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Call centers

A team of its consultants was engaged in streamlining a mission critical call center application. This application provides outsource service for large campaigns of major companies. The application was converted from COBOL to Oracle platform. Timely reporting for management control and monitoring of campaigns are the essential elements to meet client requirements. The converted Oracle application failed to meet client requirements because the production of some of the key reports took over fifteen hours of computer processing. its team analyzed the business requirements and re-engineered reporting systems resulting in reducing report production time to less than 10 minutes from over 15 hours. its re-engineered reporting system capable of producing timely reporting and easy access to information for research and analysis, turned the application into a important competitive advantage. This is a classic example of leveraging its teams' knowledge and expertise to turn an existing application into a functionally rich and productive tool

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