The Call Center is a CT (computer telephony)
based solution built upon the latest technology –
it is not a vendor-specific solution but an open
architecture, PC-based system. As a result, its
functionality can be extended freely and without
limits and it can be integrated with other systems
(e.g. e-mail, mobile phones, etc.). We would like to emphasize that being a local development, the system provides the best possible way to answer individual needs. The quality of technical implementation is proven by local and international references.
The production systems manage several
100 thousand calls each day.
The Call Center system consists of three main components:
Host interfaces
These provide the connection between the host systems and the Call Center system.
Such an interface is the module connecting the Call Center with the local database (IBM, Unisys, DEC Alfa, Tandem, SQL).
Central transaction controller and multiplexer
This component provides links among the different interfaces and front-end modules. Furthermore, it manages load balancing and provides real-time redundancy, that is, it instantly switches to the secondary server in a transparent way to the users. Together with the host interfaces, it protects both the clients and the hosts on the transaction level.
Front-end modules
These modules are responsible for displaying data in an appropriate form, as well as for the communication with the user in the method provided by the particular transmission
channels (screen, voice, SMS, etc.).
Logical architecture
Advantages of the structural design
lAny of the front-end modules can use any of the interfaces. This way one type of link needs
to be configured only once and then it can be used on any of the channels.
lA front-end module can concurrently connect to more than one interface, which makes it
possible to define complex, inter-system transactions.
lOne type of interface can exist in several instances to offer load balancing and redundancy.
lThe interface, the central controller and the front-end modules can be positioned far, even
at great geographical distances from each other.
lThe information flow between the different modules can be encrypted and compressed.
Physical architecture
The physical architecture of the system is demonstrated by the figure. Any of the
modules shown can be multiplied. Thus a large number of computers managing phone calls and operator phones can be deployed at the same time.
The Interactive Voice Response (IVR) function of the Call Center can manage out/inbound calls, call waiting or groups based on predefined skills or service classes.
The supervisor function makes it possible to scan phone calls, give instructions or retrieve real-time load statistics.
The back office function offers logging and inspection tasks (listening to audio records, comparing the completed tasks with the recorded customer request, listening to the
messages in the voice mailboxes); it can also prepare midterm statistics (daily, weekly, monthly call info, customer call waiting, successful and unsuccessful calls or functional distribution).
Phone conversations are digitally recorded onto high capacity media by the audio
recording function of the Call Center. The recorded calls and the screens are stored with timestamps, thus they can be retrieved by date, operator, subject or workplace.
Functions of the individual modules:
High-perfrmance IVR system
IVR (Interactive Voice Response) is the module managing the phone lines. It is
responsible for establishing connections, disconnecting, playing the audio samples and decoding the dialed numbers. It also controls the operator lines, VoIP (Voice over IP) communication and the audio recording.
Functions of the IVR:
udetecting calls
uestablishing connections
ureceiving calls
udialed number identification (ANI/DNIS automatic number identifier/dialed number identification service)
udisconnecting calls
uevaluating the status of the device (picked up/hung up)
uringing the devices
uconnecting the operator’s line to the phone line
umaking conference call in case supervisory scanning
uplaying audio samples
udetecting DTMF codes
uaudio recording
ucommunication with other components in the system (server, operator workstations)
ulogging and registering statistics
ustatistics: number of received calls, number of rejected/refused calls, average waiting time etc.
Workstation
Several programs – the applications that support the work of the operator – run on
the operator workstation.
One of these is the front-end application that enables the operator to provide the
appropriate level of service by accessing the information in the database. A different application, the operator client program allows the operator to receive calls, or perform other call center specific tasks by logging into the call center server. If the
communication is established using VoIP (Voice over IP) solutions, a VoIP client
program – that functions as the phone set – is added to the range of applications.
Back office workstation
The back office is in charge of those call center related tasks that are impractical or impossible to perform during the customer call, or that are not related directly to a
particular customer. Such are, for example, the analyses of the different call statistics, inspections, listening to audio records or handling the incoming requests arriving via mail, fax or e-mail.
SMS module
The logical component carries out the data exchange with the mobile service provider, the encryption, Bank Card Control (TransactionControl, Daily Balance,
Limit Control, Interactive: Receiving/Sending messages interactively, Transferring money), Logging and other functions.
SMS module functions:
udetecting inbound messages
uidentifying the message sources
usending outbound messages
ucommunication with other components in the system
(server, operator workstations)
uchecking customer data, recording the data of new customers
ulogging and registering statistics
Summary of Call Center srvices
The Call Center offers the following advantages:
uManagement of inbound/outbound calls
uCall control
uAutomatic call distribution (ACD)
uOperator groups based on their skills (automaton, average, expert, supervisor, etc.)
uAudio recording (digital, timestamp, retrievable based on different criteria: time, operator workstation, subject, etc.). Back-up, long term storage
uSpecial treatment of specific calls
uNight service (after office hours calls are redirected to specified terminations, e.g. voice announcements)
uCall waiting status display
uLoad balancing (if there are many callers waiting in a particular line, calls are
redirected to a different line)
uVoice announced information
uManagement of the IVR tree structure
uEmergency connection, if no operator is available, calls are transferred, e.g. to a voice message.
uCaller identification
uPrior data assessment – the caller’s data, which is based on the information supplied by the client, are displayed on the screen in front of the operator
uMaking statistics – real time and general statistics
uSupervisory services (monitoring, instructions, call takeover, etc.)
uOpen to inbound channels (it can be extended with various types of interfaces, e.g. Internet, SMS, etc.)
uOpen to the front-end applications and database (it can be connected to more than one database)
uModular
uIt can be further extended regarding the number of operators, out/inbound calls and the service level
uAll activities are recorded for audit
uEasy administration and maintenance
uFits into the present-day IT and telecom environments
Summarized High-performance IVR system
Our IVR system manages several 100 thousand out/inbound calls a day.
In case of banking applications, it is typical that the calling customer wants to check ‘only’ its bank account balance or wants to receive information ‘only’ about the currently advertised new products.
In general, such customers can be served well through automated functions or can be switched to an operator.
The majority of the calls initiated by customers – 90 percent on the average – can be handled using IVR method.
The combination of up-to-date CT (Computer Telephony) technology and an open architecture, PC based system, result in a solution that can be integrated into other
systems and the functionality of which can be extended without limits.
Due to the modular structure of the system, the combination of the host interfaces and the central controller module can be extended by further additional front-end
applications serving further electronic channels (mobile SMS, e-mail interfaces).
This hierarchy grants the consistency of the information displayed via the different
channels.
Since the menu structure of the IVR system can be modified easily, the customer can append new menu branches or make new audio records.
The system has been running for several years now at OTP Bank Rt., the largest Hungarian bank, where it receives 100-150 thousand calls on 240 inbound lines daily,
and it handles 90 percent of the calls automatically to the greatest satisfaction of
the customers.
The system consists of several modules. Due to the modular structure different
combinations can be chosen from the above functions.
Our references are: Garancia Insurance Inc.,
Szerencsejáték Rt. (Hungarian Lottery Games - TELETIPP) and
the system runs in other smaller applications too.
Our company is ready to implement fully the Call Center system described above, including the assessment carried out in the bank, customisation the system, developing the host interfaces and tailoring the servers. Working with the mobile service provider, we also develop the SMS messaging system, train the operators, supervisors, system administrator staff, launch the system, and finally we offer Hot Line contact of our experts. Our software is covered by a lifetime warranty, meaning that any occurring
problems are fixed free of charge.
