Implementación de la plataforma “evolution”

Abstract

A call center is a business unit whose epicenter is the people and where the focus lies in successful communication. We live in an era when technology is revolutionizing communications, and most successful call centers use a wide range of applications which range from PBX and Automatic Call Distribution Systems (ACD) that route calls, answer Audio Systems (IVR) and voice mail systems that provide an automated response capability and self-service; systems with Relationship Management (CRM), that the agents use to access and work with customer records and a range of reporting systems, supervision and quality monitoring; that managers can use to manage the operation of call center and measure its performance. The reason that we chose to implement this new platform, was the current need to expand the company has operations in the Ecuadorian market. In the particular case of the company, within a wide range of possibilities it was decided by the implementation of Call Center Evolution of minimum costs to be incurred, as the company has all required hardware, database licenses data telecommunications infrastructure for the marking of the calls. Other applications are used for implementation are licensed under GPL