Contact center prototype (Twilio Flex, etc.) setup for demo and R&D
$500 USD
Imefungwa
Imechapishwa about 4 years ago
$500 USD
Kulipwa wakati wa kufikishwa
Note: We see this as a longer term engagement as needed (for example, see future milestones below).
The tentative budget for this job is $500 - it covers both Milestone 1 (USD 150) and Milestone 2 (USD 350).
Additionally, we will add a bonus for a job well done.
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We need a contact center prototype setup for demo and R&D purposes (milestone 1 and milestone 2 below). We have been considering Twilio Flex because of ease of use, flexibility, and cost but are open to other suggestions (e.g, AWS Connect). We work primarily on NLP and the goal of this setup is to demonstrate our NLP capabilities. We will give you access to our Twilio Account and AWS instances, etc. as needed.
The system you setup should work as follows (and we are open to suggestions):
Milestone 1 (basic setup):
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I (acting as a customer) call a US phone number and it goes through a simple IVR that does some basic verification based on my caller ID, asks me to describe why I am calling, and then routes me to an agent using a basic skills based routing. We can have two agents setup and the call gets routed to one of them (or to whoever is online).
It rings the softphone on agent's desktop application (that comes with Flex) and agent's configured cellphone. When the agent answers (using either softphone or cellphone, his desktop is populated with the information collected in the IVR. The customer and the agent continue their conversation.
Milestone 2 (integrate with one Speech recognizer):
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The media stream is to be forked and sent over to AWS Transcribe (streaming / real time). I have seen sample code from Twilio for doing this and there may also be better ways. The output transcription is to be sent to our application. Our application will keep updating the agent desktop in real time based on the transcription as the conversation between customer and agent progresses.
We will also need your help in architecting flow and get it to work end-to-end -- for example, how can our application push information to the desktop of agent who answered the call?
Also, the information captured by the IVR would need to be sent to our application at the beginning as part of this session.
Possible future milestones:
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(1) Help with a setup where we can plug into an existing contact center (such as Cisco, Genesys, etc.). It will probably need to use Asterisk to be added into a conference call at the call initiation between customer and agent. It will need to receive identifying information plus the media stream that will need to go through ASRs and the ASR output will be routed to our application as before. Our application will then need to update agent desktop used by that contact center. We will need guidance /consulting for architecting such a setup.
(2) We would want to experiment with using two ARS simultaneously and get both streams into our application. For example, use AWS Transcribe and Google cloud ASR. Or use AWS transcribe and Nuance setup on an AWS instance.
(3) Replace contact center routing with our routing engine.
Hello,
I’ve gone through the description provided by you. I am a Full Stack Developer with 15+ years of experience working on PHP, Laravel, API integration, Shopify Developer, WordPress, Graphics designer, UI/UX and template designing as well.
In order to proceed further let's have a conversation to get a better understanding of what features we can add to the website and improve visibility across search engines for marketing purposes. Thank you, Shai
Hi, I have 18 years of experience in VOIP and asterisk. I offer my services for your project. Please have a look at my profile to see all my experience details. I assure you of a high quality professional service. I can show a working model based on IVR and Speech recognition on my own server. We can chat out details.
Dear Client
Here is a JavaScript & Python expert that you are looking for.
I have read your description carefully and understood what you really want.
I am ready to start your project with you and can complete it perfectly because I have 6+ years of experience.
I want to discuss more details via chat.
I look forward to responding to your reply.
Thanks.
Hi there,
I can develop Contact center prototype using twilio flex as required by you.
I am experienced Twilio developer with around five years of industry experience in communication APIs and chatbot development.
I have done many twilio projects in past with twilio studio, functions, twiml bins for call routing based on business logic, voicemail, SMS/email notification, call queuing, etc.
If you are interested, I can share previous project details for reference.
Please let me know your use case in detail.
Hoping to hear from you soon.
Thank you.
Hi there.
I am very interested in your project.
I have experienced Twilio flex before and set up an IVR using studio to make custom logic, consuming 3rd party APIs, and routing as well as twilio functions.
Moreover, I have a good knowledge in NLP also.
I am sure I can collaborate with you for a long time.
sincerely,.