13 December 2010
Forte-IT announces the Call-o-Call (R) contact center has been put into
service for the Dialog Line company. Our engineers faced a strong
challenge of building an omni-functional nation-wide call center
infrastructure along with an internal IP communication network for the
Dialog Line headquarters and regional offices. The Call-o-Call (R) system
hardware was installed in the Moscow data center and configured to meet
the customer\'s high demands for system reliability and redundancy. The
solution architecture makes it possible to run all operations from a
single location with no adverse effect to the overall system performance
- thanks to the native support of the SIP protocol and compression
codecs.
This is the first time we implement a project of such magnitude based
solely on the IP telephony technologies (SIP), and yet Forte-IT
completed it on time and budget to the customer\'s full satisfaction. We
see it as yet another evidence of how universal and flexible the
Call-o-Call (R) contact center design really is.
The Forte-IT Call-o-Call (R) contact center is a modular system that has
everything for Dialog Line call operators and other employees to
efficiently work with regular phone calls, electronic mail, Web form
requests and fax messages. Besides, the Web-based statistics and
administrative modules provide Dialog Line managers with a powerful set
of remote system access and process control tools. The new call center
now serves over 60 call operators plus the headquarters and regional
office personnel. The Call-o-Call (R) solution substantially reduces the
customer\'s phone bill by implementing a single call entry point with an
easy internal routing of incoming calls. The Call-o-Call (R) solution also
features the incoming/outgoing campaign module and the CRM integration
module. These two make a perfect utility for Dialog line to run 3d
party\'s promotion campaigns as a part of their call center outsourcing
offer.
Ekaterina Razhanskaya, the Dialog Line CEO, is the one who inspired the
Call-o-Call (R) solution project for her company. She set up three main
goals: a reliable and scalable system to carry out a full range of call
center outsourcing services for 3d parties, an single entry IP telephony
network for the company headquarters, and an IP telephony network for
the regional offices.
\"The turning point came when we undertook a contact center outsourcing
project for the Russian Transportation Insurance company. It is a solid
and well branched business with a 20-year history. Naturally, they set
forward extremely high requirements for quality and performance,
presenting quite an nontrivial challenge for us. The Call-o-CallR system
delivers a truly perfect solution, both technologically and
business-wise. We appreciate the Forte-IT team\'s hard work and
professional competence.\" - Mrs. Razhanskaya says.
Dialog Line started in 2010. It is a young and fast growing company run
by call center outsourcing industry experts. The company\'s driving force
is its team of experienced professionals that can match a project of any
volume and complexity. At present time Dialog Line is being certified by
the \"Svyaz-Kachestvo\" Telecom Service Quality Certification Board.
The Forte-IT company entered the Russian computer telephony market in
1994 to soon become a leading telecom software manufacturer. All
Forte-IT solutions rely on the state-of-the-art hardware by Dialogic (R), a
world renowned leader and pioneer of the computer telephony industry.
