Orangeline Software System:
Easy adaptation in small, medium and large enterprises.
Full automation of Customer Service Departments and Call Centers.
Ensuring coordination between different sections.
A single platform that integrates various modules.
Data Collection for success business development.
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Main features
List of available modules.
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Omnichannel
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CRM
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FAQ
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Real time monitoring
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Reports
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Callback
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Task Management
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Configuration
Modules in development:
Data Analyzing, Workforce Management, Supervisor Panel, Assessment, Chatbot, Evaluation.
Omnichannel
Single channel — provides excellent customer service by using all application channels (call, chat, e-mail, etc.) in an integrated and uninterrupted manner.
Features
Telephony, Facebook, WhatsApp, Telegram, Instagram, Website chat.
Advantages
Single channel; smart distribution system; speedy and accuracy responses; autoreply; prompt monitoring and control; accurate statistic and reports.
CRM (Customer Relations Management)
Managing customer database, creating customized questionary for a customer profile, identifying customers by subscriber number, keeping detailed records concerning all customer requests, etc.
Features
Registration of legal entities; registration of enterprises; applicant’s customer information and history; extensive customer base search.
Advantages
Customer pre-identification; extensive customer requests report; tracking customer requests on all channels through “single point”; implementing various customer-oriented campaigns; integrating with third party CRM systems.
FAQ (Frequently Asked Questions)
Knowledge Base or Frequently Asked Questions for quick and accurate responses to customer inquiries.
Features
Creation of hierarchically structured topics; ability to create question and answer templates related to topics; attaching any type of files (pdf, jpg, word, excel).
Advantages
Classification applicant’s requests from different channels; prompt response to requests; based template answers; sending SMS response to the customer with one click; daily monitoring applicant’s TOP requests; monthly, quarterly, annual reports and statistics.
Task Management
Features
Creating Omnichannel based and offline tasks; determination of execution periods and tasks; forwarding tasks to different executors; task monitoring.
Advantages
Daily task monitoring, overdue task notifications, periodic reports and analysis, third party systems integrations.
Real Time Monitoring
Features
Flexible panels and widgets creation; various visualization tools; data analysis and visualization.
Advantages
Omnichannel load status monitoring; call center operator’s status monitoring; current and daily call center service quality monitoring; dashboards and access for different users; easy panel transfer to large monitors.
Callback
Features
List of missed, IVR and ordered calls through chat; auto/manual assignment of missed/ordered calls to operator; auto/manual callbacks on missed/ordered calls.
Advantages
Tracking all missed/ordered calls by supervisor; creating tasks based on missed/ordered calls and comments; ability to appraise Supervisor’s callbacks on missed/ordered calls; callback automation; periodic callback reports.
Functional Requirements
Programming language:
Java Spring Framework
Front-end technology:
React JS
Architecture:
Micro service
Database:
MySQL, MongoDB, InfluxDB
SIP technology:
Asterisk PJSIP
Want to know more?
To request presentation or demo please drop us a message at hello@kibrit.tech.