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Call Center Monitoring Software That Automates 27% of Client Requests

IoT PLATFORM

Call Center Monitoring Software That Automates 27% of Client Requests

Timspark crafted a tailored AI-powered call center monitoring software for a major telecom enterprise, seamlessly linking operators and customers within an integrated platform.

#Telecom

#AI

#Python

Client*

The client operates as an internet provider and offers a diverse array of internet services to customers situated across the European Union.

*We cannot provide any information about the client or specifics of the case study due to non-disclosure agreement (NDA) restrictions.

Project in numbers

duration

13 months

team

20 specialists

The team involved in the project

industry

Telecommunications

solution

AI call center software

technologies

React, Redux, Typescript, .Net Core, C#, .Net WebAPI, FluentMigrations, RabbitMQ, MassTransit, Windows, Linux, Python

1 x Project manager

2 x Business analysts

2 x Front-end developers

4 x Back-end developers

3 x Full-stack developers

1 x DevOps engineer

1 x VoIP engineer

2 x QA engineers

1 x UI/UX designer

1 x Solutions architect

2 x ML engineers

hire the team

Challenge

Our ISP client aimed to enhance customer satisfaction and support by developing custom call center software for improved scheduling. They required seamless integration with their CRM and task-tracking system to help operators quickly access client information and automate issue resolution.

Major objective

Empower customer service interactions with AI

Related objectives

Automate request processing

Build intuitive interface

Ensure security compliance

Smoothly integrate infrastructure

Solution & functionality

Timspark created advanced AI-driven call center monitoring software to direct client calls to appropriate operators through AI-powered voice recognition and request identification. Our solution utilizes a .Net-based microservices architecture for robust back-end implementation, including SIP and soft PBX servers. 

The front end, developed with React and Electron, offers a user-friendly desktop application interface. The system efficiently handles call routing, adhering to predefined regulations, and maintains GDPR compliance throughout its interconnected components to keep operator communication and responses swift.

AI-driven voice recognition and call routing

Our team integrated artificial intelligence into contact center operations to automate client support processes. Interactive voice response, call routing, and smart voice recognition capabilities are now managed by AI. Using modern natural language processing techniques and BERT models, the system engages callers, identifies their requests, and performs tasks like changing tariffs or ordering additional services. 

For complex inquiries, the AI routes call to the appropriate operator or department to provide specialized assistance. Intelligent routing optimizes customer interactions and allows operators to focus on exceptional service delivery and the resolution of complex issues.

Client request cards

Our AI call center software automated card creation and enables operators to access and update client details quickly. When a call is received, the system identifies the client and presents their card with personal information and interaction history. Each card includes an action plan tailored to the request to guide operators through the resolution process with step-by-step instructions.

Call recordings and statistics

The call center monitoring software software securely stores call recordings and provides customizable statistics and tools for analytics. Supervisors can monitor performance metrics, track interactions processed by AI, and optimize team efficiency. This part of call center software features enhances issue resolution and facilitates call operator training through comprehensive call logging and recording.

Automated task setting

Integrated with the company’s task management and CRM systems, our call center monitoring software enables efficient task creation and assignment. Operators can generate tasks from client interactions, transferring all relevant details automatically. Task progress can be tracked within the system to provide supervisors with insights into workload distribution and resolution status.

Results and business value

Our AI call center software boosts task management, optimizes workloads, and streamlines customer support. Its user-friendly interface enables quick responses, while its flexibility promotes collaboration across departments beyond telecom services.

Benefits for client

Timspark’s AI call center software is a significant improvement that has reduced the workload for staff to keep focus on more complex customer issues.

41%

faster customer success

27%

of requests automated

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We appreciate your interest in Timspark

    HRM web solution streamlining internal processes for 1K+ employees

    HR Software solution

    HRM Web Solution Streamlining Internal Processes for 1K+ Employees

    Our team developed a corporate HRM web application with an ‘admin-first’ approach that accelerates all the key HR processes and administrative tasks, from recruiting and onboarding to tracking personal development and benefits.

    #WebDevelopment

    #Enterprise

    #DataManagement

    Client*

    An international software development company that delivers a large spectrum of IT services ranging from IT consulting to IT staff augmentation and building advanced software solutions.

    *We cannot provide any information about the client or specifics of the case study due to non-disclosure agreement (NDA) restrictions.

