Xavient case study_ccs

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The Client was using a thickclient CTI which not only experienced performance issues but required labor intensive installation & setup in each agent machine whenever updates were required The thick client TI solution also posed major challenges in the expansion of the contact center.

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Xavient case study_ccs

  1. 1. Ideas to Solutions A Xavient Case Study For a large satellite service provider in the United States providing broadcasting and other services Thin Client Solution for a VOIP-Based Contact Center Xavient Solution BenefitsBusiness Objectives/Goals  The Client was using a thick- client CTI which not only experienced performance issues but required labor intensive installation & setup in each agent machine whenever updates were required  The thick client CTI solution also posed major challenges in the expansion of the contact center  Xavient developed a Thin Client (web-based) solution for a VOIP based contact center. It involved migration of thick client product to thin client after which the Web Browser (Internet Explorer) became the Client  With the new solution the SoftPhone agents were able to use headsets connected to their Desktops to perform VOIP-based functionalities such as Answer Voice Call & Email, Call-back, Chat, Web Collaboration, Conference, Transfer, Hold etc. by leveraging the existing multimedia capability of the system resources at a fraction of the cost of a traditional contact center  Overall, the solution reduced downtime increasing agent productivity and lowered the cost of ongoing maintenance  Since the agents no longer required any installation at their machines, the setup time for new agents was minimal and maintenance no longer required that agents go offline  Due to the Thin Client environment, the applications ran much faster since the processing took place at the Server rather than at the agents' desktops  Headquartered in Simi Valley, CA, Xavient Information Systems (XIS) is a leading provider of global IT and engineering services and solutions. Since its inception in 2002, Xavient has grown to be a tier-one IT Professional Services and Solutions provider for telecommunication, broadcasting, manufacturing, retail, and healthcare companies.  It is the preferred transformation partner across product and vendor evaluation; business process re-engineering; outsourcing and off-shoring; product implementation; custom solution development and IT professional services for several Fortune 1000 companies.  Xavient leverages its proven expertise in Global Delivery Models with centers of excellence in Application Development, QA & Testing, Managed IT Infrastructure services and IT Application & Production environment. California | Georgia | Colorado | Washington |Henredon | Canada |New Delhi | Sri Lanka About Xavient For further information please write to: info@xavient.com

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