Remote-Agent Architecture — Komus Contact
Business analysis, architecture and supplier selection · Solution selected
The starting point
Komus ran its contact-center operations on an installed Avaya system. Its legacy limits made remote agents and CTI integration difficult, while the business wanted to grow its outsourced services.
Replacing everything would throw away the investment already made. The task was to add the missing capability around the existing infrastructure.
Extend the installed platform instead of starting again.
What I did
- Designed an extension to the existing system I designed an Asterisk and CTI solution that a partner could integrate with the existing Avaya environment to support agents working from home.
- Evaluated suppliers and proposals I found partners, requested real commercial proposals and assessed both technical fit and the commercial case. My scope combined business analysis, architecture and supplier selection.
- Prepared the selection decision I delivered the architecture and the recommendation used to select the solution and partner. I also supported presales for the broader outsourced-contact-center business.
The outcome
A partner-based solution was selected and prepared for procurement, with the existing Avaya investment retained in the proposed architecture.
I left before the production rollout. My work covered architecture and partner selection; operational improvements and cost savings were not measured.