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Company
One of the largest motoring services company in the UK uses the
Edify Contact Center Suite to handle all customer support issues
that come in through email. This includes the use of Edify Natural
Language (ENL) processing capabilities for email topic classification.
Classification of emails improves customer service by ensuring
that the email is handled by the appropriate Customer Service
Representative (CSR) and cuts down on response time by providing
quick access to prewritten email responses.
The Role of Axis
Axis was involved in enhancing the Edify Contact Center Suite
to provide additional customized functionality in three areas
that are listed below.
Email Campaigns
Axis created custom modules within the Edify Contact Center framework
that allow for administration and execution of email campaigns.
The administration of the campaigns is provided through a web
interface and the execution is handled using a third party COM
object that provides an SMTP connection to a local mail server.
Spell Check Administration
The Edify Contact Center Suite provides automated spell checking
for all outgoing mail. Axis created custom modules for updating
and maintaining the dictionaries that are used with the spell
checker.
Customized Email Routing
The Edify Contact Center Suite uses intelligent routing algorithms
to ensure that all customer service requests are sent to the appropriate
service representative. Axis updated this routing mechanism to
support specialized requirements for this Contact Center.
Project Details
All of the development and most of the quality assurance work
for this project was done in India. Axis dispatched one of its
developers to the client site to handle installation and system
testing.
Software Environment
Edify platform and Edify Contact Center Suite
Oracle 8i Database Server
Project Size
- Offshore in India - 3 developers for a total of 7 man months
- Onsite in England - 1 developer for a total of 6 weeks
Advantage to client
- Reduced development time
- Reduced cost
| Reduction
in development cost |
Reduction
in development cost and time |
| |
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