Patton and SmartConnect Bring Ultra-Scalable Solution to Eureka Outsourcing

Based in Mumbai, India, Eureka Outsourcing (www.eurekaosl.com) is a provider of business process outsourcing (BPO) services focusing on end-to-end technical helpdesk support, customer care and telesales for a global clientele. Among Eureka’s customers are leading organisations in the BFSI, Manufacturing, Retail and other enterprises, who’ve been utilising services of Eureka for years together.

Eureka was exploring a platform transformation from their traditional IT assets to a virtualized contact-center opreations, for whch SmartConnect was asked to put a solution strategy. SmartConnect planned a staged revamp of their operations from a TDM-2-IP environment, with seamless client process migration, leaving no pain on the transition process.  The key agenda for Eureka was to make the transition cost-effective with a platform which shall allow them to plan future strategies for growth.

SmartConnect chose Genesys (www.genesyslab.com) as the platform of choice for this virtualized CC operations, given the current multi-channel requirements, integration to heterogenous client environment across PBX/IT applications etc.  SmartConnect joined hands with Patton (www.patton.com) to integrate their VoIP media gateway for Telcom operations.

Patton_SmartConnect_Genesys-EurekaOSL

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About Srikanth SESH

Visionary, Though Leader, Entrepreneur, Mentor

Posted on July 28, 2012, in Business Services, Contact Centres, Customer Interaction Management, Multichannel Interactions, Outsourcing, Private Cloud Computing, Universal Queue. Bookmark the permalink. Leave a comment.

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