Technology
We collaborate with leading communication technology providers, offering modern solutions that make a difference. By utilizing new technologies, we enhance our commitment to our customers and support the achievement of their goals.
Technological Choices for Call Center Service Support
Our company's IT Department has adopted a flexible and efficient technological architecture that supports the demanding needs of our clients in customer service. The key pillars of our infrastructure are the Genesys, Vicidial, and Citrix VDI systems, which work together to provide high availability, security, and scalability.
Genesys Cloud / Engage
The Genesys platform is the cornerstone of omnichannel customer service. It provides:
• Unified communication management (telephony, email, chat, social media)
• Advanced routing and automation tools (routing, IVR, bots)
• Integrated data analysis and real-time dashboards
• High availability through cloud or hybrid infrastructures
Vicidial
Vicidial is a reliable and flexible open-source solution for outbound and inbound campaigns. We mainly use it for:
• Predictive and manual dialing
• Telemarketing and survey campaigns
• Integration with CRM systems
• Performance monitoring via a web interface
Citrix VDI
The Citrix Virtual Apps and Desktops (VDI) platform allows us to provide secure and remote access to our agents, regardless of location. The main benefits include:
• Centralized data control and security
• High performance even with low-bandwidth connectivity
• Ease of scaling for seasonal needs
• Support for BYOD (Bring Your Own Device)
CC CRM (Contact Center CRM)
The CC CRM is an in-house web-based application, specifically designed to meet our call center teams’ operational needs. It serves as the central hub for the operation and monitoring of campaigns and daily activities. It includes:
• Campaign Creation & Management: Supports both inbound and outbound campaigns, with the ability to customize scripts, goals, and teams.
• Call Management: Recording and categorization of incoming calls aimed at analysis and service optimization.
• Analysis via Power BI: Integration with Power BI for dynamic KPIs, statistics, and trends visualization.
• CDR Export: Automatic production and export of Call Detail Records for internal or external use.
• DND List Management: Monitoring and management of the Do Not Disturb list, aimed at compliance with regulatory frameworks and customer protection.
• Workforce Management (WFM): A subsystem for automated shift planning, based on rules, availabilities, and historical data.
