Call centers

Improvement of processes

You will better organize and evaluate telephone communication and change it to a tool for your growth. We will integrate it with your information system.

Computer speech processing

Our solutions can include speech synthesis, speech recognition and voice biometrics. We have extensive experience from our projects.

Modernization of infrastructure

We are able to upgrade and expand an existing call center. We will use your current systems and PBX systems.

Unique processes

We will gladly take on a new challange to implement non-standard and unique processes and methods which will get you a competetive advantage.

Are you satisfied with the existing system of your call center but are missing some features in it or want to modernize it? We can provide, among others, call recording, interactive voice response (IVR) with dynamic structure, voice biometry or call routing based on data from your information system.

Outbound call centers

We will help you integrate calling into your CRM or information system and to change it to a tool for your telemarketing or to support sales.

Inbound call centers

Thanks to our solution, your call center will have an easy to use tool for customer care line, support line, hotline or helpdesk line. It allows many advanced functions, such as enabling agent to receive calls from multiple queues with different priorities simultaneously, support of dynamic identity selection for outbound calls, automatic call routing to further lines in the company during peaks, agent priorities based on their skillsets, various types of pauses, time restriction for user states, routing to the agent which the caller spoke last time with and others. Supervisor sees the current state of the whole call center and, if neccessary, can increase the number of agents. Call center statistics will provide you with a retrospective evaluation of call center efficiency and agent efficiency.

We can provide the system either as a service or install it on premise, on a physical or virtual server.

Simple controls

The system user interface was created for regular users. You do not need to be a specialist. Everything is available via a web browser, without the need of installing software on computers of the users or system administrators.

Call history and statistics

You can search for a specific call at any time and listen to its record. Display call statistics respective to the entered filter. Seamlessly evaluate and optimize phone traffic. Special call center statistics will provide you with a perspective on agent efficiency (agent view) as well as efficiency of customer care (queue view).

We leverage speech technologies

We have extensive experience with speech technologies. In our solutions, we utilize speech synthesis, speech recognition and voice biometrics. We can also handle detection of keywords, text-to-speech and language or gender identification.

You can record all or only select phone lines. Recording can be turned on even during an ongoing call. Call recording enables:

• the possibility of checking back on all information from calls
• easier information sharing between colleagues
• proof of oral agreements or information
• monitoring quality of work of phone operators

Click to call function

The right function to increase the speed and comfort of work for the user. To call a specific contact, simply click on the phone number in the information system. The line that is assigned to the user will start ringing. When the user picks up the handset, the system starts calling the clicked number.

Unique click to call function for mobile phones

Suited for outbound calling in companies without landline phones. When you click on a contact in the information system, your mobile phone displays the call screen with a pre-filled phone number.

Thanks to the API, you can integrate OptimSys products with systems of third-party companies, such as CRM systems, help desks or ERP systems. API enables to save information about calls to the information system in real-time, work with ongoing calls, access call archive, make outbound calls, control call center agents, send SMS and more.