Call Center Solutions

The Call Center systems are entities specialized and optimized for handling the communication with clients, usually in one of the following possible operation modes:

• inbound - technical support center / customer care
• outbound - survey / research / poll center
• mixt - specific for sales department, marketing department, reception, etc.

These systems can successfully handle any other additional demands, based on the built in support for advanced features such as:

• optional HA (High Availability) architecture
• remote agents operation mode
• traffic distribution (load balancing) on multiple nodes
• integration with CRM/ERP like external systems
• custom reporting and monitoring, etc.

Inbound systems do not have specific resource requirements, except those necessary to match to the amount of traffic forecast. However, the performance of outbound systems is directly related to the way (manual or automatic) outbound calls are generated, which need to be as efficient as possible.

These are some high level examples of hardware resources required to cover the functionalities of a mixt Call Center with an outbound call pattern ratio (queue vs taken) of 4:1.