Contacts
+ 91 471 3048030
+ 1
201 984 5045
+ 44
20 3287 7071
+ 61
2 8005 8450
+ 91 471 3048030
+ 1
201 984 5045
+ 44
20 3287 7071
+ 61
2 8005 8450
Net Station Terminal
Netstation Terminal is a client- Server application created for utilization in call centers for some of our leading telecom operators in USA. The primary motive of the netstation terminal was to build a unified system for the operators who have information for all the customer calls. An in-built knowledge base, online identification of existing open/closed tickets, integration with client CRM, Directory Assistance Search with retrieving relevant data with minimum use of keys, IRC chat client, billing information, reports, call recordings, escalations, voice mail, caller tones, tariff, handset configuration, mobile prepaid connection activation etc are some of the key features.
The application was developed using Microsoft .NET initially and later a Java version was created for work station independent usage. The range of technologies involved in the system includes, Java Swing, CORBA, Perl, PHP, Spring, Hibernate etc.
The application was carefully designed and developed using the best of technologies in a phased manner inducing our telecom domain knowledge so that the end result was an application scalable based on the requirement. The end standalone application which is installed on operator work stations connect to a TCM Server.
Usability is given prime importance. Some of the R&D discoveries of IBM was utilized for understanding human usage of desktop keyboards and the minimum key strokes required to complete a task with keyboard alone. The operators in The Republic of Philippines where given training in this regard, so that data can be retrieved for a customer on call, using a minimum of keystrokes. The important aspect for our client was to reduce the time required for retrieving data, since live calls are expensive.
In the Directory Assistance search, we used data from external providers for accurately getting updated listings information. DA Search front end GUI was developed using ZK Technology initially and later ported over to EXT JS. JSON Data transmission was preferred over XML data to reduce the cost of data transfer.
Redundancy was kept in mind so that more than one TCM servers can be configured. In the case of a primary server failure, the application automatically connects to the secondary one without any down time. Logger logs the whole process including live recording of calls and video screen capture of the operator along with details which can be utilized for understanding customer behavior, Operator efficiency, knowledge generation, data ware house needs etc.
The application was developed using Microsoft .NET initially and later a Java version was created for work station independent usage. The range of technologies involved in the system includes, Java Swing, CORBA, Perl, PHP, Spring, Hibernate etc.
The application was carefully designed and developed using the best of technologies in a phased manner inducing our telecom domain knowledge so that the end result was an application scalable based on the requirement. The end standalone application which is installed on operator work stations connect to a TCM Server.
Usability is given prime importance. Some of the R&D discoveries of IBM was utilized for understanding human usage of desktop keyboards and the minimum key strokes required to complete a task with keyboard alone. The operators in The Republic of Philippines where given training in this regard, so that data can be retrieved for a customer on call, using a minimum of keystrokes. The important aspect for our client was to reduce the time required for retrieving data, since live calls are expensive.
In the Directory Assistance search, we used data from external providers for accurately getting updated listings information. DA Search front end GUI was developed using ZK Technology initially and later ported over to EXT JS. JSON Data transmission was preferred over XML data to reduce the cost of data transfer.
Redundancy was kept in mind so that more than one TCM servers can be configured. In the case of a primary server failure, the application automatically connects to the secondary one without any down time. Logger logs the whole process including live recording of calls and video screen capture of the operator along with details which can be utilized for understanding customer behavior, Operator efficiency, knowledge generation, data ware house needs etc.
Why us?
Having worked on different projects of different size and scope, CIT has gained unmatched business and technological expertise. We have built a large database of knowledge that we apply to deliver solutions that meet the customers' needs, expectations and budget. We have a pool of enthusiastic, experienced and talented professionals to solve most critical tasks at hand.
Work Philosophy
At CIT, we acknowledge and strongly believe that our client's success in business is our success too. We not only deliver a solution, but also make it a point to be with the client as a partner till the desired results are successfully achieved.
