The .NET-based telephone exchange system of CTI

The client

CTI is a full- service contact center based in US, providing answering service or call center solutions.

What the client wanted

There existed a telephone exchange system at the client's side, which mainly manages the whole work flow, notifies the coming phone call, imports bills etc. However, w ith business development, the existing system could not satisfy the business needs. So the continuous maintenance was needed and some new functions would be developed to meet the needs.

Approach

Shinetech adopted the cooperation pattern of offshore development centre (ODC) with the approval of the client. We went through the following steps to finish this project.

• Dedicated maintenance/support team

Through filtrating the resumes Shinetech provides, the dedicated team including project manager, developers and testers that client was satisfied with was identified. the project manager was responsible for communicating all issues about the project, assigning task priorities, supervising the work and guaranteeing the quality to ensure the success of the project.

• Infrastructures setup and Knowledge transition

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.

The 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 client's Intellectual property (IP) protection.

In parallel with the infrastructures setup, knowledge transition also commenced. Our team acquired related knowledge and details about the system and tasks via training and efficient communication with the client.

• Continuous maintenance

Shinetech adopted quick turn around of enhancement using the technologies such as C#, VB.NET, XML and SQL Server according to the client's requirements.

Considering the heavy task and work load of the system, Shinetech maintenance team adopted an extra load testing to ensure a stable system.

In addition, timely reporting was provided to keep the client updated with the whole development progress.

Benefits

• Significantly improved efficiency of the system after the bug fixing.
• Agile troubleshooting response and quick enhancement enabled the client to rapidly enhance its business competitiveness.
• Systematical testing ensured the system run smoothly under heavy data load.
• The mature model of Shinetech ODC (offshore development centre) guaranteed cost efficiency for the client.
  

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