Category Archives: Business Services

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

Cost-Arbitrage -vs- Business services & outcomes (Outsourcing)

Is offshore outsourcing moving to nearshore and do enterprise customers want more business services.

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