Create a high Level business & design document for Call Center

[jekram]

@ImranBinShoukat

I would like to create a high-level design document for the call center.

I would like to understand what the effort would be and what feature we need to implement.

Thake this assignment with a clean slate. Once we understand the effort then we can determine if and when to implement it.

The target audience is SMB (Small to medium business).

I would like to leverage Zoom and Bandwidth.

Customers would buy zoom or bandwidth thru our API or they would buy it externally and provide us the info.

Please make a list of functions that we need to support:

1. Voice
2. SMS
3. Web Conferencing (integration or Web RTC)
4. email integration
5. Whatsapp
6. Integration with backend
7. Click to call from the Web

The first order of business is to look at the existing market and see what is being provided and can we offer something that is competitive

The concept is can we glue the solution for the customer.

Zoom on their earning call said they are not going to provide the call center.

This task is both a business model and technology.

[ImranBinShoukat]

I have started working on this and create a document. I have looked for the virtual call center solution and compiled the list of 6 companies who are already doing. I have also looked into what features they are offering and added them to the document for Zendesk and Cloudtalk.

I also tried to create an account on Zendesk for free trial but it is asking me to purchase a number to proceed.

@jekram @sojharo please review what I have documented so far and then we can have a discussion tomorrow to decide the next steps. https://docs.google.com/document/d/1MmeDt94C26SSZuqXIXaZXI10zLTc5A_g4YW5uECJrNY/edit#

[ImranBinShoukat]

As per our discussion, I have added the pricing of all the competitors in the document.

[jekram]

@ImranBinShoukat I am going to Block this for now and will reopen later when we are ready

[ImranBinShoukat]

Ok sir