UNIVERSO CALL-CENTER (Customer Center Ltd. & Orange Slovakia inc.)
Orange & Customer Center Ltd.
We developed custom solution with from scratch (client gave us inspiration from Excel sheets) and connected 3 call-centers to this solution. The most important part was to understand and correct implementation of whole workflow processes for agent / team-leader and manager, which was definitely achieved. Currently system is used by more than 300 employees every day as the main tool for their work.
Features and Modules
Tele-sales campaigns for agents with auto-assign, reports (sales, performance, KPI, sales targets), call-script module, internal wiki, ticketing system, calendar (meetings, rescheduled calls), direct mailing, knowledge testing module, questionnaires for calls, PDF creator for offers. All features have management, administration and report modules.
Date of realization: 2018/2019
Within one year we accelerate from small MVP in Nette framework to robust solution, which brings company ability to manage large number of clients (thanks to simple UI, implemented processes, automation in profit calculation and more). We created REST API back-end application with complex security layer for accessing data, client mobile application and 3 stand-alone front-end applications:
- Client Portal
- Manager Application
- Administration System
PHP 8 (frameworks: Symfony 5.4, Doctrine, API Platform), PostgreSQL, Firebase Realtime database
Typescript (Angular), Dart (Flutter framework for iOS / Android)
Date of realization: 2020/2021
Reservation system & online courses
Online reservation system for local fitness studio with back-office management, reception module and online courses. Clients can buy one lesson or package of them and watch online (content restricted via Vimeo.com) from credit or by online payment (Stripe). Administrator can create or edit content in administration.
Date of realization: 2020
Truck Management System
Multi-language portal for internal business processes and reports. Business clients have access to special modules, where they can make requests for freight transport. Drivers can track their working hours, request for vacations and view their wages. Shipment managers can track their transports (with incomes and expenses).
Date of realization: 2018