Sales and Customer Support Call Centre Integration
Black River developed a full service sales and customer support application for a call centre operated by a USA-based satellite TV service provider. The client required a custom solution built to exact specifications to streamline deployment on various infrastructure in domestic and offshore call centres. A dynamic CRM application with real-time integration into a centralized Asterisk PBX was created to serve the needs of the phone agents, along with a versatile administration backend designed to manage the call scenarios, schedule campaigns, and review the performance statistics of individual agents and campaigns in general. The system enabled over two hundred agents in San Diego and Manila to successfully collaborate on sales and support campaigns, and allowed the client to maintain the phone system at the lowest possible expense.