Projects - Frontex Call Center

Frontex (http://www.frontex.bg)

FrontEx International is a company that offers call center services and is exclusively specialized in debt collecting and management.

The product is an information system of independent activity of Frontex Contact Center. The system used IPCC Enterprise for making outgoing calls from campaigns to clients / cases. Also supports incoming calls and depending on the client shows information about him and his participation in cases.

The Information system is developed on a modular principle and allows easy upgrade to new functionality and modify existing ones.

List of capabilities of the decision:

• many agent’s desktops wich displayed the on the agent depending on the call type - outgoing, incoming, dial manually by an agent, transferred, etc.
• different data on the outgoing calls desktop for depending on the case from which the call is
• import of many different data for customers and cases
• possibility to defininig fixed and additional information of customer and call
• a client can have many phones (mobile, stationary, business, etc.) and many addresses (home, office, etc .)
• searching of call and customer by fixed and additional information
• searching data from cases
• export of data for clients, calls and cases
• sending SMS
• users of the system - agents, supervisor, administrators
• statistics for calls and cases
• recording and playback of the call
• ability to automatically and manually dial the phone