Business case: integration
A large market research agency, operating in Rome (Italy), Paris (France), Dusseldorf (Germany) and La Marsa (Tunisia) wanted to integrate Askia and CTArchitect functionality on top of an Avaya Definity infrastructure in Rome. From a technological point of view, this integration was set up by MI4C using:
- TSAPI-link (connected to an Avaya computer telephony server) used to monitor and head the agent extensions.
- Internal E1’s (Q.SIG protocol) for advanced functionality such as IVR, answer machine detection, fax detection, recording etc.
From a schematic point of view, this was the result:
Since the start and over subsequent years of production, different benefits have emerged:
- Agent-based predictive dialling algorithms for all 250 agents helped establish extensive productivity gains of up to 30 %.
- Campaign time-to-market was significantly reduced thanks to the ease of use of the management and scripting tools.
The client was so satisfied with the results that CTArchitect was implemented later in other offices in Paris, and even a remote site in Tunis.
Read our other business cases: Remote site or Askia & homeworkers