Integration of multiple contact channels
With a professional dispatching system in place, employees can focus on crisis resolution rather than struggling with technological limitations.
They can handle multiple interactions across various contact channels, smoothly transitioning between them in one place- whether it’s a landline phone, mobile phone, or radio.
Access from any location via a web browser
Contact history with the ability to listen to recorded conversations
Integration with a voicebot for process automation
Multiple contact channels in one touch panel
Call recording, including conversations from radio devices
Integration with any ticketing system
Capability to add additional communication channels
One phone number for multiple users with different roles
Call prioritization for effective call management
How it works
The panel is always visible and allows for assigning radios to the console, managing active calls, and displaying the waiting queue. Calls can be placed on hold and resumed, redirected, disconnected, or used to initiate a teleconference.
Filtering incoming and outgoing, phone and radio, missed and answered, emergency, and personal calls. From this level, you can check the list of archived conversations and listen to their recordings.
Preview of all messages, creating and sending them, as well as selecting their type depending on whether they are SMS or radio messages. When creating content, you can use ready-made templates and choose the recipient from the contact list.
Personalized tabs that group contacts according to specific criteria, providing quick access to selected numbers and the ability to use a convenient search function.
The panel contains information created by the system administrator. The number of announcements can be unlimited, and they can be assigned a duration after which they will automatically stop being displayed.
The ability to filter the calls to be included in the report and specify the time range for collecting the data. The report can be downloaded in a .csv file format.
An advanced crisis management center that supports the dispatcher in receiving calls and supervising actions for public utility services such as fire departments, mountain rescue, or the police. The system can be integrated with a voice bot, which will appropriately classify the call as the first point of contact, identify the caller, collect details, and transfer the case to an employee.
Support for the work of dispatchers in large transportation companies, such as bus or railway companies. Facilitating passenger service and coordinating driver schedules for taxi associations. The central system will also be useful in transport and logistics companies, assisting in effective fleet management.
The system can assist in managing inquiries in a smart city environment. It can be enhanced with a map, geolocation, and integration with intercom systems, door entry systems, and other contact channels (such as popular messaging platforms). A connected voice bot can handle inquiries that don’t require operator intervention, allowing the central operators to focus on more urgent requests.
Support for handling mass events such as festivals, concerts, conferences, or trade shows. Quick and efficient assistance in emergency situations through easy contact with the dispatcher, who can handle multiple calls simultaneously, including emergency calls. With the system being cloud-based, it ensures both security and accessibility, allowing operators to effectively handle inquiries without being physically present at the event location. Efficient management of crisis situations, even in the absence of a GSM network, thanks to radio connections. Integration with event applications and beacons is also possible.
The ability to integrate with any ticketing system and eliminate the need for centralizing helpdesk support staff. One phone number for multiple users who change roles, call prioritization, adding additional communication channels, and reducing the handling time for individual tickets.
Access through a web browser eliminates the need for purchasing additional hardware, allowing for adaptation of the panel to specialized touch screens. It can also be integrated with other systems and expanded with additional communication channels.
The components have been developed using an approach called Domain-Driven Design (DDD), which is used for analyzing and building software for complex projects. Additionally, an architecture based on microservices, combined with the CQRS pattern, has been implemented.
Microservices allow for the decomposition of a system into smaller components, providing modularity. This makes the application easier to understand, develop, test, and more resilient to architectural erosion.