A Call Center service company (inbound, outbound, help desk, etc.) uses software tools to manage services such as CRM, HelpDesk, etc. .. The telephone infrastructure plays a key role in cost control and efficiency of service. Typically a modern call center needs:
Benefits and advantages
Application’s Integration: Celesta is conceived as an open solution allowing easy integration of external applications such as Help Desk, CRM. The time and costs for the integration are minimized thanks to the software tools offered with the application, while external web applications can be integrated just with the configuration of user parameters.
Remote agents: With the full VoIP support it is possible to connect remote operators while maintaining a unique centralized infrastructure, adding flexibility and reducing of structural costs.
Telephony bills reduction: Again thanks to full VoIP support any type of SIP trunks can be integrated into the system, as well as integration of GSM trunks and remote gateways to terminate calls from overseas offices.
Investment Optimization: PBX solutions can be scaled from few to hundreds operators by adding new agent, trunks and PBX only when they are required. The system can grow to adapt to any development plan without barriers maintaining all the features and functionalities. The system allows to use standard SIP softphones selecting the best match without the constrains of a proprietary system. Operator Time Optimisation. The PBX built-in call distribution engine (ACD) minimize the waiting time of operators, the built-in multilevel IVR allows to effectively direct calls minimizing the use of operators.