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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

    Mobile Data Security Software for Telecom Provider

    Mobile security app

    Mobile Data Security Software for a Telecom Provider with 9.5M Users

    As a part of a global team, our talented engineers built iOS and Android mobile security apps for a prominent US telecom giant.

    #Security

    #DataProtection

    #MobileDevelopment

    Client*

    A worldwide cybersecurity software leader, delivering cloud endpoint security for major enterprises while safeguarding data and ensuring regulatory compliance.

    *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

    2021 – Present

    team

    7 specialists

    Team involved in the project

    industry

    Cybersecurity, Telecom

    solution

    Mobile Security Application

    technologies

    Swift, Objective-C, Kotlin, Android tools, Java, Jenkins, AWS

    3 x iOS Developers

    3 x Android Developers

    1 x QA Automation Engineer  

    HIRE THE TEAM

    Challenge

    Our client teamed up with a US telecom giant to build high-quality mobile data security software. Timspark led the international development team, enhancing an existing app with new features, a fresh design, data analytics, and an in-app subscription system.

    Related objectives

    Develop a mobile security app

    Improve data protection

    Upgrade app features and analytics

    Solution & functionality

    We played a key role in developing iOS and Android mobile security apps for a major US telecom and mobile services provider.

    Must-have mobile security app kit

    The app assesses device vulnerabilities, monitors network threats, and offers expert security recommendations. It proactively defends against hackers, phishing, and phone number-related vulnerabilities.

    The users stay informed with daily alerts and manage mobile traffic using a built-in VPN. All this with secure call recording and spam call blocking for a seamless mobile experience.

    Essential user roles

    The mobile security application accommodates four distinct user roles, each offering varying features and levels of data protection.

    • Users with an end-client SIM card enjoy access to the full array of application features.
    • Users with SIM cards from another provider have restricted capabilities, such as call logging and phone number vulnerability monitoring.
    • Paid subscription users benefit from comprehensive access to the app’s features.
    • Users with no paid subscription are granted restricted access to the functionalities.

    Results and business value

    We successfully developed a feature-rich mobile data security software for both iOS and Android, serving users in the US.

    Over 9.5M users secured

    This application keeps over 1.5M active and 8M passive users secure on a daily basis.

    Exceptional communication

    The client highly praised our development team of Android, iOS, and QA engineers for their technical expertise and communication.

    Future plans

    We still partner with the company to enhance the app’s functionality and provide ongoing support.

    The client reaps the rewards of robust data security for millions of users, a skilled development team, ongoing support, and the potential for cost-effective solutions, all geared toward delivering customer satisfaction and staying agile in dynamic cybersecurity and telecom sectors.

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    We appreciate your interest in Timspark

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