What evidence can you share that demonstrates the impact of the engagement?
It’s hard to quantify at this point, but the app is certainly bringing different things to the table; it does certain things much better than the old app. For example, the old app was single-concurrent-call, so if an agent was on a call, they couldn’t answer another one. They could pick it up on the phone, but the CTI app wouldn’t recognize the second call as an event. We’ve built a feature where agents have the option to put the current call on hold and answer the second one. When they do that, it’ll pop in another frame with a different script. The agent can now pop back and forth between calls and scripts.
They’ve also been instrumental in the code promotion process. We’re PCI-compliant, and they’ve been flexible in documenting the change management and promotion processes so I can have evidence for PCI audits.
How did Business Automatics JSC perform from a project management standpoint?
I manage this particular project, and we’ve used Jira from the beginning, We meet almost every morning at 9 am EST for standups, and any exceptions are because I have to reschedule. Business Automatics is always there, ready to communicate. If they have a question or find an issue, they don’t wait for our next meeting to reach out.
When we push to production, we have to do it during off hours. Being a call center, some of our programs go till 1 am EST, so we have to push code between then and 6 am. Business Automatics is there with us, getting everything done overnight.
What did you find most impressive about them?
Interestingly, Business Automatics wasn’t familiar with contact centers when we started, so they had to both learn our business—what problem we were trying to solve—and do the development. There was a learning curve, but they came to understand what we were trying to accomplish. They’ve been true partners in the development process.
The biggest thing for me is that they’re collaborative. I’ve worked with other offshore teams in the past, and whatever I wrote on the specification was exactly what I got back, right or wrong. Working with BA is similar to having our own development team down the hall. There’s a lot of give and take, and they suggest different approaches.
Are there any areas they could improve?
No, I don’t think there are. We worked out their kinks in the beginning, and now that they know our business they’ve gotten better and better. I can’t imagine asking for anything more. To be honest, Business Automatics is ahead of us now; they’re delivering faster than we can match on the API and QA side. Right now, we’re more of a bottleneck than they are.
Having said that, there are technologies they may want to get into. We’ve had ideas ourselves about introducing AI and voice analytics, but those aren’t in this team’s wheelhouse yet.