Automated Call Record Processing Software for a Contact Management Provider Working with 15K Agents Worldwide
About Our Client
A Norwegian cloud contact management provider. The Client’s solutions deliver enterprise grade telephony, email, SMS, web chat and social media enquiries to over 15,000 simultaneous agents worldwide, which makes it one of the World’s largest providers today.
Challenge
The Client faced the need of finding, extracting and playing back phone call records that are stored in a separate database. The solution implied to be integrated with one of the bigger systems to enrich its functionality.
Solution
The Client turned to ScienceSoft, a telecom software company with more than 11 years of delivering custom solutions, to overcome the challenge. A team of ScienceSoft’s experts created a solution that allows extracting particular records from a database as well as converting them from wav to more commonly used wma, mp3 and ogg formats.
As number of recorded calls is instantly growing, it was decided to compliment the solution with a search option. A user can filter records by multiple fields, which significantly simplifies the process.
Results
The Client got a fully functional solution that not only allows extracting records and playing them back using a web browser, but also can convert records to wma, mp3 and ogg formats for more convenient usage.
For analyzing purposes, the solution was complemented by useful charting tool that allows visualizing call duration, latency and switching between operators unlimited number of times.
In addition, the solution has an easy-to-use search, which enormously speeds up the process.
The Client remained completely satisfied with the project quality.
Technologies and Tools
ASP.NET MVC 3.0, .NET 4, HTML 5 (Audio, Canvas), CSS, jQuery, MS SQL 2008 R2, ADO.NET, JavaScript.
