Call centers and call monitoring

Call centers and call monitoring

The DDNET solution for call monitoring appeared as a consequence of a company’s need to develop more call centers and to verify employee efficiency. The first phase meant the implementation of internal data and voice networks using a physically separated infrastructure for more efficient control and a higher security of information.

We also took into consideration the confidential information that was to be exchanged between clients and employees. The Call Center solution and the monitoring system are designed with a maximum security level and with redundant voice and data networks. The uptime of the Internet connections and of the internal network is intended to be almost 100% — one of the most important goals of the project, alongside keeping the confidential content secure.

The off-the-shelf solutions available are very difficult to adapt to these specifications and the quoted prices were above $200,000, so we had to implement this 100% software solution, completely developed by the DDNET team. The solution allows the collection of all calls made by any VoIP equipment installed within the company in a transparent manner and without affecting the infrastructure.

Besides the software components that store and extract all the VoIP calls, we created a web interface that allows access to all calls and control of the software configuration parameters. The web interface is designed for a considerable number of access levels over the various functions offered by the administrator. Besides the call archive, which can be fully accessed from the web page, we allow live listening of any calls from the same web interface. The details for every call are stored in the database and displayed in the archive details page, and conversations can be downloaded. The interface offers an advanced search menu and sorting by various criteria.

The major advantage compared to other commercial solutions is the modular design of the integrated components. The solution is easily adapted to any VoIP platform no matter the network type. Another advantage is scalability, as the application can collect and store information whose quantity is limited only by the existing hardware — the installed solutions already store more than 30,000 conversation hours and more than 800 GB in archives.