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CONTACT CENTER: SERVICE-ORIENTED ARCHITECTURE

SenecaGlobal SmartSourcing in action
With our Follow-the-Sun IT model, our teams in the US and in India created an enterprise solution with many add-on features:

  • Scripting tools, real-time analytics, and integrated telephony server controls
  • Customized binary protocol – with 80% increased cycle time
  • Monitoring and Recording feature led to 70% drop in operational costs

Objectives

  • End-to-end development of new SOA based solution with new features
  • Troubleshoot customer configuration and installation issues
  • Complete maintenance of the existing telephony solution


Challenges

  • Re-design legacy telephony product behavior for scalable extensible solution
  • Design multi-core, multi-threaded applications to enhance the reactiveness of the product
  • Location transparence of the services by choosing proxies as the abstraction gates to the outside world


Technology

  • Support for Regular and REST
  • Regular services support these protocols for accessing their methods: SOAP, HTTP GET and HTTP POST
  • REST services support accessing its method using: HTTP GET, POST, PUT & DELETE
  • Supported request data formats: URL Encoded, POX (Plain Old XML), JSON
  • Supported response data formats: POX, JSON, HTML

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