Setting up a scalable international call center in Bangalore with guaranteed QoS

Customer Context : The customer's business is focused on offshore IT outsourcing using customized business propositions that offer value and build long term customer partnerships.

The Requirement : The customer's requirement was to provide the support for customer base in UK and US, from the Bangalore facility. To start with all the 24 seats needed to have inbound capability to handle UK calls and which could scale up to 200 seats to handle US calls.

The Solution : Netsol assisted the customer in the following areas:

Requirement Analysis and Design

• Business requirement Analysis

  • Technology Evaluation and Mapping to Business Requirement
  
  
  • Vendor/Product/Service Provider Evaluation
  
  
  • Design/Architecture


• Solution Fulfillment

  • Cisco LAN, WAN, IP Tel, ICM,
  
  
  • Verint recording Solution


• Implementation

  • Installation and Commissioning of LAN, WAN, IPT, IPCC at India end
  
  
  • Installation and Commissioning of Voice Gateway at UK end, and integration of the same with Customer ACD and IPLC link
  
  
  • Development of Routing Script on the ICM and IPQM as per the call flow needs
  
  
  • End-to-End testing, UAT, Documentation and Handover

The Benefits : The key benefits included:

• Faster deployment


• A call center application platform which provided a singular point for building the business rules for skills based routing, reporting, management, and integration to CRM and other call center applications, independent of the medium


• Ability to support any new applications that are deployed in single-site or multi-site contact centers


• 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