Case Studies

Case Studies >> Call center Application
Call center Application
Customer and/or End User
Aegis, which owns and manages call centers throughout North America, is at the leading edge of Customer Value Management, or CVM, which involves building productive and long lasting customer relationships for clients in the telecom, financial services and retail industries.
The Challenge
Aegis operates a network of 11 centers throughout North America. Each center features state-of-the-art technology for telephony operations (call blending, routing and recording) as well as online services (email and chat). Multiple simultaneous campaigns are often run, with complex scheduling needs and the integration of various technologies.

The Solution
The application developed for Aegis managed campaigns for product sales and support. The business processes involved in these campaigns can be categorized as Outbound and Inbound services. Outbound activities include collections, telemarketing, polling and surveys research, and account verification. Inbound services include responding to calls from customers, taking orders and inbound sales. Critical performance parameters-for both data collection and reporting-focus on time management, utilizing metrics such as call handling time, and average speed of response.

Our system ensured optimal campaign operations in multiple application environments through the following set of tasks:
  • Application Monitoring and Tuning
  • Application Administration and Software Maintenance
  • Relational Database Administration, Maintenance, Monitoring, and Tuning
  • Application Functional Support and Security Administration
Technology
  • Microsoft SQL Server 2000™, Oracle 9i
  • Informix 4GL
  • UNIX and Windows 20000
  • ASP,ASP.NET and customized Aegis tags
  • SQL DTS Package developmentn
Resulting Benefits
Premium, acknowledged high-quality customer management services, with zero down time.
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