P LIFEINSURANCE
- Business Requirement
- System Architecture
- Wining Factors
- Benefits

::Business Requirement::

- Main server has to be able to play and administrate every customer calls made from 33 branch offices all over the country

- Agents can do selective recording for the necessary calls.

- Telecommuters can record customer calls too.

- Other relevant departments also can evaluate recordings.




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::System Requirement::

- System Archiecture 1:-


- System Archiecture 2:-

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::How Solved and Wining Factors::

- Scheduling function - Easy to administrate a number of agents’ recording by using a few channels.
- Using ‘Recording On Demand’ - Agent can do selective recording.
- Support Real-time monitoring – It can monitor any recordings made from different branch offices.
- Administrator of head office can do scheduling for each of call center agents.

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::Benefits::

- Use recorded data as materials for agent call coaching.
- Effective cost by selective recording using scheduling function.
- Easy to administrate scattered call centers from the center..
- Systematic monitoring and training can improve agents’ skills.

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