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Call Center Platform for Next Gen - Serious Bidders ONLY

I am looking for one or more developers to design and build a next-generation inbound and outbound call center platform. The system modules should be written in C and modules should run as Windows Services or on Linux systems (prefer CentOS 5) - this means all modules should be installable on EITHER OS.

The front-end will be completely web-based using PHP, C#.NET, or similar web programming technology. The back-end database should support Oracle, MySQL, or Microsoft SQL Server (Express or 2005) - ALL THREE.

I have limited funds, but will pay for a fixed number of hours per month until the project is completed.

The outbound dialing module will place calls via SIP directly, or utilize FreeSwitch, SIPXECS, Asterisk, Dialogic-based cards, or other telecom hardware platforms tbd.

The inbound module will support skills-based routing and mutliple media channels such as calls, e-mail, sms, fax, and chat. Incoming call events would be received from the PBX or soft-switch (Freeswitch, Asterisk, or any other platform), and should control queuing and routing to agents based on skills or intelligent call routing rules (ANI, DNIS, Database lookup based routing).

All management and agent interfaces will be web-based and should support real-time data updates via sockets using Kaazing gateway, WebSockets, or similar real-time asynchronous communication with back-end server modules.

A single sockets-based database module should handle all database communications similar to ODBC Socket Server ([url removed, login to view]).

All modules should support encryption and compression of sockets messages similar to ALAZ Library ([url removed, login to view]).

A web-based "scripting" application is required which will allow administrators to drag and drop database-linked controls (textbox, radio buttons, check-boxes, labels, etc.) onto the screen on a "per program" or "per campaign" basis. With navigation to other pages included in the script as well as data validation, e-mail, sms, fax sending, chat, etc...

The system needs to be 100% modularized and redundant/highly available such that messages are replicated from "primary" server modules to "backup" server modules which maintain an exact duplicate of all agent and call states as well as keeping a back-up database completely synchronized without replication.

Finally, the system needs to support multiple "tenants" such that mutliple clients could utilize the same components (servers, database, telephony infrastructure) without knowing that other clients are hosted on the same platform.

It should run on as little as 1 server without redundancy, 2 servers in a redundant configuration, or hundreds of servers in a modularized fashion for tens of thousands of clients/agents.

The (web-based) agent module would have an optional embedded SIP soft-phone for voice communication with the PBX.

Agent extensions should be able to be assigned at login dynamically, or fixed.

The system will have to support recording of calls, recording of agent screens/actions with an interface to review each/both of these.

The system should support real-time monitoring of call/program/agent statistics as well as historical reporting on each using Crystal Reports or similar technology.

The first pass at this can be built on a specific platform, for testing purposes such as FreeSwitch, Linux-based modules, MySQL.

Please let me know if you have any questions.

Service Providers with Examples/samples will be Preferred on Top Priority

Kemahiran: .NET, Pengaturcaraan C, PHP

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Tentang Majikan:
( 121 ulasan ) Belfast, Ireland

ID Projek: #353760