Large Healthcare Provider
By leveraging Microsoft Dynamics CRM and CCA (Agent Desktop), PowerObjects automated multiple processes, including: Guided Call Responses, Member Search, Call Type Segmentation, Application Unification, Workflow, and definition of key KPIs and Dashboards—in addition to a SOA architecture with a single-sign on.
During the project, PowerObjects overcame unforeseen hurdles such as discovering that identical versions of Cisco’s Agent Desktop applications rendered windows differently, which required coding for several variations to support all known configurations. Secondly, the customer did not have an adequate testing environment, which meant we had to test in production after hours. For OnContact, the rest-based API was newly released to production and we had several technical issues with the original configuration. The customer also had other issues with OnContact unrelated to CTI.
Now, agents have access to automated information, thereby streamlining member interactions by providing the right information, applications, and knowledge to the right agents at the right time.
This customer is using multiple technologies such as Microsoft Dynamics CRM, a CCA Agent Desktop, Advanced Workflows, Knowledge Base, and a CTI integration.