Case Studies - A large US financial institution

Pamet Develops Skill Based Routing (SBR) Solution.

Challenge

The client is one of the largest financial services firms in the US engaged, through its subsidiaries, in providing securities brokerage and related financial services. The company provides a full-service experience to customers through a number of domestic offices, four regional contact centers and automated telephony and online channels.

Like many other companies in financial business, our client had to respond to the changing economic conditions that were magnified because of its primary business being dependent on the volume of equity trading. In order to make an effective and profitable transition, our client needed to evolve its IT infrastructure. As a part of its overall strategy to move from proprietary Aspect switch technology and migrate to VoIP and soft-switch architecture, the client decided to implement Skill Based Routing solution.

Pamet's Solution

Genesys' answer to this challenge was software and services package where SBR solution development and Aspect switch integration was one of the most complex and most critical parts. Genesys Professional Services (Genesys PS) searched for a partner with strong hands-on experience in Genesys routing and decided to engage Pamet for the work of Design and Development of the SBR Solution.

As a part of the standard development process, Pamet set up development lab environment and initiated proof of concept (prototype) application development according to the previously created Design model. In the early July, Pamet developed prototype code and performed Aspect integration in the Genesys Daily City lab environment. Prototype acceptance test was successfully performed and the client was pleased with the solution architecture and flexibility. As a result of the prototype success, Genesys PS decided to engage Pamet for the work on the entire SBR Solution Development and Aspect Integration.

Adequately balancing on-site and off-shore resources, Pamet succeed to complete and deliver the entire SBR Solution within three months.
The solution leveraged Genesys 7 interaction prioritization functionalities. Particular attention was put on the layered design model that allows modifications of routing logic without code update and recompilation.
Reusability coding approach with strategies organized into a series of configurable subroutines each accomplishing a particular task in the routing process, allowed easier code maintenance and modifications. Post deployment support, unique Aspect platform integration and solution configuration were done remotely from Pamet offices.

Benefits to the Client

With help from Pamet, the client successfully implemented advanced Skill Based Routing offering greater selectivity and enhanced productivity while layered routing philosophy ('Configure, Don't Code') gave business greater control over the routing. Changes in routing now take minutes, not days or weeks.

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