Business Situation

OmniaExpress wanted to improve the level of customer service and improve internal process control. Their goal was to increase market share through the introduction of innovative modes of delivery. Specifically they wanted to facilitate the introduction of a voice portal through which carriers could access new services.

Solution

Avanade built an integrated architecture solution with OmniaExpress developing a voice portal through which carriers can access more of the services.

Using WTE (Web Telephony Engine), IIS 5.0 and Windows 2000 Advanced Server, the team has built a system which allows OmniaExpress to have real-time information on the final delivery of goods. When a carrier ends a delivery, he can close the delivery directly on the central OmniaExpress system using the telephone. On being called by the carrier, the system would answer via a series of menus similar to IVR (Interactive Voice Response); the carrier interacts with the system through the phone keyboard. The system would then interface with a database in the central system (DB 400) and update the status of delivery to ended.

The solution is immediately available to the user due to the wide availability and coverage cellular phones. The intranet and internet applications also permit similar operations using a TCP connection. Moreover, the internet application has been integrated with the customers web applications portal. 

Results

• Improved customer service
• A high technology, leading edge solution implemented at speed and with relative low effort.
• Relatively low support and maintenance costs