CommTEL – A Contact Center Communication Suite

CommTEL -a first-of-its-kind application suite for a state-of-the-art contact /call center which leverages the power of VoIP and delivers a software solution that is exactly the requirements of any business categorized either as an SME or large enterprise with vastly distributed operations.

CommTEL kernel is based on a stable PBX platform known as CrossX, and its modular architecture enables to get a functional call center up and running at minimal cost, wherein additional components can be added subsequently as business and requirement grow.

CommTEL call center software suite has been designed with the fundamental objective of addressing the need of thousands of enterprises who deeply realize the necessity of  technology  in order to multiply their business, but do not-

• want to invest huge CAPEX for any high-end hardware or software and 3rd party licenses
• have a team of expertise to manage complicated software suite
• want to interact multiple vendors for support and services
• and finally can not afford downtime during their operations

A high-level component break-up of CommTEL would reveal its major advantages, which are namely-

CrossX - this is the heart of the CommTEL system, which provides the basic PBX functionalities. This entire module is tightly integrated with LINUX OS and written in C and C++. CrossX provides a great amount of flexibility in configuring and developing new features over traditional hardwired PBX systems. It consists of the system level functionalities like

• Voice engine
• ACD and Call Router
• IP telephony
• CDR reporting

CrossX is developed to be compatible with all major telephony signalling protocols like PRI/BRI, VOIP, SS7 ,3G etc.

LCORE - this is the database component of CommTEL system. LCORE is developed on MYSQL- the revolutionary open source database system. MYSQL is a simple, feature rich, lighter database system that provides high security and availability. LCORE uses CSQL ( a main memory DB system ) which provides 20 – 30 time faster data access than any other disk based database system. The inherent design of LCORE makes CommTEL the faster and stable system.

CallDesk - one of the most powerful Agent desktop interfaces available in the world of contact centre solutions. This is a Web-based interface which makes use of some innovative technologies like “server-push architecture” and AJAX which nullifies the requirement of page refresh to update page content or status. Incorporates in-built non-intrusive supervisory features, which helps in better call handling and increased “1st call resolutions”. Calldesk provides an unified window for Call handling and data update by integrating customer CRM in the same page.

CommTEL - is the brain of entire solutions. It integrates all these wise components to provide an world class solutions. It is entirely developed on SUN Microsystem’s Technologies , but the architecture can be supported by Microsoft technologies also. It provides basic application level functionalities like-

• Campaign management
• Agent management
• Predictive dialer
• Real-time status
• IVR design

CommTEL platform also includes features and applications on demand like -

1. Admin desk – unified administrator desktop
2. CRM designer
3. IVR designer
4. Integration with SMS and E-Mail
5. Integration with any 3rd Party PBX

As a critical interface between customer and product offering,  the contact center is an critical tool to improve business  growth. Keeping the operational demand in mind features of CommTEL were developed , few of which are listed below-

• Support for Inbound, Outbound and blended mode of operation.
• Skill / Need /Priority based routing.
• Highly available system, with in-built fail-over mechanism.
• Support predictive, preview, auto dialing.
• Supervisor can barge-in, coach, monitor non-intrusively  and on-demand.
• Support for web-based or applet based CRM or Oracle forms app.
• Intelligent, highly configurable tools for Campaign and lead management.
• Stats like penetration rate, lead generated, sales processed  etc .
• Callbacks and Chain no dialing.
• Broadcast messaging.
• Global / Campaign wise DNC management.

For more information visit:http://lakshyasolutions.com/html/prod-comtel.html

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Tags: call center, Callcenter, commtel, Contact center, Suman Subudhi