Date Added: Feb 2010
The case study describes the challenges faced by Harris Computer Systems while developing an automated Interactive Voice Response (IVR) system for its diverse set of customers. Harris Computer Systems is a subsidiary of Constellation Software and provides software for financial management as well as Customer Information Systems (CIS). Harris required a high quality, configurable inbound as well as outbound IVR that could interface with its back end systems in real time. Also, these systems had to be deployed quickly and development costs had to be within a predefined budget. The paper discusses how Tele-Works went about the joint development process with Harris and came up with a single configurable solution that could be on-site or hosted (with the help of Voxeo). The paper also talks about Tele-Works' competence in the domain and mentions the specifics of the technology used to develop the solution for Harris. Having an outbound IVR for a utility provider like Harris enabled them to lower their costs, improve collections and automate their processes better. Because the solution was highly configurable, it was possible to have new utilities develop an IVR module within hours, thereby reducing costs and time to market. The same solution worked on-site as well as in Voxeo's hosted environment thereby allowing it to leverage the inherent advantages of the Voxeo platform. The paper deduces that the setting up of such a system has become a huge competitive advantage for Harris Computer Systems.