Project Overview

HDFC Call Center web application was built to efficiently manage customer inquiry data received during calls with the support team. Designed for HDFC Deposits, the system centralizes customer queries, allows agents to quickly access customer information, and streamlines the process of providing accurate solutions. By leveraging modern web technologies such as Angular and .NET, the platform ensures a fast, secure, and scalable solution that enhances customer service operations. With features like Windows Authentication and Exotel integration for handling calls, the system significantly improved the overall query-resolution process.

Challenges: Creating a unified system that allows call center agents to access customer data instantly, manage inquiries efficiently, and integrate seamlessly with external calling systems like Exotel while maintaining data security and performance.

The Problem

Customers frequently contacted the call center with inquiries related to banking processes, FD status, and other account-specific details. Agents required a fast and reliable way to search for customer information and provide accurate answers without delays.

Challenges: Handling diverse customer queries, ensuring fast customer data lookups, enabling smooth search functionality, and managing various types of supporting documents while maintaining high security standards.

Key Challenges & Solutions

The solution involved building a robust Angular-based frontend and a .NET MVC-backed API system to create a seamless call management application. The architecture was optimized for speed, security, and cross-platform compatibility while supporting essential operational features required by HDFC Deposits.

Challenges Faced During the Project: Selecting technologies that ensured minimal code repetition, strong typing support, two-way data binding, internationalization, lazy loading, and a powerful routing system for a smooth agent experience.

Solutions Implemented: The web application implemented Windows Authentication for secure logins, enabling call center agents to manage their sessions safely. Customer data could be updated based on requirements, and agents were provided the ability to download or send necessary documents. The system supported adding, editing, and deleting customer queries with ease. It also offered export options for generating PDF and Excel reports. The frontend was developed using Angular for its cross-platform capabilities, reusable components, TypeScript benefits, two-way data binding, i18n support, lazy loading, and powerful routing. The backend was built with the .NET MVC framework to handle APIs efficiently. Exotel was integrated to make and receive calls directly through the platform.