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Case Study

Introduction to the project:
EchoGen

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Echogen

Modern call centers juggle multiple high-stakes tasks—from managing agent performance and processing complex, commission-based payroll to tracking sales leads in real-time. Our client, a rapidly growing BPO, was struggling with disconnected systems. They used separate software for HR, another for payroll, and messy spreadsheets for lead tracking. This created data silos, led to costly manual errors, and slowed down their sales pipeline. They needed a single, unified solution to automate their entire operation.

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TechStack

JavaScript
Node.js
AWS
React
Next.js

Challenges We Faced

The client faced significant operational bottlenecks. The HR department couldn't easily verify agent attendance or performance for payroll, as that data lived in the telephony system. Payroll itself was a weekly nightmare of manually calculating commissions based on sales data from spreadsheets. Furthermore, valuable leads were being lost because the tracking system was slow, with no clear way to measure agent follow-up or conversion rates. The lack of a single source of truth was costing them time and money.

  • Data Silos HR, Payroll, and Sales data were in separate, non-communicating systems.
  • Manual Payroll Errors: Commission and bonus calculations were time-consuming and prone to human error.
  • Inefficient Lead Management: Leads were tracked in static spreadsheets, leading to poor follow-up and lost revenue.
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Success with Sunny Software Solutions

We developed a modular, web-based CCA platform that serves as the central nervous system for the entire call center. It connects every part of the business, from the moment an agent clocks in to the moment a sale is closed and a commission is paid.

  • Integrated HR Management: We built a full HR module for employee onboarding, attendance tracking (linked directly to the dialer/system login), leave management, and performance scorecards.
  • Automated Payroll Management: The system automatically calculates payroll by pulling data from two sources: HR (for attendance/hours) and Lead Management (for closed deals/commissions). It generates accurate pay slips, handles deductions, and integrates with their accounting software.
  • Manager's Dashboard: A central dashboard provides managers with a 30,000-foot view of all operations, including live agent statuses, key performance indicators (KPIs), sales-per-hour, and payroll forecasts.
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Frequently Asked Questions

Our tailored solutions are designed to address your specific business needs, whether it’s enhancing your online presence, streamlining processes with custom software, leveraging data for strategic insights, or boosting brand identity and recognition.
We cater to a diverse range of industries including but not limited to technology, healthcare, finance, e-commerce, education, and manufacturing.
Our development process begins with a comprehensive consultation to understand your requirements. We then proceed with design, development, testing, and deployment phases, ensuring transparency and collaboration at every step.
Yes, we offer ongoing support and maintenance services to ensure your software solutions remain optimized and up-to-date, providing peace of mind and continuity for your operations.
At Sunny Software, we combine technical expertise with a client-centric approach, delivering innovative solutions that drive real business results. Our commitment to quality, reliability, and customer satisfaction sets us apart in the industry.
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