Designing and deploying a first ever blended agent environment contact center solution

Customer Context : The customer is one of India 's leading outsourcing companies operating in the BPO/ CRM space providing a high-quality, cost-effective solution to Global 1000 companies. They provide a complete blend of CRM services to their customers. The customer had offices in Mumbai, Bangalore in India and Omaha , NE and Sunnyvale , CA in the United States .

The Requirement: The customer's requirement could be summarized as follows:

• 400 Seat Inbound / Outbound / Blended Call Center for the new Bangalore facility to be integrated with the existing Contact Center at Mumbai.


• Network Routing at MGX / IGX Level


• HOST Connectivity with 3rd Party Database for Unified Reporting between Mumbai and Bangalore Locations


• Agent Desktop Automation - using VB Tool, Integration with both Inbound and Outbound Agent Desktop Tools / Applications

The solution : Netsol helped the customer in the following areas:

• Project Management


• System Deployment and Configuration

  • LAN - Passive and Active / Cisco 35XX and 65XX switches
  
  
  • WAN Transport - MGX (VoATM), and integrating MGX with IGX for data communication between Mumbai and Bangalore facilities
  
  
  • Telephony - Cisco Call Manager and IP Phones
  
  
  • Cisco IPCC - Cisco ICM, IP IVR, Q-Manager, CTI Toolkit
  
  
  • Concerto - Ensemble, LYRICall, DAPI, Compose IT


• System Integration Management

  • Telephony - Call Manager, MGX, Ensemble-DCP
  
  
  • CTI - ICM and Ensemble for Blending
  
  
  • Agent Desktop Integration - CTI Toolkit, LYRICall, DAPI
  
  
  • Call Flow Design and Scripting Services


• Agent Desktop Integration and Automation Services


• Host Connectivity Services


• "Go Live" Support Services


• Additional Support Services

The Benefits: The key benefits included:

• Provide a structured and secure environment for processing customers' backoffice documents from India


• Ease and flexibility for dynamic Inbound and Outbound functionality needs of the customer


• Increased business flexibility, intelligent call routing, automatic call distribution functionality, network-to-desktop computer telephony integration, interactive voice response integration, call queuing, and consolidated reporting.

Customer Quotes

"Netsol and Cisco has helped us to deploy state of the art voice and web support infrastructure that integrates with customer systems to provide a seamless, reliable, scalable and secure solution"