Telecom solutions for companies
Challenge
T&N has a comprehensive portfolio of ICT services and products and offers effective solutions for the entire ICT infrastructure. At this interface between telecommunications and software development, T&N and soxes have developed several mobile apps and web clients that enable voice and data transmission via mobile communications and display relevant customer information to call center employees during the call. A suitable technology stack was selected based on end customer needs and the business case.
Solution and result
The big advantage for the customer: When a call agent picks up the phone and has a customer on the line, they can see the customer information retrieved from the database by soxes on their desktop before they even have to ask the customer for it. This saves time and allows the caller to explain their concern directly without having to answer cumbersome administrative questions first.
Valuable collaboration, 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 connecting telephony and desktop clients.
Technologies used
soxes has implemented the connection of 100 call agents from an Avaya service center system to a customer database using WebSockets. When a customer calls the call center via their mobile app, the caller information is displayed to the appropriate call agent. The Avaya system, set up by T&N, controls the call itself, while the Java snap-ins developed by soxes handle the data transfer. Together, T&N and soxes chose prototyping as their approach to demonstrate the technical possibilities to customers using an app.
