Telecom solutions for companies
T&N has a comprehensive service and product portfolio in the ICT sector and offers effective solutions for the entire ICT infrastructure. At this interface of telecommunications and software development, T&N and soxes have developed several mobile apps and web clients that allow voice and data transmission via mobile radio to be combined and relevant customer information to be displayed to a call centre employee already during the call. Depending on the end customer’s needs and the business case, an adequate technology stack was chosen.
Technologies used
The connection of 100 call agents of an Avaya service centre system to a customer database, for example, was solved by soxes using WebSockets. When a customer calls the call centre from his mobile app, the caller information is finally displayed to the correct call agent. The Avaya system configured by T&N handles the call and the snap-ins developed by soxes with Java Enterprise handle the transmission of the data. T&N and soxes have chosen prototyping as a procedure. This way, the technical possibilities can first be demonstrated to the call centre customers using a prototype app.
Faster customer processing
The big advantage for the customer: When a call agent picks up the phone and has a customer on the line, he sees the customer information retrieved from the database by soxes on his desktop even before he has to ask the customer about it. This saves time and the calling customer can directly explain his request without having to answer cumbersome administrative questions first.
Valuable cooperation, innovative solutions
T&N and soxes complement each other with their expert knowledge in different areas and can offer their end customers innovative solutions when it comes to combining telephony and desktop clients.
