Case Studies

Cost-effective scaling up of existing infrastructure for a large US group

Client Context : Our client is part of a large US group with worldwide investments in infrastructure, technology and strategic offshore initiatives. The client organization was setup in December 2002 to provide BPO services in the areas of Consumer Finance. The services offered range from customer service, collections, application processing, underwriting, and system support.

The Requirement : The existing infrastructure was deployed for 50 seats with a scaling capacity of 200 seats. The client wanted an infrastructure that was further scalable but at the same time cost effective. The sole objective was to have a robust, flexible set up for both the network and application layer to address the client's dynamic business needs. Another key requirement was to enable the client's customers to integrate its infrastructure with its own set up.

The Solution : Netsol proposed the following architecture to address the client's requirement. The architecture deployed at the client comprised two major components, Cisco AVVID platform which comprises of QoS enabled LAN, WAN, Voice Gateway, Call Manager, IP Queue manager, and IP Phones, secondly the call center application platform based on Cisco IPCC enterprise edition, comprising of Cisco ICM, PG and CTI components.

The entire IP contact center infrastructure is 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, the Dialer currently is located at the remote end, the base infrastructure is designed to easily scale and integrate to a remote 400 seater facility.

Netsol's scope of work for this project was in the following area:

• Consulting
• 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 of Headsets, Modems, Structured cabling
• Installation and Commissioning of LAN, WAN, IPT, IPCC at India end
• Installation and Commissioning of Voice Gateway at US end, and integration of the same with US end PSTN/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 : Some tangible benefits of the end to end network based on Cisco's IPCC and IP telephony at the client organization are:

• Better resource utilization
• Highly Scalable
• Quicker ROI

Additional capabilities and advantages include 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. The open, standards-based architecture of the IP-call center can also potentially support Web-based customer contact, including collaborative browsing, text chat and email response management.