Case Studies - Major US Government Agency

Pamet installs/configures OCS and creates Softphone.

Introduction

The client has an outbound call center spread across two sites. They used Melita Dialer application to do preview dialing and then the agents were presented with an information screen about a given case.

The needs evolved and the client decided to move to modern outbound solution which could enhance Agent’s workflow and at the same time preserve current Oracle Forms Desktop Application as much as possible.

Genesys Professional Services looked for a partner with strong software experience and decided to engage Pamet to analyze current environment and develop new solution.

Pamet's solution

After two days session at client’s site and meetings with Genesys PS, Pamet came with the solution: Genesys Outbound Contact Server (OCS) will replace Melita Dialer system Java Based Softphone will be developed and ‘plugged into’ current Agent Desktop Solution Genesys Agent Interaction Layer (AIL) will be installed and configured to enable Softphone to interface with Genesys OCS

To retain current Agent Desktop Solution, Pamet developed Softphone as an Oracle FBean component that was simply ‘plugged in’ to Oracle Forms Desktop Application which extended current solution with new business logic and enabled Oracle Forms to communicate with Genesys OCS. To efficiently discuss and agree on matters of system architecture and business logic with the client and Genesys PS, Pamet developed UML model in early stages of the project. That approach helped key players to reach mutual understanding and agreement regarding system logic and its architecture. Pamet did Installation and configuration of Genesys OCS as well as design and development of Java Based Softphone. Softphone was developed and delivered within 2.5 weeks and Pamet stayed deeply involved during project deploy and post deploy support. Post deploy test and configuration were done remotely from Pamets’ offices. Pamet also delivered detail documentation with Test Cases, Feature specification, Technical design details and Installation guide together with the application code.

Benefits to the Client

With help from Pamet, the client switched to modern outbound solution which allowed their Agents to do best of their work and at the same time saved investment in existing Oracle Forms Desktop Application by extending it with Pamet's Softphone solution.

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