Introduction of an omnichannel contact center

The existing Avaya solution is replaced by new omnichannel standard software and a custom-developed agent front-end. This is done by an integration company. The implementation will take place in two phases – first the telephone functions followed by the mailing functions. A particular challenge is the design of the interfaces between the client's system landscape and the new solution. This is realized via VPN (e.g. Exchange, file imports) or via the middleware AnyPoint from MuleSoft (e.g. SAP backend). Calls take place via VOIP after Azure AD authentication. The PTA colleagues lead the IT-related changes and takes care of the coordination of the internal testers. Individual processes are documented in BPMN 2.0 according to the business requirements using the Camunda .modeler.