Systems Integration Services

     A single point of contact for CTI solutions

    Like the companies they represent, no two call centers are exactly alike. Voice networks, data networks, and operating systems vary as widely as business models.

     Successful CIM and CRM implementations require both telephony and data expertise, but few companies can deliver both. ECIMsolutions' consultants have extensive experience solving voice and data interoperability issues across an array of systems environments and industries.

     Armed with a proven methodology and a vast knowledge repository, our consultants deliver solutions with expertise in any or all of the following areas:

      Design and Systems Architecture
      Development and Integration
      Implementation and Project Management


     Generally the initial activity for any implementation, the Assessment phase serves as a foundation for the remainder of the implementation activities. This enables our consultants to provide subsequent design, development and implementation services.

     Assessment includes defining and documenting the following:

      Business models and rules
      Customer requirements
      Existing system infrastructure (data interfaces, desktop applications, web and e-mail access points, etc.)
      Existing network infrastructure
      Report requirements
      High-level proposed solution

Design and Systems Architecture

     The objective of this phase is to develop and document a design blueprint that will be used as a build-and-implementation specification.

     Though prior design documents may exist, they typically do not address both voice and data issues unique to CIM and CRM implementations. Our experience in a variety of voice and data environments allows us to pinpoint potential future problems quickly, thus reducing costly mistakes and implementation delays.

     Each high-performance solution is designed to be scalable and modular to meet the customer's current needs while providing a foundation for growth.

Typical activities in this phase include:

      Solutions for production environments (Technologies may include interfaces to existing software, desktop applications, and databases.)
      Platform requirements (Includes server sizing, availability and redundancy recommendations.)
      Attached data, screen pops
      Testing procedures
      Design and implementation schedules and project plans

Development and Integration

   Once the design has been completed and approved by the customer, the development and integration activities commence. The tasks in this phase vary according to the customer's requirements and can include any or all of the following:

      Application development, installation, and integration
      CIM & CRM installation, configuration, and integration to desktop, web and e-mail applications
      Database and data resource integration including middleware usage for existing databases or legacy systems
      Report development
      Test plan development
      Disaster recovery plan development
      Security & audit compliance

Implementation and Project Management

     Call center implementations typically involve multiple vendors, along with scores of internal and external resources. eCIMsolutions & Services assumes responsibility for coordinating resources and resolving multi-vendor solution issues.

     Our project management methodology prescribes a phased approach that insures functionality and is deployed rapidly. This allows call center agents and managers to enjoy the benefits quickly, and accelerates the return on investment.

     Typical activities in this phase include:

      Hardware and server installation
      Software application installation (host data access, desktop APIs,etc)
      Network connectivity established and tested
      Database provisioning
      Project and resource management (multi-vendor solutions)
      Testing and acceptance

      Software Development Services

     eCIMsolutions and Call Center Services' Development Team supports the field implementation teams in solving customer-specific integration issues that require non-routine development efforts. The development team is also resourced for custom development projects.

     Some of the strengths of our Development Team include:

      Broad experience with distributed systems, operating systems, and telecommunication systems
      Expertise across a wide range of ACD/PBX systems

      Production Support Services

     The eCIMsolutions and Call Center Services support organization offers single contact support for all hardware and software licensed, designed, or implemented by us. Production support system engineers are available 24x7, with a guaranteed response time.

     With this level of comprehensive support, all customer applications are guaranteed a quick response, regardless of their geographic location.

      Monitoring and Outage Recovery

     Most system outages can be averted with proper maintenance. System Administrators who regularly review system components including error logs, directory extents, processor utilization, and the like can identify and correct most problems before an outage occurs. Unfortunately, system administrators are often over-burdened with a wide array of systems and end-user demands.

     ECIMsolutions offers "Fitness Checks" for every customer who signs a maintenance agreement. These Checks ensure that Systems Engineers check systems regularly and thoroughly. Weekly logs are collected and stored to provide baseline historical data to reduce troubleshooting times.

     We also offer off-site storage of customers' critical system data such as source code, application files, and configuration files. In the event that an outage does occur, these tools ensure that eCIMsolutions Engineers can help customers recover functionality rapidly.

      Security and Upgrades

     System security is more critical today than ever.

     eCIMsolutions support organization can assist customers with system security audits and related concerns. Software in a mission critical environment represent risk and require testing and special planning.

     Upgrade implementation services are also available.