The global services arm of Tesco, HSC is providing comprehensive support for its internal customers throughout the world. Datacraft was tapped to design a solution that could extract key data from the established “Cisco (News - Alert) Unified Contact Center” infrastructure and present it in a dashboard format for easy review.

In addition to easily accessibility, the application also had to be integrated with the active directory to enhance usability and collaboration. Having already installed the company’s Cisco IP network, Datacraft possessed the necessary experience and know-how to develop this complex reporting framework.

 

“The Cisco Contact Centre Solution was deployed to cater to handle internal calls from our offices across the world,” said a spokesperson from Tesco HSC, in a statement. “The solution is integrated with the company's existing database applications, and adds a rich array of features such as intelligent call routing, automatic call distribution functionality, network-to-desktop computer telephony integration and consolidated reporting.”

The main challenge that Datacraft faced was in integrating the various SLAs across several internal clients across the globe and then generating separate reports that could compare performance with previously defined performance standards.

“The Cisco IP Contact Centre also gives us the ability to seamlessly integrate our support to customers, using any method they choose, extending that competitive advantage even further,” said the Tesco HSC spokesperson.

To allow Tesco to enjoy such capabilities, Datacraft India designed a pioneering solution that delivers a detailed level of reporting to key HSC executives on individual agent performance. This information covers a number of parameters, such as agent utilization, call handling, first-call resolution and technical expertise of agents. The information can then be used to determine performance levels against their SLA targets and identify areas for improvement.

“The Cisco IPCC will enable us to seamlessly integrate our support to customers, and at the same time, give them the flexibility to contact us via their preferred communications channel,” added Tesco HSC’s spokesperson. "In addition, the monitoring application enables us to analyse reports and modify our strategies accordingly to improve our customer satisfaction.”

Datacraft’s experience in integration of global IP infrastructures coupled with a strong track record in successful project delivery is reflected in its selection for the project. The company has done well to position itself strongly in the field. Its announcement of integration with Microsoft (News - Alert) Office Communications Server 2007 Release 2 only helps to further drive a strong industry value.

“This is an important win for Datacraft as it underlines our ability to create tailor-made applications that are able to operate within incumbent infrastructures,” said Sunil Manglore, CEO of Datacraft India. “Our strong track record in integrating global IP infrastructure, backed by our intimate understanding of our client’s unique business needs, was key in securing and implementing this project successfully.”