Call Center Software (White Paper)
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Transcript of Call Center Software (White Paper)
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Multi-Site Open Source Call Center Deployment:A European Case Study
By Matt Florell President, eflo.net LLC
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By
Matt FlorellPresident, eflo.net LLC
Multi-Site Open Source CallCenter Deployment:
A European Case Study
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The Customer
Comdata S.P.A. - an Italian businessprocess outsourcing company that offerscall center services
Uniplay an Italian technology solutionscompany that is the direct customercontact, manages product customization
and handles all on-site needs in Italy
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The Requirements
Call center solution with:
Inbound and outbound call handling
CRM integration
Detailed reporting of calls
Detailed reporting of agent activities
IVR usage statistics
Connectivity between multiple locations Closed network with no direct Internet access
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The Network
MPLS closed network runs between allComdata locations providing a secure andclosed company-wide network
Outside limited access through restrictedVPN connections to a small number ofmachines on internal network
Telecom connectivity is provided by PRI E1circuits connected through Digium cards onthe Asterisk servers
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The Locations
Cernusco 15 call center seats servicingone client(MPE), expanding the system to150 seats capacity by April
LaSpezia 75 call center seats servicingtwo clients(ENI and Pfizer), 25 of thoseseats are remotely located in Rome
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The Solution
Asterisk open source PBX
VICIDIAL open source call center suite
SugarCRM open source CRM
QueueMetrics statistical analysis
MySQL relational database
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Asterisk PBX
Open Source PBX system features:
Virtually unlimited system capacity
Connectivity through PRI-E1, SIP and IAX
Easy connectivity of remote Asterisk systems Ability to connect with legacy PBX systems
Built-in voicemail and phone conferencing
No per seat or other licensing costs Never End-of-Life
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VICIDIAL Call Center
Open Source Call Center Suite features:
Inbound/Outbound/Blended call handling
Web-based agent and manager interfaces
Works across multiple servers Detailed logging of calls and agents
No per-seat or other licensing costs
Integration with other systems like SugarCRMand QueueMetrics
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QueueMetrics
Statistical Analysis package features:
Analysis of Asterisk queue logs
Analysis of VICIDIAL call and agent logs
Exporting of reports into several formats
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MySQL Database
Open Source Relational Database features:
Provides database back-end for: VICIDIAL
SugarCRM QueueMetrics
Allows for Master/Slave replication and failover
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User Interface Screens
Web-based agent and administrativescreens
VICIDIAL agent screen
VICIDIAL administrator and report screen SugarCRM
QueueMetrics
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VICIDIAL Agent screen
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VICIDIAL Administration
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VICIDIAL Report
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SugarCRM
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QueueMetrics
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Network Diagram
Comdata Multiple-Location Call Center
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The Challenges
No Internet access from servers
NTP time synchronization issues
Downloading of software updates
Inconsistent CallerID delivery in Italy
Logging differences between VICIDIALand QueueMetrics
MySQL tuning Digium T1/E1 card jumpers
Time and Language difference
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The Future
Adding 150 seats of capacity out of theCernusco location
A new installation at Padova
Adding new features to existinginstallations
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For More Information:
Comdata S.P.A - http://www.comdata.it
Uniplay - http://www.uniplay.it
Asterisk - http://www.asterisk.org
VICIDIAL - http://www.vicidial.org
SugarCRM - http://www.sugarcrm.com
QueueMetrics - http://www.queuemetrics.com
MySQL - http://www.mysql.com
eflo.net LLC - http://www.eflo.net