Call Center

Exceptional customer service is integral to the success of any business. It not only enhances customer satisfaction but also leads to repeat business and builds loyalty, which is a key objective for any organization. While customer service can take many forms, customers often reach out via phone. This is where the PARSA Automatic Call Distributor (ACD) comes into play, delivering excellent customer service by connecting customers to the right department, agent, or IVR application in the shortest possible time.

The PARSA ACD supports both SIP and TDM, enabling home agents to integrate their home or mobile phones, or SIP user agents. It offers advanced system-level functions and features, and its agent screen provides agents with caller information and the tools they need to manage themselves. The PARSA ACD also provides multiple ways to monitor agent activities and manage their quality-of-service (QoS). With supervisor-defined dashboards, you can monitor ACD general activity, skills groups, agents, call monitoring, queue service levels, and agent supervision according to your specific definitions. Investing in the PARSA ACD will help you deliver exceptional customer service, enhance customer satisfaction, and build loyalty, ultimately contributing to the success of your business.

  • Effortlessly provision and manage the PARSA ACD from any location using its user-friendly web-based interface.
  • Unlock new revenue streams by leveraging the Diameter interface with charging capabilities.
  • Stay informed on a wide range of statistics through customizable dashboards, reports, and call detail records (CDRs).
  • Reduce agent talk-times by utilizing the integrated IVR and survey tool.
  • Enhance the service levels of agents by providing a convenient status window that offers relevant information or scripts.
  • Empower your agents to stay on track with our integrated clock that includes timers for calls, clean-up tasks, and even agent breaks.
  • Boost agent performance by leveraging Action Value Pairs that utilize caller variables collected during IVR scripts or web services.
  • Agents are empowered to input information obtained from callers, which can be seamlessly utilized within IVR scripts or web services.

Our Service Delivery Platforms (SDPs) are designed to simplify architectures, eliminate costly and inflexible vertical structures, and significantly reduce the need for specialized skills in service development. By combining telecom and IT capabilities, our multi-service SDP, the PARSA Service Delivery Platform, goes beyond technology and network boundaries to enable the creation of services that bridge.

The gap between IT and communications networks.

  • Delivery Architecture: Our SDP includes a comprehensive set of components that facilitate service creation, session control, and protocols, enabling seamless delivery of services to end-user communication devices.
  • Integration: The PARSA SDP is optimized for IMS, Mobile, TDM, WEB, and hybrid environments. It seamlessly integrates telecom and IT capabilities, offering a robust and scalable service control environment, an award-winning service creation environment, an OAM&P console, an industry-leading service orchestration and execution environment, and MSML/MSCML/VXML abstractions for media control.
  • Future-Proof: With its integration of third-party technologies and low-level SIP communications capabilities, our SDP is well-suited for both current and future networks, ensuring scalability and adaptability as technology evolves.

Experience the Power of the PARSA Service Delivery Platform: Streamline your service development, bridge the gap between IT and communications networks, and unlock new possibilities for delivering innovative services.