EFEKTIV
Implementation of a flexible Telephonic Workflow System
Chouette was contracted by Old Mutual to provide a structured call flow workflow for an outbound call centre.
The Challenge
The challenge with eFektiv was to provide a structured call flow workflow for an outbound call centre.
High volumes were expected in various campaigns requiring a strong focus on productivity, efficiency and management reporting.
The requirement included the following business processes:
› Data loading
› Scripting
› Management reporting
› Telephony Integration with existing Avaya technology
› Admin interface for configuring scripts
› Security admin
Security of confidential information was critical.
The Solution
A thin client application was developed for optimal performance and ease of deployment in a corporate environment.
Telephony integration was implemented using the Avaya TSAPI API. The telephony events are sent to and from the server to provide this feature requiring some complex interaction between server-side and client-side components.
Features include:
› Auto-dialling facility
› Generic data structure allowing any data set to be loaded
› Generic call flow design allowing any call flow to be deployed
› Template based SMS and email notifications
› Dynamic workflow
› Generic and custom reporting
› Fully functional interface for visually impaired users
Summary
Industry
Financial Services
Client
Old Mutual
Service
Turnkey Solution
Technologies
HTML5
JavaScript
WCF
MS C# .Net
MS SQL Server 2012
Avaya TSAPI API
Comet
Telephony Workflow
Currently undergoing a rebuild
The eFektiv was developed as a commercial product. Please get in touch with us if you are interested in the product.
