Development of Call Management Tools
Business Question/Need
The client’s call center operations group sought to enhance the ability of its representatives in targeting marketing campaigns to specific customer segments and to increase overall efficiency and throughput of the call center process by automating the retrieval and display of key customer and product information for call center operators.
Technical Solution
The Call Management Tool is a desktop call center associate tool that allows operations to automate the routing of incoming calls. The project is related to and operates in conjunction with the client’s newly developed Marketing Campaign Management tools, which were also developed by Pinnacle. The Call Manager project calls for continued uninterrupted support for call center operations through the existing call operation application.
During the client’s transition to the Marketing Campaign Management tool, the operations management system required maintenance and support. Pinnacle supplied and managed a team of highly qualified production support engineers responsible for troubleshooting and providing 7x24 support of the existing application, escalating incident requests to the development group, and provisioning the IR process through the client’s defect tracking and reporting system.
Technology: Microsoft Visual Basic, COM/COM+
Project duration: 4 months
PTR Resources: 6
Benefits to Client
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Streamlined call center operations providing for a better customer experience.
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Consolidation of interfacing systems in a single front-end package.
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Reusable middle-tier components for data and legacy system access.
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Interim operations maintenance and continued support.