Offshore Development Center for CTI

The Client

CTI is a full-service contact center located in the Pacific Northwest, serving customers nationwide. With a goal to provide best in similar services, it offers unbeatable solutions for customers who wish to outsource their call-handling needs by combining state-of-the-art technology with exceptional comprehensive services.

 

"I just wanted to report on the excellent work and leadership of the Java team on their work for the project. The core application work is very good and we are most pleased and amazed with their progress. It is impressive. I know they are concerned by some bugs, but that is not the important part. The important part is the core and it is solid and working thanks to the leadership and others." David Johnson, CEO, Continental Telecommunication Inc.

 

What the client wanted

With the clients business growth, lots of new functional requirements demanded development of corresponding applications to meet different businesses needs along with enhancement to an existing system which was a telephone exchange platform used to manage the whole job work flow, notify the coming phone call, import bills etc to integrate and streamline its core business processes.

Approach

Considering the scope of the development and workload, we set up an Offshore Development Center (ODC) which would act as a virtual extension of the clients own development environment to provide development, ongoing support & enhancement, testing services.

The establishment of the ODC was a two-phase process: In the first step the basic infrastructures were set up, and training was provided to the professionals to make them acquainted with the system and task. In the second phase, using the technologies such as C#, VB.NET, ASP.NET, XML and SQL Server, Abstract Technology adopted quick turn around of enhancement according to the clients requirements.

Abstract Technology's methodologies tailored to cater for the clients specific needs were adopted and specialized processes and standards were carried out for the execution, review and acceptance of each phase of the project.

The tailored methodologies Abstract Technology adopted included:

Building a team Abstract Technology provided the resumes of the programmers required by the client. Then a dedicated team of required personnel was identified on basis of the clients approval. In this team, the project managers primary responsibility was to effectively communicate with client on all matters relating to the ODC and assign task priorities, supervise the work and guarantee the quality to ensure the success of the ODC.

Infrastructures set-up

• For the convenience of communication, a Cisco router and 5 Cisco IP phones were installed to promptly exchange information with the client.
• A reliable VPN (Virtual Private Network) was adopted to improve the security of data information.
• Abstract Technology's 10M broadband kept us a constant connection with the client to maintain the high efficiency of huge data transfer.
• A secure and isolate location with exclusive hardware etc was separated for the clients Intellectual property (IP) protection according to IP Protection Whitepaper.

Reporting Timely reporting was provided to keep the client updated with the whole development process.

Due to the projects diversity, Abstract Technology provided two dedicated development teams for the client: one was a .NET development team and the other was a Java development team.
The .Net development team was responsible for rebuilding the existing system. Our professionals worked on multiple assignments and an extra load testing was adopted to ensure a stable system in the long run considering the heavy task and work load of the system.

Adopting Abstract Technology's application development methodology, the Java development team designed and developed new systems such as an online shopping website (for case study: An E-commerce Website) and a voicemail system (for case study: Voicemail System) by which Abstract Technology won the clients satisfaction.

CTI employed 9 specialists of Abstract Technology on the projects and the relationship was successfully kept during the 12 months cooperation.

Benefits

• The mature model of Abstract Technology's offshore development center guaranteed cost efficiency for the client.
• The work efficiency was significantly improved on the client's side.
• More systematically testing ensured the enhanced system run smoothly to cope with heavy data load.
• Agile troubleshooting response and quick enhancement from offshore enabled the client to rapidly enhance its technical competence.
  
  

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