Our company has 35 support agents in different locations (Argentina and the US). Each one of these agents has access to what we call the EVM eCRM Suite. This is an in-house application to attend text-chat requests from our customers.
To normalize the terminology:
Agent=The guy who answers the support request and uses an application developed in VB6.
Client= Our customer, who requests chat support from our web application thru an ASP/AJAX chat screen.
We need to include a VOIP feature in this application. Basically, the program the agent uses is developed in VB6. They work behind NAT in 2 different locations.
On the client side: The customer may request voice support while text-chatting with one of our support agents. This request will appear ONLY on the screen of the agent who is currently text-chatting with the user.
This is good for you from a development point of view, because you already know who will receive the voice-chat request.
Agents are divided into 2 offices: One in Buenos Aires (with 28 english-speaking agents) and one in San Diego (with 7 agents for billing inquiries). All of them are connected to the same server. This server must not be used for this new VOIP feature (except to query for information on the database). Voice transmission MUST be point to point.
To summarize, a guy from the web must be able to talk with our guys.
I already have a quote from a company in India to develop this application, so we would appreciate it if you reviewed your quotation before clicking SUBMIT. We take into account only 2 variables when outsourcing: price and delivery time (in that order). We add the third variable (quality) with our own programmers.
13 freelancers estão ofertando em média $1246 para este trabalho
hi, we have good experience with VB6 and ae sure we can handle this challenge with excellence. pls contact me so we can discuss more details as well as pricing.
I have experience with voip solutions and specific softphone and hardware integrations. I can solve your request, we can explore several possible ways. I live in Argentina too.