The client is a US based Service Provider focused on products and solutions for Public Media organizations, helping them unlock the value of their greatest asset – a lifetime relationship with their constituents, enabling them to make the trade-off decisions with greater flexibility and precision.
The client wanted to develop a replacement for the Call Center forms, which are currently run on the Mango system. The objectives of the new system were as listed below:
Serve as an interface to guide a user through a standard process
Allow various types of calls that are handled by the Call Center reps
Needed to be maintained and updated as the functions performed by the Call Center evolved