Upgrading Business with Technological Innovation
A renowned Saudi based organization affiliated with Tahakom Investment, was aiming at technical transformation by linking the government databases and the commercial sector through utilizing several components of cloud computing. This client operated in all regions of the Kingdom of Saudi Arabia, offering diversified solutions for data and security in the fields of – Traffic Safety, Artificial Intelligence, Digitization, and Data Science.
Challenges are the primary step of any transformation. And this case was no different. One of the most significant challenges was to upgrade the earlier call manager system in synchronization with a new one. The upgradation needed logistical assistance in terms of integrated new Voice Gateways for the Headquarter and for the Disaster Recovery server. There was also a request to upgrade the Call Centre solution, which required replacing the previous equipment on the call desk with modern equipment.
We had to consider the underlying requirements of the business where the solution is required to attend 750 calls per day at maximum, with a run-on call time for each call was set up at 15 minutes.
Considering the technical hindrances and the business output, MBUZZ had to find a solution that shall perfectly be in alignment with the client requirements and does not disturb the existing set-up. Hence, it was required for MBUZZ to sketch a Low-level Design and proceed with the operations of transposing the system.
The logistical requirement was another challenge to support the new system transposing where the newer logistical equipment will have to be in line with the existing support system, to bring uniformity in the business process.