Southern Africa's largest mobile cellular network, employs a very large number of call centre agents in it's various call centers.
They required a system to manage the provisioning of these agents into the Genesys system with associated skill and language associations, and to consolidate and report on the performance of the agents using metrics from multiple systems for performance
based agent bonuses, one of their largest expenses.
The system allows them to manage their agents, how their performance bonuses are calculated, and allows the agents to track their own performance and how close they are to achieving their own personal,team and call center based goals.
The business domain is highly complex and the risks associated with incorrect or untimely remuneration calculations are high with the potential to cause mass human resource disputes. The system needed to be of the highest quality, very accurate, and very
useable both to the administrators and to the call center agents.
In order to achieve these qualities the system was designed around the business domain using a domain driven approach. Silverlight was used to create a very rich and responsive user experience.
The business benefits of this system have already been seen by the customer. The previous system required massive investment in maintenance costs as the dynamic nature of the business required rapid changes and flexability in the way that bonus based payments
were calculated. The architecture and styles employed across the development have allowed for a much more rapid and cost effective response to change requests by the client, the useability is very high, quality is excellent. It is our belief that this is one
of the biggest if not the biggest Silverlight based solution in existence.
Apex has not been reviewed by any customers.
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