Distributed call centre orchestration system
- CUSTOMER -
Nexcall is a startup that envisioned a product with the same name, aiming to create an “uber for call centres” allowing traditional call centres to mobilise their work-force and operate in a distributed fashion.
- Concept -
From a conceptual standpoint, the goal was to manufacture a platform that would allow operators to perform call tasks from the comfort of their own homes. This mobile first B2B solution would allow people to sign up for an operator account and then start processing call tasks according to a predefined script. On the back-office side, Nexcall consultants can monitor each call and its data in real time, as to ensure the overall quality of the platform.
Industry
Telecommunications
Client
NEXCALL
Platforms
Web & Mobile & API
- Challenge -
Technically speaking, the challenge was to collaborate in providing custom software development services for developing a multi-actor software system composed of a SPA and a mobile-hybrid application as clients that would consume a suite of rest and Websocket based micro-services hosted on a cloud infrastructure.
- SOLUTION -
As a result, the Nexcall platform has reached its MVP in a period of 6 months and is currently seeing improvements based on collected usage feedback.
Process Steps
01
Prototype
02
Architect
03
Develop
- TECHNICAL -
Multi-actor software system composed of a set of android and ios apps (used by operators) and a web SPA (used in backoffice) that consume a set of micro-services hosted on a cloud infrastructure.
Angular
Flutter
Java - Spring
Azure
- TEAM -
The V1 of the platform was build with a team of 5 developers in a period of 6 months.
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