Setting up a contact center for a leading entertainment company

Customer Context: Our customer is a leading Entertainment solutions & services provider across major continents of the world. Our customer, today has a wide customer base being served through their channel partners. They are in the process of launching new services in the direct entertainment space, which is expected to create an exponential growth in the number of customers.

The Requirement: The requirement of service enhancement is to provide voice contact from the key locations and also a universal contact point through e-mail and web. Various solutions available on the technology infrastructure front needed to be evaluated to match the business needs of our customer.

They wanted the latest technology infrastructure to build a state of the art network with a contact center. The initial capacity of such a contact center had to be at around 150 agent seats with the capability of ramping up later. The feasibility of setting up such a contact center in any one location or spread it on a model of multi-locations had to be explored with a keen factorization of economics, operations and quality of service.

Our customer selected Netsol's approach based proposal to assist with recommendations for:

• Business Location Services


• Technology Consulting for the Contact Center

The Solution: Netsol approached the task with a 4 phased approach which included the following phases:

1.Consultancy - This included professional recommendations based on our understanding of the our customer's requirement, our expertize in the technology domain in combination with our best practices for design and implementation of such projects. The deliverables were defined as discussed.

2. Design

3. Liasoning - Our experience in understanding the statutory rules, regulations enable us to represent our customers to these statutory bodies for requisite approvals.

4. Pre-deployment - This included preparing a RFP statement, which highlighted the Architecture, Specifications, and Metrics for the solution recommended and also the associated activities related to evaluation of products and vendors in the market. We agreed upon the alternatives to be evaluated but the number of alternatives in each field remained restricted to 3 vendors only.