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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.
