Innowise Group has developed a custom AI-based call center software for a large telecom company, connecting operators and clients within a unified system.
Our client is an internet provider, delivering a wide range of internet services to customers located within the European Union.
Detailed information about the client cannot be disclosed under the provisions of the NDA.
Our client, a European internet service provider (ISP), was facing the need to streamline its customer support operations and enhance the overall customer experience. To achieve this, they decided to outsource the development of custom call center scheduling software. The desired solution should enable the ISP’s operators to access client information and service details while being integrated with the current CRM and task tracking system. Additionally, the system was supposed to empower operators to create automated tasks for resolving customer issues as quickly as possible.
The old system version was plagued by poorly written code that made it difficult to maintain and update the system. The visual design was outdated, impeding operators’ ability to navigate and use the system easily. Furthermore, its monolithic and complex architecture made it difficult to scale and adapt to meet changing demands. The inflexible system also posed challenges in integrating with the current infrastructure. Therefore, the client reached out to Innowise Group to create a custom call center software solution based on the following requirements:
Following a thorough review of the client’s requirements, Innowise Group chose Agile as the project management approach, which allowed our team to quickly adapt to changing requirements and facilitate collaboration among many team members. The project tracking was handled through Jira. The client was kept updated on the project’s progress via Google Chat and Telegram.
The project was divided into four phases: planning, development, testing, and deployment. We worked closely with the client during the planning phase to define the project scope and strict requirements. In the development phase, our team focused on building the system’s core components, including the back-end and front-end parts. The team tested the call center software rigorously to ensure its reliability. Finally, in the deployment phase, the team set up the system on the client’s servers and provided support during the initial launch.
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