Miratech

Our client, a multinational financial services provider with call center operations serviced by over 1,500 agents decided to move too complex legacy systems to the Genesys Engage Cloud platform with Miratech’s help.

With Miratech’s Assessment Methodology based on Function Points, each developed application enabled customer requests for specific information or changes to customer data to be entered in the IVR. These applications thus reduced the volume of calls needing a live agent for fulfillment.

Read more: https://bit.ly/3eq0flS

Axactor CIO Article 

"We knew from the outset that our experience with Miratech and their relentless pursuit to provide superior service would enable us to achieve our aggressive growth strategy" - Endre Rangnes. CEO, Axactor (2015-2020).

Read the full article here: Axactor CIO Article

Miratech designed a custom training program, building 16 core modules that combine both technical and practical examples, along with 20 desk instructions, each tailored to the client’s needs. It allowed for faster training in a course that was designed specific to the company’s business needs greatly reducing training time and providing industry specific focus to their IVR implementation.

Our client was able to acquire practical knowledge for GIA development, focused on their business needs, and is now able to continue their IVR implementation on their own.

Read more: Eliminating a steep learning curve with a Bespoke Training Program

The client was looking to implement their new WFM solution but lacked the in-house capability and expertise to conduct thorough testing. Also, they seeked to ensure the proper configuration of the solution to meet their granular business needs.

The developed WFM solution covered:

• 4 business units, 7 sites, 20 contracts
• 300 agents, 700 shifts, 900 rotating patterns
• 15 critical defects found, including those in business requirements
• 3 test cycles conducted

As a result, agent schedules are constructed according to the requirements to meet the needs of the business.

Read more: Acceptance Testing: WFM solution.

The Director of Genesys spoke about how important great engineers are in optimizing their Genesys platform and creating speed to implementation. He confirms a seamless integration of new resources into their company by Miratech engineers and applauses the company’s consistent performance, which delivers on customer needs.

Learn more by watching the video review: Rick Hughes Defines What Relentless Performance Means to Him

As a Genesys partner since 2000, Miratech engineers and consultants have not only developed and supported Genesys solutions but took full responsibility for QAing everything delivered for over 10 years.

Developed products include:

• Software development kits
• Adapters for integration with various front-office and back-office applications
• Statistic server applications
• E-Services and multimedia applications
• Intelligent workload distribution system
• Agent desktop management applications
• Workforce management system

The high-cost efficiency and the quality-to-cost ratio of Miratech’s quality assurance competence center enabled Genesys to achieve direct net savings of around USD4.8 million over the nine years of the project duration.

Read more: QA Case Study