CX industry project
Multi-channel Contact Centre
I was hired by SAP to consult and support their large Contact Centre customer.
I consider supporting the customer as one of highlights of my career.
My journey with the customer lasted for 8 years.
The customer had versatile business
Banking
Insurance
Hospital services
My role was to consult the customer on daily matters.
Administrate
- Add queues, users, groups, roles and IVRs
- Change system settings
Consult
- Give guidance to power users
- Plan future changes
- Suggest solutions
Document
- Architecture
- Best practices
- Integrations
- Number ranges
Test
- Write the test plan
- Test new releases in the development and production environments
Troubleshoot
- Investigate incidents using admin and monitoring tools, SQL, APIs, etc.
- Report bugs to product development
Business requirements
Customer wanted a single Contact Centre solution for routing all contacts.
Technically the system should scale to the user base and contact volume. All calls should be recorded and stored for seven years. The solution needed to integrate to systems used by different business units.
The goal was to have a solution with centralized administration and control.
The system was hosted from private cloud to the customer
Customer offices
Firewall
Private Cloud
The private cloud was built using best practices
Application Server
Reporting Database Server
Operative Database Server
Storage Server
Group hierarchy was used to limit visibility. Each business unit could see only to their own data.
The solution was integrated to multiple external solutions.
| Integration | Use case |
|---|---|
| CRM | Customer recognition |
| Online service | Customer messaging |
| Workforce Management | Shift planning |
| Reporting | Volume reporting |
| HR | Directory and user sync |
| Outbound campaigns | Customer campaign lists |
| Email inbound and outbound | |
| Online Chat | Real-time chat |
Example of the contact flow
Benefits for the customer
One solution.
Excellent support and top-level consulting.
Change management in one controlled environment.
Call recordings.
Unified reporting across all departments.
Lessons learned
Use clear naming convention.
Document since day one.
Create a test plan with all integrations included.
Automate large scale stress testing.
Use modern REST APIs.
Share knowledge. Talk with the customer as much as possible.