Integration with Client Systems

Integration with client systems can be as simple as database import / export interfaces exchanged either via FTP or automated e-mail, to as complex as full Enterprise Application Integration (EAI) between the contact centre transaction layer and client Line of Business systems.

EAI is the preferred option in terms of providing support which is transparent, recordable, measurable and updated onto the client’s record in real time. Generalised capability is difficult to assert given the possible variability in client systems. However, we do employ a very skilled systems integration team with a broad base of general IT, database and programming skills with a mix of SQL, Oracle, VB, Delphi, J2EE and .Net capabilities.

In terms of IP based networking or other web based applications, this team has exposure to differing web server infrastructure and applications (Apache, IIS etc). Our AS400 skill base is undeveloped and should this requirement arise, we would be prepared to hire technicians / programmers in this field.

Application Rollout
However this manpower resource does not guarantee the successful implementation of full EAI which can only be achieved with significant input from IT resources on the client side. In general, we favour rolling out the clients existing system to our agents as a first option. If this is not feasible and we have to integrate our own internal solution (or build a new module) to integrate with the clients core system, then the project planning, development, and testing involved can typically take two to three months.

In one previous experience we were able to implement full EAI via a web based CRM application which was developed at the client side in the UK, originally for its own distributed users. The nature of that organisations’ own structure had compelled this web based development which was as easy to roll out in the offshore environment as it was to deliver to their existing offices in Stoke-on-Trent and Bristol.

Alternative Integration Tools
Our team also has experience in Citrix and Microsoft’s remote server applications which may be another way of affecting slick integration. We have also set up and managing VPN’s, which are useful for collaboration on shared schedules, calendars etc.

In terms of ftp / developing import & export interfaces / programmable handing of email etc, this will not challenge our implementation / programming teams.