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A global food and beverage manufacturing company has been using Edify software for approximately three years in its UK customer contact center. The company recently upgraded their system to Edify 8 and at the same time migrated the desktop software of the CSR's to the Edify Contact Center Suite. In addition, the custom CTI solution that had previously been employed was replaced with the CTI integration of the Edify 8.

The Role of Axis

Axis was involved in migrating the original web-enabled CSR desktop to the Edify Contact Center Suite. This required a careful mapping of the functionality of the original desktop solution and then a complete rewrite of most modules and web pages. As an additional constraint, the original look and feel of the CSR desktop had to be kept in order to minimize the training required to transition to the new system.

In addition, Axis was in charge of similar migration of all web modules related to Administration of the Call Center resources, such as CSR's and IVR parameters.

This project was done in close collaboration with Edify Professional Services in England with project status updates provided weekly by Axis project managers and regular teleconferences to discuss project details and technical issues.

Project Details

All development and quality assurance was done at the Axis offices in India. Installation and system testing was done onsite by Edify employees in England.

Software Environment

Edify platform and Edify Contact Center Suite
Oracle 8i Database Server
Cascading Stylesheets, Client Side Javascript and Dynamic HTML

Project Size

• Offshore in India - 4 developers for a total of 5 man months
  

Advantage to client

• Reduced development time
  
• Reduced cost
  

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