Unified Trouble Ticket Management System

Objectives: This system focused on complaint handling through a CRM, secure call handling, and seamless network access.
Challenges: Integration with PBX, automated agent notifications, ticket status via SMS, and combining all communication devices into one interface were major technical goals.
Resolution:

• Created a PBX connected CRM and web application
• Integrated ticket status updates via SMS and agent notifications
• Unified all communication channels under a single platform
• Enabled secure complaint handling and tracking