Telecom Legacy Contact Center: The Story Of Transformation

Contents

• Client & Request

• Developed Solution

• Results & Tech Stack

The global call contact center software market is predicted to reach up to $424bn by 2023. Companies constantly implement new features such as voice response or automatic call distributors to ensure on-time customer satisfaction. Meanwhile, legacy systems slow down business development, especially when it comes to the telecom domain. We suggest you discover what goals the transition can help achieve, considering the contact center software migration case study.

Client

Affiliate of a global mobile operator serving 8+ M active subscribers and managing 300+ points of sale.

Request

The company requested CRM and contact center software creation. Before the transformation, a legacy billing system contained all subscriber data.

The last one had a desktop interface for contact center, support, and point of sale staff. It did not match current scenarios of agents' and dealers' actions. To provide elementary services, they had to switch between multiple systems and simultaneously. Moreover, the interface was slow and limited the ability to customize services, providing only basic options for ordering and cancellation.

Consequently, that situation led to a large number of mistakes and reduced employee performance.

JEVERA specialists had to:

• migrate subscriber data from the billing system to a new CRM;

• create an intelligent web interface for the contact center and points of sale;

• improve the security of subscriber data;

• develop optimal service processes;

• provide multichannel.

Solution

Legacy software migration was challenging because the client decided to migrate data on prepaid subscribers to a new billing system. Each of these billing systems had its interface. Without proper changes in subscriber data processing, agents and dealers would have to use a specific interface depending on which billing system the subscriber belongs to. It would lead to unimaginable confusion. That's why the management, together with our tech specialists, decided to migrate customer information to a separate CRM system and create an intuitive contact center interface for employee convenience.

For migration, the engineers used middleware that helped employees abstract from the billing system migration and perform functions without being tied to that circumstance. Middleware has also consolidated all features related to customer support and service activation. Due to such an approach, they could be performed through all communication channels using a single logic.

Specialists created a clear UI, increasing the accessibility of legacy systems for employees. It made service delivery more responsive. Security measures also accompanied accessibility. One of the primary system's features was controlling entry points and partial disclosure of data, depending on the group of specialists and their powers. It enabled the client to reduce the risk of hacking, considering that 1.5k employees could work with the system simultaneously.

According to Anna Tyschenko, CEO at JEVERA, the service processes building was the most time-consuming part of the project.

"We had to work closely with the client-side to think through and describe processes correctly. Then it was crucial to teach the staff how to use them in the right way. We also needed to monitor the scenarios' efficiency and make improvements in some cases."

Consequently, the system completely switched to web interfaces instead of local apps, consolidated subscriber data, and increased their security level.

Results

• increasing of service availability was from 80% up to 99.93%

• acceleration of service provision by 2-10x

• decreasing the number of mistakes and requests on the help desk by 2x within 5x audience growth

Technologies

Java 11, Jhipster 6.4.1, Spring Boot, Spring Cloud, Redis, Oracle (existing DB), PostgreSQL (new DB). Liquibase, Hibernate, MapStruct, Jackson, junit5, Mockito, Gradle, Angular, DevExpress.