Customer Care Solutions

Call Center

Well-proven IP based solution
Suitable for emergency services needs

Protei Call Center is a new generation cost-effective solution for any companies that provide information, help desk, booking and other similar kind of services.

New generation technologies: VoIP and WEB are widely used in PROTEI call center. Subscriber can access PROTEI call center services by standard way from PSTN/PLMN, from Internet via WEB/e-mail call-back order, by e-mail or by making VoIP call and that gives an opportunity creating geographically distributed call centers.

The system supports unlimited number of the agents’ groups and service access numbers with a possibility to organize any number of services in one system. Several types of call routing algorithms (on the base of dialled number, CgPN, time/day, state of the service queue) and flexible call distribution (including skill level differentiation) are implemented. This allows tuning up the Call Center according to the needs of the particular customer.

The System has embedded call recording and call monitoring systems. Call center Supervisors and System Administrator has efficient tools for service quality monitoring.

Different types of services can be effectively organized using PROTEI Call Center: information services, telephone ordering systems, emergency services, telemarketing, outsourcing etc.

Key Benefits:

High performance
VoIP-technologies
Easily scalable
Proven reliability
Embedded Call Back function
Remote operator support
Reduces call queuing time
Meets emergency services standards

Workforce Management (WFM)

Protei is proud to partner with Calabrio, offering the cutting-edge Workforce Management (WFM) system — a comprehensive solution designed to optimize staffing, enhance forecast accuracy, and boost overall team productivity.

Overview:
Calabrio’s Workforce Management system is an advanced platform designed to streamline and optimize the operation of call centers, particularly suited for mobile operators. It helps organizations schedule, forecast, and monitor their workforce more effectively, ensuring exceptional customer service while reducing costs.

Key Features & Benefits for Mobile Operator Call Centers:

Accurate Forecasting & Demand Planning:
Leveraging historical data and real-time insights, Calabrio’s WFM accurately predicts call volumes, ensuring sufficient staffing during peak times and efficient scheduling during quieter periods.
Automated Scheduling & Shift Management:
Create optimized schedules that balance customer demand with employee preferences, reducing overstaffing and understaffing scenarios. This enhances employee satisfaction and improves service levels.
Real-Time Monitoring & Adjustments:
Monitor live call metrics and agent performance dashboards to make immediate adjustments. This allows for quick responses to unexpected call surges or staffing gaps.
Intraday Management:
Adjust schedules on the fly with ease, reallocating agents as needed to address real-time customer needs, reducing wait times and increasing first-call resolution.
Multi-Channel Support:
Manage staffing across multiple communication channels, voice, chat, email, and social media—ensuring a consistent customer experience across all touchpoints.
Performance & Productivity Analytics:
Gain insights into agent performance, call center metrics, and customer satisfaction scores, enabling continuous improvement and targeted coaching.
Integration Capabilities:
Seamlessly integrate with existing CRM, billing, and IVR systems, streamlining operations and improving data accuracy.
Enhanced Customer Experience:
Well-forecasted staffing leads to shorter wait times, faster resolutions, and higher customer satisfaction scores—key priorities for competitive mobile operators.

Why Calabrio WFM for Mobile Operators?

Implementing Calabrio's WFM in your call center helps you deliver superior customer experience by ensuring you have the right agents available at the right time. It reduces operational costs, improves agent engagement, and supports scalable growth to meet increasing customer demands.

IVR

Ideal solution for providing a wide range of premium-rate IVR-services
Using an external database, PROTEI IVR can provide dynamic information services

PROTEI IVR is a carrier-class automatic voice service system geared towards various customer care, information and entertainment services. PROTEI IVR can interact with TDM equipment via SS7, EDSS-1 as well as with NGN platforms via SIP. Modular SIP-enabled architecture allows easy system integration into perspective IMS environment.

This system enables interactive self-service capability and outbound subscriber notifications.

The system covers standard IVR functions and operations like including balance inquiry, payment registration, services activation/deactivation, tariff change, low balance notification etc and wide range of information services also. By using DTMF, subscriber can navigate to a particular menu item, e.g., number activation/deactivation or balance enquiry. If it is necessary IVR can interact at any point of dialogue menu with external information systems (e.g. mobile Operator’s billing system) to retrieve the requested information or to change necessary settings in the subscriber’s profile.

All menu schemes can be easily defined by the System Administrator by using voice menu constructor (service creation environment). Outbound notification (mass calling) can be initiated by the request from the billing system or by the System Administrator.

Integration with 3rd party ASR and TTS engines allows to manage voice services flexibly.

Key Benefits

Enhance customer service while cutting costs
Reduce call queuing time, free up resources
External database connection for dynamic info services
Integrates with all PROTEI Service Platform solutions
Easily create voice menus through online interface
Vast range of potential revenue-generating applications
IMS compatible
TDM and IP networks
Simple administration
Highly flexible

Voucher Management System (VMS)

IMS compatibility allows you to use PROTEI Voucher Management System in Next Generation Networks.
Easily build widely geographically distributed dealer networks with PROTEI VMS.

A fully functional voucher management system allows efficient administration, activation management and control of voucher usage. Also it can be used as the embedded PIN-generator or the external PIN-generation system during the voucher generation.

The system allows controlling and managing parameters like voucher expiry date (life duration), date of voucher transfer to dealer, date of voucher activation that allows efficiently controlling all voucher lifecycle and card resellers’ activities.

The system has convenient and powerful WEB-based administration tools with different access levels that allow easy system integration into existing Operator’s business-processes. Voucher activation via IVR, USSD and SMS or from all center agent workplace is available.

Key Benefits

Activate funds by SMS/USSD, online or via Call Center
Full control over all transactions
Powerful account administration controls
Ability to build a geographically distributed system
IVR access
Embedded CDR
Convenient Web interface
Revenue assurance