Case Studies
Case Study 
Activity Tracking Software
Q3's global sourcing model gives the maximum benefit to customers in terms of cost savings, improved quality, access to highly talented professionals, flexibility of operations and reduced time to market.
Company Profile
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).
Business Situation
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.
Challenges
There were many challenges that were faced in the development of this application.
- The most difficult and challenging part of the application development was to display the call popup on some external trigger generated by their IVR managing application. So, the difficulty was to check out the best way to achieve the same.
- The second challenge was the selection of the UI in such a way that the application should be installed once and can run anywhere giving the desktop experience. Silverlight was used for the purpose but report was also required to be implemented into the same.
Technical Solution
Q3 always emphasizes on the importance of building the application in a technology that helps the client to manage the application. To meet all client requirements, Q3 came up with a team of dedicated developers and proposed the N-Tier SOA based architecture with Unity Framework, WCF Services, Silverlight 4.0, and Entity ORM Framework.
The application consists of various modules which interacted to each other at every stage of transaction. So, the VCC System was organized in four main modules. These modules together will answer how a user can manage agents, queues, pools and scripts, view reports. It will describe all the operations that the user can perform using the system. For the Silverlight application, reporting tools were used to display the reports in the Silverlight environment.
Technologies
| Architectural Component | Technology/Framework |
| Language | |
| Target Deployment OS | |
| Server Software | |
| Client Tier | |
| Presentation Tier | |
| Application Tier | |
| Reporting | |
| Data Tier | |
| Tools |
Customer Speaks
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.
CEO, Symfo SA, Belgium.