Web Based Call Center Application
Solution Overview: A business call center application was created that gave telemarketing agents the ability to access its interface through an internet browser. The solution not only integrated with several backend resources, including the virtual ACD and Tandem mainframe database, but also enabled the "soft phone" functionality to control the physical phone through the web interface.
Business Benefit: The ability to run the entire application from a web browser enabled the client to secure good performance on existing low-end hardware. The scalability and flexibility of the application also provided the client with the ability to readily increase the user base. Another benefit of the web based solution was that it allowed the workforce - more than 10,000 agents - to work from home. This reduced the call center maintenance costs while expanding accessibility.
Engineering Application Conversion
Solution Overview: An existing Microsoft Access database application was converted to a SQL Server backend database structure. This conversion increased the overall user load and processing capabilities. This was the first phase in creating a new web based application that would support all project and time management business processes across multiple offices.
Business Benefit: The result of this migration is increased user capacity, and the immediate ability to run the application from various offices across the country.