Case
Studies

Toll Free Reporting : : Call-Center Traffic Analysis

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Web-based Reporting and Analytics

Our client, one of the biggest telecommunications companies in the world, was at a significant competitive disadvantage. They were not able to provide their customers with web-based reporting on their toll-free phone traffic. This was a big selling point for their competition and a decision point for many potential customers.

What the client wanted:

Our client needed a database and website that would provide their customers with self-service access to information on their toll-free call traffic.

What SD3 did:

SD3 worked with our client to launch a secure, customer-facing website for toll-free call traffic reporting. SD3 provided the technical project management, application architecture, system design, software development, database administration and web server administration for the project that included:

  • A multi-threaded TCP/IP sockets message processing engine that handles millions of call records each day generated from network events at the switch level
  • A dimensional data model for analytical processing implemented in a highly scalable Oracle database running on Sun servers
  • Secure access to reports via a web browser. These customizable reports enable the business customer to view their call information across a number of dimensions and also to drill down to report details
  • Complete Data and Report export functionality

The outcome:

The website is the source for online decision support, analytics, and reporting on toll-free call traffic. Business customers log onto the website to access their customizable reports. Millions of call messages are received and processed into a highly tuned database. Reports show visibility to calls within minutes of completion. The website has already increased our client’s business, enabling the company to expand their market share and increase overall revenue.

Technologies:

Java (J2EE) architecture (JDBC, JSP, Servlets, multithreading), TCP/IP Sockets, dimensional data modeling, Tomcat Web Server, IBM WebSphere Application Server, Oracle database, and Sun Servers

  • Competitive Advantage
  • Top-Line Revenue Growth
  • Increased Market-Share




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