Solution Scope:

Designed and deployed call and screen management system to track all received calls on any PABX (traditional or IP) telephony /call center system, for many clients' organizations.  

Used Technologies:

Screen recording, call recording, call accounting, and call billing.  Sniffing and Mirroring.

Client Benefits:

• Improved business efficiency and outcome
• Creation of costing and pricing of calls for end users and customers for business purpose.
• Allowed clients to have full visibility on all incoming / outgoing calls statistics and data.
• Enabled clients to know accurate costing for all calls, and to make business decisions for agents.
• Allowed better agents / shift organization
• Availability of knowledge of calls source and destinations
• Ability to record all calls for monitoring, review, mentoring, and agents' quality trainings
• Provided smart screen recording and capturing all the maneuvering steps, clicks, applications, and data entries