PHALCOMM: Calling Made Easy

Solution Requirement

1. Different Numbers and Different IVR systems for every Real Estate Client of Phalcomm.

2. ERP system is not able to manage IVR and Call popup.

3. Real-Time call assignment to different Agents and teams based on rules in ERP system. They also needed real-time manual call assignment and transfer from their Enterprise Resource Planning system.

4. Different Music on hold on each IVR system.

5. If they used traditional EPABX, they had to call EPABX vendor, every time they have to change the call flow and logic.

6. EPABX does not provide detailed reports and real-time dashboards.

Solution Deployment

1. Enjay Synapse is deployed as their IVR Solution, where PRI lines are terminated.

2. Enjay synapse provides IVR solutions, which are integrated with their ERP, using Synapse API. This provides complete control to IVR Server from the Enterprise Resource Planning itself.

3. ERP manages DID (direct inward Dialling) number and extensions associated with it.

4. Enjay Synapse IVR system provides different welcome messages for different callers.

5. IVR Solution (Enjay Synapse) calls Enterprise Resource Planning in realtime using API to get the list of available callers (DID) and then creates the queue in real time.

6. The call gets diverted to that particular queue, and the Agents get a popup accordingly.

Solution Benefits

1. Easy management of multiple inbound call campaigns simultaneously.

2. Their Enterprise Resource Planning manages Everything, directly without opening Synapse admin page.

3. Dashboards show real-time Call activity and Queue status details.

4. Every call is recording for training and quality control purpose. Of course, complete call reports are available in ERP system directly.

5. Since agent gets a popup with complete caller details in their ERP, makes it easy to answer the queries.