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CALL CENTER AUTOMATION FOR MOBILE OPERATORS

 

Challenge

To develop a software product for automation of call-center operations for mobile service providers that involves:

  • development of the software architecture;
  • maintenance and testing;
  • further cooperation for implementing the solution into customers’ information systems.

 

CLIENT:

INDUSTRY:

Telecom

PROJECT TIMELINE:

2 years

Functional Area

Software development

 

 

Technologies

 

  • J2EE Platform
  • Apache Tomcat 5.0
  • IBM WebSphere 6.0
  • Java Portlets (JSR-168)
  • Liferay Portal 3.6.1
  • JMS (JSR-914)
  • ActiveMQ 4.0.2
  • Enterprise Service Bus: eMule 1.3, ServiceMix 3.0
  • Spring Framework
  • Hibernate
  • Microsoft SQL Server
  • MySQL

SOLUTION

To maximize the solution`s functionality these user modules had to be developed:

  • News. The module sustains the exchange of information within the company;
  • Information: This module serves as the storage of information;

 

  • Reporting. This module is used to analyze the work of system users as well as the efficiency of the system itself;
  • Education. This module is to simplify the process of employee qualifications improvement ;
  • Assessment. The module assesses employees quality of work

RESULTS

 

The solution is used in a number of regions as the main customer’s call centers automation tool.

1Datagroup has been contracted to offer Support services to 4 different locations of the customer’s operations and its ongoing process for the past 3 years till today.

 

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