Shopping Live — Telecom-Express
Platform implementation and launch · Launched
The starting point
For a TV-commerce business, the on-screen hotline is part of the sales channel. Broadcasts can squeeze demand into short bursts, so routing and operator capacity directly affect sales.
I launched the Shopping Live contact-center program from zero on Genesys. The challenge was to route broadcast-driven demand across multiple lines.
Route calls based on live operating conditions.
What I did
- Configured and launched the platform I implemented the customer’s platform configuration and custom routing. The work tied the sales operation’s business rules to the contact-center application layer.
- Distributed calls according to load I designed conditional logic that selected target lines according to load and business rules. The approach combined available routing strategies such as load balance, agent occupancy, expected waiting time and round robin.
- Connected routing to backend logic Routing decisions drew on Oracle-backed logic, so calls were distributed according to the current situation rather than a static menu.
The outcome
A launched contact-center service for TV commerce, with custom routing that distributed incoming calls according to load.
My scope covered launch and routing engineering. Revenue, conversion and peak-load improvements were not measured for this case.