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| Call Center administration for a Utility company: The company is an utility major providing electricity to almost 2 million residents of three states in the US. Infinix partnered with the company to design and develop 3 related Customer Service systems using Object Oriented technology. The Customer Service Information system supports Call Center applications handling customer services such as setting up, modifying and terminating accounts, maintaining billing information and consumption history. It also provides customer service representatives online information about a customer account including account activity over the last 6 months. The client sought a new customer system running on WINDOWS NT to handle new features required by deregulation. The proposed system necessitated a three-layered architecture, a database layer, a business object layer and the front-end layer. Infinix was assigned the task of analyzing the existing OS/2 system, designing, developing and implementing the new system. Infinix analyzed and designed the database and business layers of the system, developed the Object model using RATIONAL ROSE, implemented and tested the various classes in the system and ported the system to WINDOWS using Microsoft VISUAL C++. The Telephony and Interactive Voice Response system is a telephony application used by the call center to receive and process customer calls regarding account activity or outages. A version of the system existed on OS/2 and it was ported to WINDOWS NT. Infinix undertook the design and development of various components of the WINDOWS NT version and ported parts of the existing system from OS/2 to WINDOWS NT. Call Center Desktop Applications for the credit system consisted of Forms, Turn Off, Financial Summary and Payment agreement systems. All applications had a common underlying architecture. Front ends communicated with the servers using DCOM. The application servers retrieved data from the mainframe system using TCP/IP and after processing, data was updated on Oracle tables using ODBC. Infinix was involved in the analysis, design and coding of the business objects, development of the TCP/IP interfaces into the existing mainframe system and in data mapping, design and coding. Environment: OS/2 WARP, IBM VISUAL AGE C++, VISUAL C++ (4.2) and MFC business layer on WINDOWS NT, RATIONAL ROSE Tool based on Rumbaugh methodology, TCP/IP, DCOM, VISUAL BASIC front end, ORACLE and DB2. Top |