“Product of the Year” by Internet Telephony Magazine

The customer is a top 30 US enterprise software company that helps organizations make sense of the vast information they collect as part of their daily operations. The actionable intelligence solutions are designed to integrate and analyze huge volumes of data—images captured by thousands of cameras, trends buried in millions of calls, threats hidden in billions of interactions. By identifying critical intelligence that might not otherwise be found, they help industry and government take more effective action to achieve performance and security goals.

The relationship between the customer and CSC Vietnam is a long-term one in which we have been helping our customer in capturing customer intelligence and optimizing their workforce performance.

Technology

• Java, J2EE, C++,
• XML, HTML
• Web logic 8.1 Service Pack 4
• Cognos ReportNet 1.1 MR4/ Cognos 8.4
• MS SQL Server, Oracle
• ETL, Data Warehousing
• Telecom, telephony and real-time processing

Team Size

102 resources on average

Service Request

Provide a complete solution for businesses capture customer intelligence and optimize their workforce performance – throughout contact centers and beyond.

Make sure the solution for workforce operations optimization (WFO) operates across TDM, IP and mixed telephony environments

The solution will bring together quality monitoring/call recording, workforce management, performance management and actionable learning with best practice consulting, enabling to:

• Plan and establish goals
• Schedule and deploy staff
• Record and measure performance
• Analyze and investigate opportunities, trends and areas for improvement
• Learn and make adjustments to processes and training for skill advancement

Challenge:

• Support existing systems while maintaining the flexibility to add more functionality.
• Target to different types of user
• Since the client has acquired many companies, the process is very complicated, it does not standardize across the teams.
• Massive end-user usage support

Solution:

• Capture and tailor our process to fit in client’s process but still compliance with CMMi 5 Level 5
• Develop customizable components
• Optimize Database design and algorithms.

Results:

• Support our customer in improving the engagement process with outsource partner
• Achieve high availability and stability of critical business systems
• Leverage CSC’s global expertise in outsourcing, systems integration and applications
• The customer is very pleased with our relationship, the quality of our team in Vietnam, and committed to work with us for a long term

The project team and the product have received several awards:

• 5 x I2 award for team works from client
• 2 x I2 award for individuals from client
• Customer Interaction Solutions Magazine 2006 Product of the Year
• Call Center Magazine 2007 Product of the Year AWARD
• "Product of the Year" award from Customer Interaction Solutions
• "Product of the Year" award from Internet Telephony magazine

---

Download “Product of the Year” by Internet Telephony Magazine (PDF). Contact us today

---