Contact-Center Diagnosis — IT One / Gazprombank
Technical diagnosis, working with the client team · Cause identified
The starting point
The enterprise contact center combined several telephony, workforce-management, speech-analytics and assistant systems. Because they didn’t work well together, an incident rarely belonged to one isolated product.
A severe but infrequent echo was especially hard to reproduce. In a short engagement of approximately three to four weeks, I brought my earlier contact-center engineering experience to the investigation.
Investigate the connected system, not just the obvious component.
What I did
- Investigated the connected systems I used my experience with SIP/VoIP, call routing, contact-center platforms, integrations and log analysis to investigate the multi-vendor environment.
- Helped the team identify the cause Because the echo came and went, it was hard to diagnose. I worked with the team across the connected systems and helped identify the cause within the short engagement.
The outcome
Helped the team identify the cause of the intermittent audio problem in a complex contact-center environment.
I contributed to the diagnosis with the team. A completed fix and measured post-fix results are not documented. Broader plans for digital services and AI assistants were outside the completed work.