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SMC Call Center

Client Objectives

Smoky Mountain Center needed a dynamic call center application to handle incoming phone calls and route the callers to case managers. This could best be described as a "911 phone system" for social workers. The front end had to be easy to use, fast, and operate in a multi-user environment. The back-end had to provide detailed database reports, time charts, printouts, search features, and more. Current out-of-the-box solutions just didn't have the features SMC needed, and were very expensive, and could not be customized.

Flying Bridge Solutions

Flying Bridge developed the call center software in Flash, connected to Communication Server, with a complete administrative area and backend database solution - for about 2/3 the cost of any comparable consumer organization product.

• To use the call center software, users log in and are brought to a holding page showing all the open calls in real-time (represented graphically as folders).
• Each folder shows important details at-a-glance; caller name, time opened, number of case worker responses, emergency status, and time remaining until the folder goes into an alert status.
• When a case worker opens a folder, it becomes reserved, and no other case workers can touch it.
• From the open folder view, the case worker can make changes, additions, and edits - eventually marking the folder as complete when the case is closed. This could be days, or even months in the future.
• All folders, whether open or not, are meticulously entered into the database - so if the power was to ever go out, or at the end of the day when things get shut down - the entire system can come back up in the same state. No data is ever lost and all previously unresolved folders remain in the system queue.
• SMC staff can manage and run reports of all aspects of the system from the administrative area. Such as: response & usage reports, operator & handler reports, resolved folder lookups, emergency status reports, time reports, and so on.

Post Project Results

This custom solution provides all the reporting features and functionality that most out-of-the-box call center software products couldn't touch - and for much less. We continue to work with the client customizing and tweaking the application as the needs of their organization grow.

* If you would like a live demo of this application, or would like information about customizing this for your organization, please give us a call at: 704. 357. 8011.

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