Company: The Big Word
Industry: Language Solutions
Technology: Custom CTI Application, Avaya Aura, Asterisk, Global VoIP & Desktop Services

Background

The Big Word rely heavily upon call processing and handling technologies in order to differentiate themselves from other interpretation and language solution providers. As such, Avaya Communication Manager forms an integral part of a bespoke voice platform composing several vendors, which over time has increased in complexity in order to meet new requirements.

Challenges

As the business has expanded into new territory with offices opening in London, New York and San Francisco, the marketplace, and range of language services has also increased, driving the need for a more efficient, integrated voice platform.The nature of the business, and inherent limitation of off-the-shelf voice platforms meant that a high level of customisation was required and compromises in Contact Centre operations were hampering the business.

Outcomes

Tectria through providing ongoing support to the business with The Big Word,developed a detailed understanding of their business that enabled a bespoke solution to be designed, developed and implemented without impacting day to day operations . Without giving too much detail away about the key system components, we can say that our systems integration and software development teams enabled Avaya Aura Contact Centre and Asterisk to interoperate via our bespoke CTI software, providing a custom CTI desktop interpreter / agent / client connectivity & billing service to all locations, globally.