The customer is a FinTech start-up providing consumer credit services for individuals. A complicated process of getting a consumer credit in traditional banks is one of the main features of the financial market where our customer operates. Because of this, the microfinance market is currently experiencing a sustainable growth. The customer’s company promptly took one of the leading positions in this area offering a wide range of high-tech services.
MERA was entrusted with developing from scratch an enterprise-grade contact center solution for the customer’s debt collection department. Due to the rapid growth of their business, the client needed a solution delivering excellent scalability and increased performance. The MERA team took the responsibility for the development of both frontend and backend, based on open source solutions. One of the features requested by the customer was the solution’s ability to initiate a large number of outbound phone calls performed automatically by a special algorithm. To make things more complicated, the team had to comply with an extremely tight schedule.
The MERA team achieved on short notice all the objectives set by the customer. In as little as three months, the first official release of the enterprise-grade contact center solution was ready for launch. MERA developed the product using a state-of-the-art technology stack and applying agile practices.
The core part of the solution developed using an open source platform is a special predictive algorithm designed by the MERA team. To provide the optimal workload for all currently logged-in agents, the algorithm defines the number of outbound calls to be initiated at the moment. Then, the system performs calls and, once a subscriber answers the call, it is immediately forwarded to an available agent. An additional advantage of the product is an early media analysis module that defines the reason for an unsuccessful dialing attempt. For example, if the line is busy or the subscriber is currently offline.
Another crucial task implemented by MERA was to ensure the product’s stability, scalability, and high performance. To achieve this, MERA experts adopted an integrated approach. Thus, they managed to improve the product’s scalability by significantly revising the architecture of the open-source solutions. Today MERA is working on further product enhancement in close collaboration with the customer.
The solution developed by MERA allowed the customer to deploy the contact center in short order. The system was launched with 50 agents, and in less than 6 months, it was successfully scaled to 3000 agents working simultaneously. A modern, easy-to-use interface ensures that new agents join the workflow quickly. The solution has proved itself as a fault-tolerant and high-performance product with the functionality meeting the customer’s needs.
- Feature-rich contact center solution developed using an open source platform
- Support for basic and advanced call processing features
- Built-in role-based access
- Integration with third-party software and systems (CRM, Underwriting, etc.)
- Advanced statistics and reporting