BPO · 2024
RelayDesk
Outbound contact center
Dialer platform rollout with CRM sync and agent productivity analytics.
Problem
Agents juggled disconnected dialer UI and CRM tabs; supervisors lacked campaign truth.
Solution
Configured dialer campaigns, CRM webhooks, AMD policies, and a supervisor dashboard for pacing and conversion.
Results
- • Higher connect rates after pacing tuning
- • CRM activities written automatically
- • Supervisors gained live campaign visibility
Stack
VICIdial · HubSpot API · Postgres · Next.js