Call center module use case - OpenSIPS · 19.04.2015 20.04.2015 21.04.2015 Tota Average Number ot...
Transcript of Call center module use case - OpenSIPS · 19.04.2015 20.04.2015 21.04.2015 Tota Average Number ot...
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Call center module use case
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Networth telecom / CNSI
• ISP• MVNO• Voip provider• Call center integrator
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End client situation
• Eight call centers• 10-16k calls per day• Low quality of service• 20+ Queues• Work stressed supervisors and operators• No global resource management• 350 operators• Unequal client distribution
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The problem
Queue 1-2 Queue 3-5 Queue 6 Queue XYZ Queue XYZ Queue XYZ Queue XYZ
50%50%
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Client « La poste » Call-center solution
OpensipsRtpproxy / Asterisk
Queueing / distribution
Average waiting time -20%
Number of answered calls + 10%
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Management interface realtime Queues
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Management interface realtime Families
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Management interface realtime Callcenters
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Management interface realtime Agents
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Management interface reports Callcenters
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Management interface reports Families
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Management interface reports Agents
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Management interface Skills
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Management interface Call management
Dissuasion Transfer
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Recordings
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Call center motivation screen
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Last two years of use stats
• 8m+ calls served• Opensips never crashed• Better resources planning• Happy customer
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Questions ?