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The Internet Corporation for Assigned Names and Numbers (“ICANN”) is a non-profit organization whose responsibilities include coordination and the secure operation of the Internet’s unique identifier system.
Working with Concentrix, ICANN implemented SugarCRM Enterprise version as the contact center platform for their new gTLD (Generic Top-Level Domain) Application Service Center (ASC) operations.
The requirements of this deployment included support of multi-language1 capabilities for:
Email Response and Escalation Management – Enabling agents to select and enter a response or email in any of six languages.
Customer Self-Service and Knowledge Base - Modification of portal search based on language selection. This also required development of a KDB Import Module which would upload and link identical articles in each of the supported languages from an external source.
1 English, French, Spanish, Russian, Mandarin and Arabic