Smart Call Center - Using 3CX
Most Call Centers are built to service large clients. As such there are hardly any solutions to serving smaller clients which can be serviced using non dedicated response staff. This form of call centers are highly technology driven with staff multi tasking across clients. This needs a redesign of the process as well as the technology. The purpose of the research done for RMA Singapore was to design the technology using an existing telephony provider like 3CX and build a multi tenanted CRM software for effective response.
This is an ongoing research where we are supporting the client in building the enterprise grade proof of concept that would later be converted to an enterprise roll out.
The expected increase in returns on investment is expected to be in the range of 300-600 bps.