Miratech provides services for infrastructure development of MTS-Ukraine Contact Center
Customer
Founded in 1992, a telecommunications company Ukrainian Mobile Communications JSC (www.mts.com.ua) offers mobile services since July 1993; to date, the company is one of the leaders in mobile communications in Ukraine, its full network cover exceeds 95 percent of the Ukrainian terrene with more than 99 percent of population abound. MTS-Ukraine (as following a rebranding in 2007, the company became known as UMC) provides roaming services in most countries of the world, serving more than 20 million customers. Its major investments aimed at increasing productivity and expanding coverage, network optimization, development of innovative services and improving the quality of customer service.
The Challenge
The Customer’s Contact Center initially represented a centralized call-center, which, responding to the needs of growing subscriber base, was functionally and numerically developed. The number increase of MTS subscribers, expanding the range of services and number of marketing actions required an update of technical base of call-center, which was to be carried out without disrupting its normal operation and without compromising the quality of customer service.
Solution
Due to its ability to deliver solutions customers need in terms of flexibility, productivity, adaptability and well-balanced price-quality relation, Miratech won the tender as an integrator of GWM products in Ukraine, which is able to carry out an ongoing local technical support.
The implementation process took five months. The first phase was conducted to collect and analyze customer requirements, after which technical issues of system installation were resolved: an extensive, scattered over different sites architecture of six call-centers was centralized. The third phase was in a system configuration, after which the system was tested in accordance with testing methodology for complex integration projects developed by Miratech, what significantly reduced the deployment time of the solution. Through the use of test plans and detailed scenarios for the planned behavior of the system, acceptance and reliability testing were carried out promptly and efficiently.
As a result, a single, geographically distributed contact center, consisting of several units in the largest cities of Ukraine - Dnepropetrovsk, Kiev and Lvov, – was created. These units have to work as a unified system with the total number of workplaces over 1000 and the total number of operators around 2000. MTS Contact Center handles up to 1 million calls daily, while operators process from 15 percent to 20 percent of these with the rest automatically being served by the Interactive Voice Response system. The number of simultaneous requests exceeds the 5000 mark - this is the number of subscribers who may call and be connected at the same time. The Center has a flexible routing of all subdivisions, serving requests incoming via phone or by SMS and e-mail in three languages around the clock.
Value to customer
Due to the solution implemented by Miratech Customer gained control of evenly distributed load between the operators, substantially reduced costs for generation of reports and schedules, it became possible to forecast load of Contact Center. During the operation of Genesys WFM “absent agents” index decreased by 30 percent, the number of unproductive hours - by 5 percent. The overall productivity of Contact Center has increased by 12 percent, the ROI - at 9 months. Amount of time needed for dispatcher to re-edit schedules have been reduced by 50 percent (1 day per week for each dispatcher). The time for technical staff to produce forecast projections, wish lists and schedules significantly reduced.
* * *
Dakota hires Miratech to create Health Claim Expert for insurance industry
Customer
Dakota Imaging Inc., Maryland, USA (www.dakotaimaging.com), is a leading provider of turnkey solutions and ASP services for automated data capturinge, transaction processing, document imaging, and document management. Dakota provides ready-to-use solutions for various high-volume transaction processing applications to healthcare insurance and fulfillment and government markets.
The Challenge
As a leading industry provider Dakota Imaging is always aware of the quality, time-to-market, and the cost of its solutions. Market and competitors' pressure forced Dakota to find a software solution that would enable it to radically speed up claim processing logic development and reduce the cost of the effort at the same time. Existing development procedure was highly complicated and time-consuming.
Solution
As a main Dakota Imaging’s vendor of software services Miratech was selected to focus on above challenges. The target adduced to Miratech was to develop an industry-specific expert system. The system had to encapsulate industry-specific business logic and enable the client's specific customizations.
As a result, the Health Claim Expert (HCE) an expert system for HCFA 1500 and UB-92 medical insurance claim form was designed and developed by Miratech. Miratech has applied all its domain form processing expertise to create a set of business rules delivering the perfect trade-off between form processing speed and quality. Furthermore the expert system was designed in a way that enables an easy customization and tuning, quick implementation, and upgrading. Over the years Health Claim Expert remains a world leader in form processing.
These technologies and tools were selected: XML/DOM, Perl, IBM AIX, Windows NT.
Value to customer
The Health Claim Expert not only enabled Dakota to reduce its time-to-market frame by 3-5 times but also allowed them to save over 5000 man hours while implementing health claim processing logic for their clients.
* * *
Miratech deploys custom e-shop solution to enable Crossoffice cardinally improve its sales volume
Customer
Crossoffice GmbH, Basel, Switzerland (www.crossoffice.ch). Founded in 1994, Crossoffice (formerly Priwag) operates in the Swiss market as a reseller of high-tech component items and office solutions.
The Challenge
Crossoffice was looking for an e-commerce solution to start offering its products and services on the Internet. Having many different vendors, Crossoffice needed to build unique software that would enable product details to be collected from different sources with distinct approaches for data storage and formatting. A successful solution had to support a huge product database and provide various advanced methods for easy database handling. None of the existing standard e-Commerce packages evaluated by Crossoffice fit these key requirements.
Solution
Based on a long-term successful relationship Crossoffice selected Miratech to develop an e-commerce solution customized for its specific needs. The resulting product named WebShop successfully delivered an answer to all key problems of the Crossoffice.
Feature highlights include:
Web-store interface high-end professional design
Flexible product details import from different sources via industry standard XML format
Remote product data management
Remote administration for all key online store parameters
Support of multiple web front-end languages and product details
As a part of complete solution Website and WebShop GUI design was successfully performed by Miratech' team along with WebShop presentation and website development in accordance with customer's preferences. The product was successfully deployed in 1999 and continues to perform successfully for the benefit of the customer.
These technologies and tools were selected to build the product: Java, J2EE, XML, MS BizTalk Server, MS SQL Server, Jakarta.
Value to customer
The solution enabled Crossoffice to greatly increase its revenue and reduced company costs by 1.5 times.
