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The system selected was from
the Ericsson stable: The
MD Evolution that is
currently making waves in Europe due to its unique
design and its ability to interoperate with other
systems. It has a host of advanced features
built-in as standard features, which makes it
particularly appealing to a call center.
Features like voicemail, auto
attendant, music on hold, recorded messages and
Interactive Voice Response (IVR) make it a winning
combination in the industry. The HDFC Securities
online trading operations used the switch equipped
with a PRI line and CO lines for their call center
solution with approximately 30 agents all equipped
with display digital phones.
The system chosen provides
automatic call distribution for agents where
customers call in for executing trades on the
share markets. The agents can monitor and activate
login and logout from any position. The central
supervisor can monitor the status of the agents. A
call logger has been installed to record
conversation of the trades executed to avoid
ambiguity. The displayed Caller ID helps agents to
identify customers and trace back unanswered
calls.
Neutron was instrumental in
assessing the needs of the company within their
expressed budget. The system was installed and the
task of configuring workflows, priorities and
reporting was completed by Neutron in record time.
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Telephony Systems: HDFC Securities 
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