CONTACT CENTER PLATFORM
Design and implementation of Business Intelligence (BI) for large amounts of data and subsequent growth in software development
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Project Description

Design and implementation of Business Intelligence (BI) for large amounts of data

 

THE CLIENT

Our Client created the first suite of Contact Center as a Service (CCaaS) solutions in the cloud, allowing companies of all sizes to maximize the value of interactions with their clients. The company was founded in 1997 in the United States. Having had an excellent revenue growth, in 2016 it was bought for $1 billion by a global software company that is a leader in Work Force Optimization (WFO), Business Intelligence (BI), Voice and Video Analysis, among others. Due to the quality of the developed product set, the client has been named a leader since 2015 in the Gartner Magic Quadrant and others.

 

THE CHALLENGE

At the beginning, to choose the best partner, the Client held a contest, in which software companies from many places, including Costa Rica, Mexico, Brazil and Chile, participated in the competition. However, AssureSoft won the competition with the best design and solution for their problems.

Although the company has expanded dramatically in recent years, initially, the client sought to form a team of experts in Database Engineering and Business Intelligence (BI), because it was necessary to implement a new advanced reporting platform using the latest developer tools and trends available at that time.

 

THE ASSURESOFT SOLUTION

AssureSoft has had a relationship with this Client since 2012. After understanding their objectives, Assuresoft formed a team of expert engineers in Database, Software Architecture and BI to design and implement the new platform required by the Client, which is currently used in more than 100 countries, by more than 250,000 agents, 24 hours a day. In addition, the AssureSoft Team was responsible for all legacy data migration, including confidential information about the company and its customers, to the new BI platform. The Assuresoft Team was also tasked with the design, development and quality control of several new products.

 

LATER SUCCESSES

Due to the excellent work done performed on the first task, the Client gained full confidence in our capabilities. AssureSoft currently manages more than 10 ongoing projects with more than 65 engineers working in the departments of Research and Development (R & D) in the following areas:

  • Database and BI
  • Development in .NET
  • Web Development (JavaScript, Angular, React, Node.js)
  • DevOps
  • Quality Control (QA)
  • Automation

In addition, the team in Bolivia supports other departments such as Information Systems, Customer Support and Human Resources.

 

THE BENEFITS

Here are the benefits recognized by the Client:

  • The Client has the advantage of working within USA Time Zones, with the Assuresoft Team available 24 hours a day, seven days a week.
  • Multidisciplinary engineering team with many years of experience and capacity to face any technical challenge.
  • The Client has a stable team with more than five years of experience in their products and platforms.
  • The Bolivian Quality Control team currently performs more than 80% of QA's work on the products and platform.
  • To date, it is estimated that the client has saved more than $30 million dollars in engineering costs by working with Assuresoft.
Project Details