MTNL is a multi-service provider in GSM, CDMA, fixed line and broadband
areas. Earlier, only limited customer services were available for grievance
redressal or any other problems. All customer services were managed by separate
islands, leading to problems of scalability and flexibility. There was a need to
unify the customer services interface, so that no efforts were duplicated, and a
customer availing different MTNL services was treated as one customer instead of
many.
This project provides services for all lines of business, and provided a
standard customer interface, shared resources, used multi-location
infrastructure, streamlined CRM processes and eliminated the necessity for the
customer to come to MTNL premises. To do all this, a centralized but
multi-location architecture has been put in place. A TDM-based EPABX switch has
been used with integrated ACD, with SpanCTI on Citi-connect middleware, and MS
SQL for CRM with Visual Studio for applications.
The IVR used was Intel Dialogic, with the SpanIVR software product built
using VC++. Most other applications were built around VB and ASP.
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A K Bhargava, GM-IT |