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Call Recording, Analytics, and Workforce Optimization Solution

To provide an efficient call center optimization solution, Altoros developed Reporting, Analytics, Education and other components for a call recording and workforce optimization solution. The system is aimed at improving the work of call centers, enterprises, trading floors, government agencies, and first responders.

The solution tracks and monitors all interactions of call center operators, time and duration of calls, their statuses, etc. The system then analyzes the statistics and displays real-time dashboards, charts, and reports based on that information. System supervisors use dashboards, charts, and reports to monitor operators’ activities and improve their interactions with customers.

As all calls are recorded, supervisors can listen to any call any time. The system allows sending comments to a certain operator. If the operator has any issues with handling calls, the supervisor can send the corresponding educational material via the system. The operator is supposed to study the material, take the test, and have the result recorded in the system. This helps not only to monitor the work of the entire call center, but also to educate specialists and improve their work.

The company, the provider of integrated call recording and workforce optimization solutions, turned to Altoros to develop and implement analytics, reporting, and educational capabilities for the suite of solutions to improve the customer experience and increase workforce performance.

To create dynamic analytical reports, the system has to process the great amount of data received over a long period of time from a great amount of operators. This data can include hundreds of thousands of interactions. The team had to optimize the performance to enable the solution to deliver reports and display dashboards faster.

The customer required rich client capabilities in Internet Explorer 7 and higher. This was another challenge the team faced during the development process, as IE 7 has limited capabilities for the JavaScript engine support. Therefore, there was a significant difference in Web solution performance in JavaScript-friendly browsers (e.g., Firefox) and Internet Explorer.

To generate real-time reports and display dashboards faster, the team, that included Silverlight developers, decided to develop a separate database for reporting and synchronize it with the primary transactional database. The reporting database has the optimal structure for data analysis. This enables to quickly extract data from the reporting database without affecting the operation of the primary database, which greatly improves the overall performance.

Altoros implemented MS Ajax and JQuery technologies to enable the solution to support rich application features in IE 7. The team also reduced the number of references to the database and leveraged the data caching capabilities up to their fullest. The solution now shows ideal performance in IE 7.

By leveraging the solution, the customer can now offer a full suite of call recording, analytics, and workforce optimization software, which enables companies to get an accurate picture of customer interactions. Today, the company delivers the advanced call recording and analytics solution to more than 1,200 customers in 50 countries around the world.

Technology Stack

Server Platform

Windows Server 2003\2008

Client Platform/Application Server

IIS 6.0\7.0

Technologies

ASP.NET, Silverlight, WCF, AJAX, jQuery, LogiXML

Programming Language

C#, JavaScript, C++

Database

MS SQL Server 2005\2008

Modeling Tool

VS 2008\2010

Database Design Tool

SQL Server Management Studio\VS 2010

Development Environment

VS 2008\2010

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