Client Avaya is a global leader in communications systems, applications, and services for enterprises.
Product The Magpie Team's Call Center ACD/Call Management experience evolved over many years of development on the current Avaya Call Management System (CMS) product. Call Management reporting is a critical component in managing costs for a Call Center. Call center customers and managers look at reports daily and in real time to adjust their staff and configuration to maximize their resource utilization.
Project The CMS product is Avaya's call center management tool for both real time and historical reporting as well as management of call center related resources.
Magpie team members developed features on CMS for more than eight years. This included such tasks as creating automated upgrade tools to upgrade customer systems on site. Other responsibilities included creating interfaces for exchanging data with other call centers and business systems using CORBA and other interface technologies.
The Magpie team was also deeply involved with call center customers, making numerous on-site visits and providing customer support. This enabled them to define better, more relevant requirements for future releases of the product.
Outcome The Magpie team's partnership with the CMS development team helped Avaya maintain its leadership position in the call center market.
