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The Client is a leading Italian operator in the field of outbound digital communication, with first class technological infrastructure and a proprietary software platform that can respond to any requirement in terms of contact volumes. The client specializes in supply of advanced digital communication services, both multi-channel (interactive automated telephone calls, Fax, SMS, MMS, e-mail) and bi-directional (inbound-outbound).
Client’s main requirement was a UI interface in the form of popup window for the incoming calls. The client receives lot of calls on a daily basis which are handled by the agents. Client wanted a UI interface so that the information regarding the incoming call could be given to the agents before the call is picked up. The same call popup should display the information of the call and the end customer. Along with the customer information, the pop up should also display a series of questions which the agent may ask during the call. There was also a requirement for the generation of reports so that the managers could see the progress of the business. These reports helped the managers to indentify various activities going on in the call center. The other requirements were to manage the agents, queues, pools and action script.
There were many challenges that were faced in the development of this application.
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In this difficult economic environment, Symfo decided to outsource one of its most critical developments to Q3 Tech. We were definitely reluctant doing so at the beginning of the project. But rapidly we understood that Q3 had the necessary skills and professionalism to bring the project to a successful realization. It was not always easy primarily because of the differences of culture. However once we understood each other, things went much better. We also understood that such a difficult project needed intense communications between Q3 and our company. Our company works on two time zones (Europe and East Coast North America) and we were amazed by the availability of the Project Manager and his team. It really contributed improving communications between us.
Phase I of our product is now ready and we are quite happy with it. We are definitely ready to start Phase II with Q3 and we highly recommend them.