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In our experience, as call centres respond dynamically to changing demands, gaps in their systems
provision may be exposed : On the one hand they may have expensive strategic applications, which,
whilst doing an important job cannot be rapidly or readily amended. On the other, in-house teams
may have put together temporary solutions using tools such as Excel and Access which cannot be
used in business critical situations.
ICR has been able to assist many organisations with this predicament, by creating robust, scaleable
call centre applications, using industry standard development frameworks such as MS.NET, and proven
database technology such as SQL Server. These bespoke call centre systems provide the performance,
reliability and security advantages of more strategic solutions, whilst being rapidly deployed on
standard infrastructure, and also being extremely cost effective.
Recent projects have included: -
- Workflow management system to track a complex, multi-stage process for opening a specialist bank account
- MI system, drawing data from many sources within a multi-site contact centre operation to enable resource, performance and incentives management
- Portfolio management system for premier banking advisors
- Compliance tracking system for a bank’s in-house money laundering monitoring and compliance team
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