Affiliated Computer Services (ACS) was founded in 1988 and provides information technology services as well as business process outsourcing solutions to businesses, government agencies, and non-profit organizations. ACS was acquired by Xerox in 2009. Based out of Noida in India, ACS was providing HR services along with other outsourcing service to Xerox globally. As of 2015 ACS has been acquired by Atos.
Case Study
We were hired for a short term project with Xerox by Oracle India and were tasked with the following activities :
- Audit and redesign a set of 45 Task based UI’s developed for the project.
- Architect the CTI Solution (Avaya-Siebel)
- Redesign the organization hierarchy to cater to customers.
- Architect the PRM solution.
- Validate the technical and functional design.
- Design a set of 8 integration points with Legacy systems
- Define migration and upgrade policies.
Sony Mobile Communications is one of the world’s largest consumer electronics companies. The Siebel deployment at Sony Mobile was specifically meant for managing the support requirements for a customer base of 25 million . With over 3000 agents globally logging on to the CRM application, this is one of the world’s largest deployments of Siebel.
Case Study
Hired specifically to manage the frequent releases we had the following deliverables :
- Responsible for the entire Infrastructure for the Siebel setup which included 7 redundant DB servers (MS SQL 2008, 30 windows servers supporting a Siebel deployment with over 1000 concurrent agents and over 25 million subscriber records.
- Was responsible to draw out the Disaster Recovery specifications for the CRM setup.
- Upgrade Siebel from version 8.1.1.5 to 8.1.1.11
- Act as an escalation point for the Application Management team based out of Sony China.
- Responsible for suggesting performance improvement methods within the existing environment.
- Support the test team and assist them in identifying and fixing any problems during the user acceptance and the systems integration testing.
