Callisto Operator Console

Switzerland

COC is an Cisco based operator console which provide functionalities of all possible Cisco Call related feature and as well as many additional features such as Drag and Drop for transfer and consult transfer call, Outlook integration, Sync with Microsoft Exchange for presence. It provide any where click to call feature which works globally without any third party app installation.

IRAS UCCE Reporting

Singapore

IRAS stands for "Inland Revenue Authority of Singapore", It's a government department for collecting all kind of taxes. I was in Singapore at client side for 6 months before coming to Switzerland.  There I was responsible for Contact center reports development. They want many kind of custom reports like Agents based reports, Skill based, Skill Group based, Call based, team based CSQ based reports.

In this project customer wants the CRM popup when we agent will receive the incoming calls. So I provide the solution to integrate the Cisco agent desktop with customer's Microsoft CRM. So when incoming call came we fetch associated user detail and open the contact popup in front of agent for better handling of support and sales lead.

PETRONAS is one of the biggest company in Malaysia,  Client wanted some critical reports based on their PCCE-CVP infrastructure.  There I was responsible for Contact center reports development. They want many kind of custom reports like Agents based reports, Skill based, Skill Group based, Call based, team based CSQ based reports.

Those reports includes the real time and out of the box reports as well.