Powering the Smart Migration from Legacy Telephony to World Class, Cloud-based Contact Center Solution
CASESTUDY
AI, ML, Virtual Assistants and Automation Deliver Operational Excellence and 99% SLA much to the customer’s delight
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Our Customer
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AT A GLANCE
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Our client is the largest, global LPG distributor with presence across the U.S., whose operations include bulk gas storage and delivery, cylinder filling and community distribution gas systems. They are committed to always delivering with safety and trustworthy service.
www.hexaware.com |
marketing@hexaware.com
Business Challenges
The client’s previous on-premises solution possessed insufficient contact center functionalities, excessive dependency on manual efforts leading to lower efficiency.
TIME
• Need for an independent testing partner to implement a robust test strategy for their mission-critical applications and integrations across Passenger Reservations, Inventory and Ticketing, Departure Control System (DCS), Loyalty, Cargo, Maintenance, Repair and Overhaul (MRO), and Crew • Multiple tools and limited test automation led to the significant effort being spent on maintaining and executing the test suite • Defect ageing and multi-vendor coordination for defect fixes • Applications infused with AI components need to be tested for the confidence of prediction outcomes
The existing telephony for all contact center agents and supervisors needed manual intervention and efforts
PEOPLE AND SKILLSET
Smart contact center provision with agent call routing based on availability was missing in the existing system
RESOURCING
Call backs in response to voice messages was time consuming
COMPLEXITY
Outdated Technology Slows Down Progress and Efficiency
The previous vendor provided on-premise solution that was lacking in smart technology leading to limited functionalities
Limited features to enhance customer experience, scalability and cost efficiency
Our Solutions
Hexaware analyzed and suggested a cost efficient, intelligent and innovative cloud-based contact center solution that would reduce efforts, enhance efficiency and have smart self-service options.
Development Approach
•Adoption of a phased approach for knowledge acquisition from client SMEs followed by setting up an independent testing CoE covering Functional, Integration, Compatibility, Usability, Accessibility and Data Migration testing across web and mobile • Successful implementation of a comprehensive test strategy for: Passenger Service System (PSS) suite of applications, including Global Distribution System (GDS) and Interline/Codeshare involving the validation of the journey with partner airlines Loyalty and digital programs comprising of COTs, middleware, and 3rd party services in a multi-vendor development environment Mobile application validation on cloud-based infrastructure Cargo operations on e-commerce platform involving domestic market shipments through its partners and franchises • Automation-led approach leveraging Hexaware’s TALOS* (a unified multi-channel test automation framework for web, mobile, and TPF) SeeTest tool to automate the client’s mobile applications wrapped with FAME Framework Combination of multiple toolsets to automate Accessibility testing for business-critical applications within Loyalty, Digital and PSS programs to ensure compliance with WCAG standards 2.0 (Level A, AA) • Integrated Continuous Testing in DevOps CI/CD pipeline for Loyalty, Digital and PSS programs using Behavior-Driven Development (BDD) and seamless integration with Azure DevOps and JIRA for test planning, Bitbucket as code repository and BrowserStack for multi-channel (Web, Mobile and API) script execution • End-to-end testing of embedded AI components covering Dataset Quality, Model Outcome, Model Consistency and Prediction outcomes relevant to business requirements for "Cargo Application" • Further increased testing effectiveness and efficiency by Setting up an enterprise-wide Test Data Management self-service portal with service virtualization for PSS migration testing In-sprint automation and automation of regression test suite for steady-state applications
OUR SOLUTIONS
• The planning was done such that the requirement definition and design are completed in the previous iterations. Coding and unit testing can be taken up in the subsequent iterations. • Requirements are analyzed such that dependencies between use cases are understood and sequenced across various iterations. • A particular use case could be dependent on multiple use cases, which may be planned across various iterations. Under such circumstances, such use cases are split into parts and developed in multiple iterations to ensure the dependent use cases are realized and made available. • Provision has been made in test execution and reporting so that such dependent test scenarios are marked and tested again in various iterations. • The technology framework included JBOSS, JSF (2.0), JDK (1.6), JEE (5), Spring (2.5), JPA, Hibernate (3.3.x), BRMS Maven (3.0.3).
Planning and Sequencing
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• The suggested platform Genesys could be integrated with the existing MS-Teams setup to provide dual benefits of driving cost and business value. • Excess expenses on UCAS (Unified Communication as Services) and CCAS (Contact Center Communication as Services) were saved by opting only for CCAS with MS-Teams as the communication platform for internal communication, video calls, etc. • A modern contact center with business benefits and features and the added advantage of being an AI-enabled contact center helps ensure that future requirements if any can be taken care of by the provided intelligent contact center solution. • Callers leaving voicemail messages due to unavailability of agents could utilize the new option in the provided solution that allows the caller to request for a call back instead • Responding back to voicemails which was a tedious and time-consuming process for the agent previously has been improvised. The voicemail is delivered to the agent as a call so that the agent can immediately respond back to the caller upon receiving the message and save the time spend on playing and listening to the recording. • A new round robin routing in case of agent unavailability helps ensure that the next available agent can assist the caller and saves on time spend, resolutions provided and quicker FTR while enhancing the customer experience due to prompt service resolution.
Business Benefits
The futuristic, AI-enabled solution was delivered before time (migration and go-live in record time) with scalability and resilience for maximized savings, speedier response time and improved user experience.
Successful delivery of the promised solution to the client within 4 weeks as against the agreed upon time of six weeks.
Client goes live a week earlier i.e. in the last week of September instead of the planned date of the first week of October
Transitioning of critical business functions and users to Genesys with minimal business impact
Recommendable savings on processes, software, efforts, time and resources and more.
Monetary savings, improved efficiency and enhanced employee end-customer experience
The touchless transition journey was a success and the complete solution was delivered before time. The benefits achieved include enhanced efficiency, optimized processes, cost savings, quality of service, elevated customer as well as employee experience. The other business benefits include:
Transforming
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