarCRM after import targets for each campaign generates a script, where he reports on the success of the charts and displays statistics answers. Reporting is formed for to report operators in real time.
Data logger records all calls for subsequent analysis.
6. Possible solutions development
Open Source is very suitable for further expansion. Still improving call script, which is now for example possible to define in advance the creation of flow diagram and then import into the system. In cooperation with the supplier of database, you can integrate this system on an online application that will automatically import into the new call objectives and it can be very precisely defined criteria for the target.
Surveys will be compared with each other in time. System will be able to automatically evaluate the work of operators. Automatic pre-calling of next numbers will save a lot of time in one polling cycle.
The solution can be used as a hotline or for an active call. The system allows you to create a queue of callers own voice self-service with the output directly into the CRM or distribute calls to free operators.
With solutions we provide complete service support applications ranging from 8x5 levels and higher, through which we provide automatic migration to the newly created version of the call center integration and applications used.
Core Net Solutions Company plans to further develop applications for the calls and the call center project.