Offshore Development Center for CTI
CTI is a full-service contact center located in the Pacific Northwest, serving customers nationwide. With a goal to provide best in similar services, it offers unbeatable solutions for customers who wish to outsource their call-handling needs by combining state-of-the-art technology with exceptional comprehensive services.
What the client wanted
With the clients business growth, lots of new functional requirements demanded development of corresponding applications to meet different businesses needs along with enhancement to an existing system which was a telephone exchange platform used to manage the whole job work flow, notify the coming phone call, import bills etc to integrate and streamline its core business processes.
Considering the scope of the development and workload, we set up an Offshore Development Center (ODC) which would act as a virtual extension of the clients own development environment to provide development, ongoing support & enhancement, testing services.
The establishment of the ODC was a two-phase process: In the first step the basic infrastructures were set up, and training was provided to the professionals to make them acquainted with the system and task. In the second phase, using the technologies such as C#, VB.NET, ASP.NET, XML and SQL Server, Shinetech adopted quick turn around of enhancement according to the clients requirements.
Shinetechs methodologies tailored to cater for the clients specific needs were adopted and specialized processes and standards were carried out for the execution, review and acceptance of each phase of the project.
The tailored methodologies Shinetech adopted included:
Building a team
Shinetech provided the resumes of the programmers required by the client. Then a dedicated team of required personnel was identified on basis of the clients approval. In this team, the project managers primary responsibility was to effectively communicate with client on all matters relating to the ODC and assign task priorities, supervise the work and guarantee the quality to ensure the success of the ODC.
Timely reporting was provided to keep the client updated with the whole development process.
Due to the projects diversity, Shinetech provided two dedicated development teams for the client: one was a .NET development team and the other was a Java development team.
Adopting Shinetechs application development methodology, the Java development team designed and developed new systems such as an online shopping website (for case study: An E-commerce Website) and a voicemail system (for case study: Voicemail System) by which Shinetech won the clients satisfaction.
CTI employed 9 specialists of Shinetech on the projects and the relationship was successfully kept during the 12 months cooperation.
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