Web App for RATEK’s Call Center

The application displays sender, payer and payee data, as well as details about products recorded in the invoices.

Objective

To design and develop a web app to work with operators on outbound calls. The application should display the following: sender, payer and payee data, as well as other details about various products recorded in the invoice. The crucially important transport information should be readily accessible to the operator on the first screen without the need to open additional windows. The new web app should be fully synchronized with the company's existing system, utilizing the same transport database. Outgoing calls must be made through the company's PBX (Asterisk).

Solution

Axmor’s team of experts developed a single-page web application (SPA) on the ASP.NET Core 2.0 Web API and Angular platform.

Upon cargo arriving at the destination, the operator is automatically assigned the task of informing the recipient. The application displays the electronic invoice data. The call center operator can close the task after having made the call, or postpone it, indicating the reason. Database access is provided via API developed by the client's team. Outbound calls are conducted by IP phone or SIP based apps.

Technology
.NET Core (C#)
SPA (Angular)
Web API
Telerik Kendo UI
SignalR
In just a few months, we managed to get the application in working order. This became possible due to Axmor's professional developers team and active interaction with us throughout the project.
Features
1
Customer database web app integration

The new app is integrated into the existing client infrastructure. The project was delivered by a combined team, which included Axmor developers and the client’s in-house programming team.

2
Open source software utilization

ПThe use of Asterisk open-source PBX will allow the customer to save money on licensing costs and phase out expensive Cisco software products. An open source .NET Core 2.0 platform was used to implement the application server side.

3
Operator specific UI design

In cooperation with the client's team, Axmor's designers developed the web app UI. The web application allows the operators to immediately monitor important information for making decisions regarding outgoing calls. Related data windows are not self-locking (modal) and can be freely arranged in any order. The UI is optimized for keyboard operation, thereby helping to improve operator performance.

Client’s benefits
  • The developed application has been integrated into the existing call center infrastructure, allowing a seamless transition to the new information system.
  • Ability to improve the efficiency and performance of outgoing calls.
  • Branch operators now have the option to work remotely, not necessarily from the company's office.
  • Opportunities for business scalability and development of the system's functionality using up-to-date technologies. Gradual phasing out of outdated software.
  • Savings made on licensing costs due to the use of open source software.
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