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Omnichannel call-center

Omnichannel call-center solution
Industry
IT
Geography
France
Type
Web
Technologies
Angular
Project overview:

The client provides 100% cloud-based telecom solution with blazing fast deployment and native CRM integrations.

The platform allows inbound, outbound calls
and seamless usage of digital omnichannel technologies.

Emphasoft engagement:

The client came to us requesting we seamlessly integrate our development expertise into their existing teams:

  • updating interfaces and breaking the project down into microfrontends;
  • maintain, update and support cloud infrastructure.

For this project, we are using Angular 15 with Typescript for the frontend and Java, Kotlin for the backend.


We also made some integrations:

  • with SalesForce, ZenDesk, for the CRM;
  • with PubNub for messages and notifications;
  • with MS Dynamics, MS Teams for client communications.

We are using Docker, PostgreSQL and RabbitMQ for infrastructure and cloud solutions maintaining.

Number of contractors from our side:
3 to 5 developers are working on this project right now.

Key results:

  • CI/CD of frontend functionality and cloud platform’s modules.

We began in October 2019—Since now we employ an adopted Scrum methodology, we have no set project close.
We have improvement releases every several weeks.

 

Interface: implemented omnichannel functionality with integration of calls, emails, and video conferences utilizing Videogular, SipJS, and StompJS (WebSockets).

CRM Integration: added and improved CRM integration processes with Salesforce, ZenDesk, EasiWare, SAP, Oracle RightNow, ServiceNow, HubSpot, MS Dynamics, and MS Teams.

Web Audio Standards: implemented new web audio standards for enhanced user experience on a platform.

Technical Assistance: provided technical cloud platform support for entering new markets.


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