A Working Contact Center in 48 Hours

March, 2020

"Can you get a 200 seat contact center up and working over the weekend?"

The call came in late Friday night. "Sure" we said.

So during the weekend...

  • We installed our Softdial Contact Center™ platform using the customer's virtualisation infrastructure
  • We helped them connect to their phone carrier
  • We showed them how to configure inbound queues and how to route calls to the most appropriate agents
  • They deployed a browser environment and headsets so that agents could work at home just as if they were in the contact center
  • Jointly, we wrote some scripts for the agents to use
  • They integrated our system with their database, enabling scripts to take data in real time from customer records
  • They made sure that the script wrote call results back to their database, to keep the back office people happy
  • They set up our IVR to play messages to any inbound callers waiting in queue
  • We figured out which reports they would need
  • We showed them how to use our screen/voice recording product to review agent performance

Monday morning was 'go live' time. Result... one very happy customer. Super job by a super team.

If we can help you install new systems quickly, including home working, just let us know. Any time, any country.