Call Centre Systems
Systems integration and bespoke application development cover the elements of a call centre systems project that cannot be realised by standard product configuration alone. The need for systems integration derives from a requirement to treat multiple stand-alone components as an integrated system. This brings many benefits to an organisation, one of the greatest being the automation of common business processes, such as order fulfilment. And, as contact centre systems often need to be integrated to other systems across the enterprise, a holistic approach provides significant benefits.
Systems Integration and Application Development
ProtoCall One specialises in:
- Embedding call centre functionality into desktop business applications
- Access to customer profile database to make routing decisions
- Bespoke agent Softphone development
- Desktop and backend integration to CRM and ERP systems integration between call centre systems
The key integration activities for a call centre system are the agent desktop and the back office system.
Protocall One´s highly competent consultants can tie together disparate systems or develop bespoke agent productivity tools to identify and capture system requirements, and provide detailed designs of the end functionality by selecting and employing the most appropriate solutions to ensure rapid development and implementation.
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