CALL CENTER AUTOMATION FOR MOBILE OPERATORS

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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.

Useful services

Microsoft Azure

Cloud Migration Services

Data Analytics

Business Intelligence

Managed IT & Digital Solutions

QA & Testing Services

IOT

Artificial Intelligence

Services Portfolio

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