    Project in numbers

    duration

    Ongoing (6 months for MVP)

    team

    13 specialists

    The team involved in the project

    industry

    Business management

    solution

    Database software

    technologies

    Java, Kafka, React, Redux, MongoDB, PostgreSQL, Bitbucket pipelines, AWS EKS

    7 x Developers

    1 x Business analyst

    1 x Project manager

    2 x QA specialists

    1 x DevOps Specialist

    1 x UX/UI Designer

    hire the team

    Challenge

    This web solution needed to incorporate a module system with specific modules for user and access control, process management, and data administration while remaining resilient and adaptable to both internal and external changes.

    Related objectives

    Enable data centralization within one system

    Allow adding new features without significant refinements

    Integrate dashboards with analytics

    Allow assigning the employee accountable for a specific process/task

    Integrate and optimize business processes

    Reduce the company’s operating costs

    Solution & functionality

    Our software development team built an automated web application and introduced a highly flexible database to correspond to frequent updates in HR and business processes. All the added features improve the handling of staffing issues and routine administrative tasks.

    Employee Profile

    Previously, employee information was scattered, lacking a centralized hub. Now, the HRM system consolidates all processes into a single platform. It enables task assignments, comment submissions, and filters employee data, allowing results to be saved in spreadsheets for analytics. In the Employee Profile tab, specialists access general info, Skills Management section, Development Plan, one-on-one meeting functionality, and document sharing. The system streamlines employee data management, improving decision-making and enhancing HR processes.

    Centralized system with flexible settings

    Frequent changes in the company structure, employee functions, and overall internal business processes needed centralization. To address this challenge, we upgraded the employee data storage and empowered it with highly flexible settings to easily update and obtain the information. We enabled access to organizational structure, advanced search, and quick employee searches using filters like name, administrative units, positions, managers, and employee filtering by professional expertise, skills, and more.

    Within our HRM application, we’ve introduced the following functionality:

    • Company structure tab
    • Organizational structure presented in both tree and list formats
    • Comprehensive employee list with various filtering options
    • Efficient employee search

    With these enhancements, we’ve streamlined access to crucial company information, making it more accessible and beneficial for the employees.

    Localization of HR processes

    Businesses based in different regions adhere to specific legal norms and HR processes, such as contract models, vacation management, probation, days off, and calendar plans. Our specialists faced this challenge by building a flexible modular structure within the Processes tab. Users are provided with a current set of options:

    Create process drafts and efficiently oversee existing processes.
    Receive automatic alerts when final versions of processes are prepared and published.
    Provide multilingual support, ensuring a more inclusive experience for users.

    Improved leave management

    Leave policies vary by office location, including time off procedures, probationary periods, and allotted days. This diversity may pose challenges, especially when employees relocate. The system simplifies sick days requests, providing a clear overview of time off entitlements, upcoming leaves, and request history.

    We have introduced the ‘Time off’ tab which displays leave balance, requests details (leave type, date, duration, quantity, and request status, subordinate requests) enabling managers to review their subordinates’ leave requests. Data export streamlines record-keeping in accounting programs.

    System settings

    Frequent changes in the company organization, employee roles, and operational procedures called for centralizing. We have introduced the bulk change feature with an intuitive UI in the “System Settings” tab to achieve this. It encompasses the company structure, allowing users to apply changes in bulk through a user-friendly interface.

    Additionally, we incorporated smart filtering within the company structure section. Users can filter data by unit, division, department, team, group, and more. On one hand, this empowers users to seamlessly relocate employees to new locations or departments with a single click. On the other hand, filtering enables users to select multiple parameters and swiftly access pertinent information efficiently.

    Corporate mobile application

    To gain an opportunity to work efficiently on the go, we integrated the ecosystem with a corporate mobile employee HR app that duplicates the main HRM system functionality and makes corporate workflow information easily accessible. The mobile app covers key corporate needs, such as access management, company structure, employee viewing, time off processing, main settings, and notifications.

    Results and business value

    Our specialists helped to enhance the organization’s operational flow by developing a secure modular web HR software solution.

    Fully functioning app to distribute on a SaaS basis

    Improved workflows

    Reduced operational costs

    Flexible system

    Stable system performance and security

    The new HRM system optimized processes and reduced costs for a large firm with 1,000+ employees. Our software team continued to enhance the cross-platform HRM app, making it available globally via SaaS.

    Related cases

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    We appreciate your interest in Timspark

      Let’s build something great together

        Let’s build something great together

          Let’s build something great together