How does it work?

System Architecture and Operation

IP Based Call Process:
The system manages incoming and outgoing calls via IP based pagers (VoIP phones). The call process is performed via the SIP (Session Initiation Protocol) server.

SIP Server:
SIP (Session Initiation Protocol) is a communication protocol and is generally used for the transmission of voice, video, instant communication and other types of media. SIP is used to initiate, manage and terminate voice and video communication, especially in VoIP (Voice over Internet Protocol) based communication systems. The image above provides a general template of how SIP works.

H.323 is actually a protocol set. It is an ITU (International Telecommunication Union) standard that defines all types of media communication in IP networks.

Raw Data Server:
Call records and other data from the SIP server are stored on the Raw Data Server. This server collects all raw call data and acts as a storage area.

Data Collector:
The collected raw data is directed to the Data Collector module for analysis. This component performs pre-processing to interpret the data and transfer it to the database in the appropriate format.

Database:
The processed data is made analyzable and saved in the Database system. This database stores call details, customer interactions and analysis results.

Artificial Intelligence-Based Analysis Services (AI Analysis Services):
Artificial intelligence-based analysis services help improve call quality, measure customer satisfaction and increase operational efficiency by examining recorded call data.

Web Interface (Web UI):
The user-friendly Web UI provides instant reports and analysis to managers and call center operators. This interface allows you to view call statistics, performance reports and detailed customer interaction analysis.

How does it work?

The system collects and analyzes call data in real time, providing instant information to managers and operators. The operating process consists of the following stages:

1. Call Initiation and Forwarding

  • The user makes a call via a VoIP phone or calling app.
  • The call request is processed by the SIP Server.

2. Call Data Collection

  • The SIP server creates raw data records for the duration of the call (call duration, caller ID, talk time, customer information, etc.).
  • All call data is stored on the Raw Data Server.

3. Data Collection and Processing

  • The Data Collector module organizes raw data and makes it meaningful.
  • Unnecessary or missing data is cleaned, call records are structured and transferred to the database for analysis.

4. Artificial Intelligence-Based Analysis

  • The recorded data is processed by Artificial Intelligence-Powered Analysis Services.
  • Call quality is evaluated, customer satisfaction is measured and productivity analyses are performed.
  • Thanks to advanced artificial intelligence algorithms, the overall performance of the call center is constantly optimized.

5. User Friendly Web Interface

  • Call center performance can be monitored with customizable panels.
  • Through the Web UI, administrators can access the call data of all operators, operators can access their own call data, and the call data of operators belonging to the group they are included in.