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
