Customer:
A Fortune 10 telecommunications provider
Business Impact Areas:
Customer care, technical support, and call center
Solution Sets:
Customer relationship management, enterprise resource planning, demand management
Business Opportunity:
The client required a web-based solution to provide their customer base of over five million online DSL subscribers the ability to schedule call-back service for DSL technical support for installation support and ongoing maintenance. The Fortune 10 telco also required a mechanism to schedule and staff these call-backs in the context of their technician availability across three international time zones.
Results:
ALTERthought teamed with the client to conceive and implement the solution in less than four months. The system was developed remotely in ALTERthought's offices and allows the client's business DSL customers to select the times most convenient for them to receive technical support. Using its ScheduleXTM automated calendaring and scheduling engine, ALTERthought gave the client's supervisors the ability to manage staffing and scheduling of these technician call-backs. The solution also allows the customer's system administrators to manage internal users who have access to the system.
Services:
Architecture, full life-cycle software engineering, project management, mentoring
Sample Technologies and Approaches:
- Java 2 Enterprise Edition (J2EETM)
- JBOSS
- SolarisTM
- Apache
- Agile/XP
- Tomcat
- Struts/Tiles
- Ant
|
