Case Studies

Setting up of a large international call center in Bangalore.

Client Context: Our client is a player in the ITeS space who believed that they needed robust systems and processes in the areas of customer acquisition, people, processes and technology to differentiate themselves. Technology being a high priority, the client wanted to leverage it to the maximum to ensure high levels of employee productivity and client satisfaction.

The Requirement : The client wanted to be prepared to service a growing international call center market from Bangalore . The plan was to scale up in phases from 250 seats. The client wanted to expand its capabilities of handling just inbound calls to a blended state in the future. Also, there was a requirement for a geographically separate mirror site, which would double up as the disaster recovery (DR) center.

Summarizing the requirements:

• Design and deploy an end to end IP contact center
• Building the Availability / Redundancy as equivalent of a TDM based call center, in all layers of the solution
• To plan and build fully redundant core call center applications at the Bangalore facility initially and replicate the redundant portion at an entirely new facility in Mumbai at a later stage for DR purpose

The Solution: After detailed technology evaluations, it became clear that the level of performance / feature sets and redundancy required could only be delivered by an IP infrastructure. This resulted in the country's first third party end -to -end all IP contact centre solution.

Netsol helped integrate and deploy the complete solution based on Cisco IPCC, utilizing a common set of business rules and reporting functions across channels and locations. The entire IP contact center infrastructure was built on Cisco's platforms comprising of QoS enabled LAN, WAN, IP Telephony and IP Call Center applications. The core infrastructure deployed today is fully functional with Inbound and Outbound voice functionality, and is designed to be easily scalable to support Email and Web as and when required.

Netsol assisted the client in the following areas:

• Detailed Integration and deployment plan for the complete solution
• Installation and configuration of voice equipment
• Installation of LAN infrastructure, DSP resources, configuration of VLAN switches
• Configuration of QoS parameters on all core and access switches
• Setup of appropriate components to ensure end to end connectivity of the Complete IPCC solution. Installation of the IPCC related software applications, Agent / Supervisor CTI desktop related software application is an extensive activity and demands significant understanding of specific customer requirements besides platform training. End to End testing and User Acceptance Plan activities that were all completed in record time ensured that the client went live on operations as planned.

The Benefits: Today, our client has one of India 's most progressive, extensible, flexible, fully redundant open standards based IP infrastructure for a contact centre. Built around Cisco IPCC framework, the contact centre runs a 250 seat operation with dimensioning in place for a full 1000 seats.

The key benefits enjoyed by the client include:

• Faster deployment
• Highly Available Call Centre Network
• Call center application platform which provides 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
• 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.