Azure-Integrated Call Center Application Development
Budget: $1,500 – $3,000 USD
Develop a Cloud-Based Voice Call Center Application with Azure Authentication and Comprehensive Call Center Features
Project Overview:
We are seeking an experienced JavaScript developer to build a robust, cloud-based voice call center application hosted on our own infrastructure. The application should integrate with Azure Communication Services (ACS) for user authentication using access tokens and provide a full suite of voice call center functionalities. This solution aims to facilitate seamless communication between agents and customers without relying on traditional PBX systems like Asterisk.
Key Requirements:
Azure Integration & Authentication:
Utilize Azure AD or ACS for secure user authentication.
Implement access token-based authentication for agents and supervisors.
Manage user roles and permissions via Azure to control access levels.
Agent and Supervisor Dashboards:
Agent Dashboard:
Call Controls: Initiate, receive, hold, resume, mute/unmute, and transfer calls (blind and consultative).
Call Queue Management: View and manage call queues.
Real-Time Metrics: Display current call status, wait times, and agent availability.
Presence Indicators: Show agent status (Available, Busy, Away).
Supervisor Dashboard:
Real-Time Monitoring: Listen in on live calls and barge in if necessary.
Call Management: Transfer calls to different agents or queues.
Performance Analytics: Access reports on call volumes, wait times, and agent performance.
Call Handling & Routing:
Inbound Call Routing:
Implement Interactive Voice Response (IVR) systems for call routing.
Support for call queues and overflow handling.
Option for voicemail and callback requests.
Outbound Calling:
Manual dialing interface for agents.
Integration with external dialing systems if required.
Call Transfers:
Support for blind and consultative transfers.
Ability to transfer calls between agents and queues.
Voice Communication Features:
Voice Calls:
High-quality voice calling capabilities.
Support for PSTN and VoIP calls.
Call Recording:
Ability to start, pause, resume, and stop call recordings.
Secure storage and retrieval of recorded calls.
Support for unmixed audio formats for post-call analysis and quality assurance purposes.
Security & Compliance:
Ensure compliance with relevant data protection regulations (e.g., GDPR, HIPAA).
Implement secure data storage and transmission protocols.
Provide role-based access control (RBAC) for different user types.
Performance & Scalability:
Design the application to handle a minimum of 50 concurrent agents.
Ensure low latency and high availability.
Implement error handling and failover mechanisms.
Documentation & Support:
Provide comprehensive technical documentation, including setup instructions and API references.
Offer post-deployment support for bug fixes and minor enhancements.
Ideal Freelancer Skills:
Proficiency in JavaScript (Node.js, React, or similar frameworks).
Experience with Azure Communication Services and related APIs.
Familiarity with Azure Active Directory and token-based authentication.
Knowledge of real-time communication protocols (WebRTC, SIP).
Experience in building cloud-based applications with scalable architectures.
Understanding of call center operations and related technologies.
Project Overview:
We are seeking an experienced JavaScript developer to build a robust, cloud-based voice call center application hosted on our own infrastructure. The application should integrate with Azure Communication Services (ACS) for user authentication using access tokens and provide a full suite of voice call center functionalities. This solution aims to facilitate seamless communication between agents and customers without relying on traditional PBX systems like Asterisk.
Key Requirements:
Azure Integration & Authentication:
Utilize Azure AD or ACS for secure user authentication.
Implement access token-based authentication for agents and supervisors.
Manage user roles and permissions via Azure to control access levels.
Agent and Supervisor Dashboards:
Agent Dashboard:
Call Controls: Initiate, receive, hold, resume, mute/unmute, and transfer calls (blind and consultative).
Call Queue Management: View and manage call queues.
Real-Time Metrics: Display current call status, wait times, and agent availability.
Presence Indicators: Show agent status (Available, Busy, Away).
Supervisor Dashboard:
Real-Time Monitoring: Listen in on live calls and barge in if necessary.
Call Management: Transfer calls to different agents or queues.
Performance Analytics: Access reports on call volumes, wait times, and agent performance.
Call Handling & Routing:
Inbound Call Routing:
Implement Interactive Voice Response (IVR) systems for call routing.
Support for call queues and overflow handling.
Option for voicemail and callback requests.
Outbound Calling:
Manual dialing interface for agents.
Integration with external dialing systems if required.
Call Transfers:
Support for blind and consultative transfers.
Ability to transfer calls between agents and queues.
Voice Communication Features:
Voice Calls:
High-quality voice calling capabilities.
Support for PSTN and VoIP calls.
Call Recording:
Ability to start, pause, resume, and stop call recordings.
Secure storage and retrieval of recorded calls.
Support for unmixed audio formats for post-call analysis and quality assurance purposes.
Security & Compliance:
Ensure compliance with relevant data protection regulations (e.g., GDPR, HIPAA).
Implement secure data storage and transmission protocols.
Provide role-based access control (RBAC) for different user types.
Performance & Scalability:
Design the application to handle a minimum of 50 concurrent agents.
Ensure low latency and high availability.
Implement error handling and failover mechanisms.
Documentation & Support:
Provide comprehensive technical documentation, including setup instructions and API references.
Offer post-deployment support for bug fixes and minor enhancements.
Ideal Freelancer Skills:
Proficiency in JavaScript (Node.js, React, or similar frameworks).
Experience with Azure Communication Services and related APIs.
Familiarity with Azure Active Directory and token-based authentication.
Knowledge of real-time communication protocols (WebRTC, SIP).
Experience in building cloud-based applications with scalable architectures.
Understanding of call center operations and related technologies.