Call Center System and Interactive Voice Response

My first experience as an engineer was working in a private bank where I worked beside a team in the development of a transactional call center system integrated with an IVR (Interactive Voice Response) system.

The system is an answer machine who when a client called to the bank answer him and ask him for a collection of tasks. Regarding the options which the client chose, the system executed a task or asked him for parameters. For several tasks the bank needed the assistance of a call center consultant, so the system connected with it, and using the options and parameters which the client gave stocked in a database, the system stand up a front-end for the call center consultant with the module necessary for the transaction and the options charged. In this way the consultant could help and assistance the client quickly and effectively.

I also developed a statistic module which analyses the data stocked in logs documents with a library called Apache Log4j in java, for each transaction the system stocked the main information in logs documents. And finally the system analyzes those documents making statistics about the traffic in the net, the hours when the concurrence system was at the top, the frequency of each clients doing transactions and so for.

The Front End was developed in Java (JSP Java server pages, Struts), HTML, CSS and Javascript, an IVR (Interactive Voice Response) system and a data base in Oracle.

Caracas - Venezuela, January - August 2010