CASE STUDY

Upgrading Business with Technological Innovation 

Image by Lily Banse

Overview

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

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.

1

System Synchronization  

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.  

2

System Alignment

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.

 

What MBUZZ did

MBUZZ sketched Site Preparation Guide to understand the space allocation for equipment and installation. This proposed an objective that helped in creating a Summary understanding; Measurable outputs; knowing if it was Attainable; its Relevance and the Time that it would take for completion. MBUZZ then realized the limitations and the scope for introducing newer mechanisms into the project. A Project manager was appointed to supervise the Technical and operational project management execution. In the later part of the upgrade, MBUZZ consulted the business with Cisco Finesse as the agent desktop. This ushered in a collaborative experience for various communities to interact with the business client service organization. It also offered the client care executives quick and easy access to multiple assets and information sources at once. Since Cisco Finesse did not require any client-side installations, it eased the course of action for the business. MBUZZ proposed options for server sizing, defining the Synergi Wallboard for reporting to be hosted on servers provided by the client and others to be included in the proposed Cisco server.

 

Results

By understanding the risks involved in the project, MBUZZ scheduled organized and moderated project meetings to assist the client with the progress of the project. Regular written reports helped in keeping tab on the implementation phase of the project. This brought in transparency in the conversations, allowing the client to keep track of the project details. With the completion of the project, MBUZZ provided the client with relevant certificates for project completion which included Project Handover Document (PHD) and Network Ready for Use document (NRFU). These certificates were signed as a success for both MBUZZ and the client.