130 Emergency & Response Operation Center

Objectives: The center required robust networking, CRM integration, advanced call center capabilities, and application access over a secure network.

Challenges: Integration with PBX systems for call ticketing, agent side call pop ups, conferencing features, tracking patrolling vehicles, and SMS based rating updates presented technical challenges. Additional tasks included syncing CDR and PBX reports and integrating soft and hard phones into a unified system.

Resolution:

• Designed a CRM integrated call center solution
• Developed a PBX compatible web platform with advanced call handling
• Built a custom soft phone system with conferencing, ticketing, and SMS feedback
• Integrated vehicle tracking and real time call data reporting