Hassan Maatoug

Support the project team by a Contact Center Technology change to a Genesys Cloud CX contact center. The platform supports the integration of a large number of third-party systems via Standard protocols and programming interfaces. The main task was to support the team in creating a requirements-catalog, selecting the right product and implementing the routings, building the historical reports and real-time dashboards and with the API integration of the company systems with the new contact center platform.

• ICT Contact Center Consulting by several projects within the business departments of Holidaycheck. • Third-party integration of customer applications withn the avaya contact center system. • Design and Development of CTI Applications via the avaya CTI enablement services SDK. • Design and Development of own RealTime dashboards for Supervisors and Agents over the Avaya RealTime API. • Development of contact and agent/team-performance reports. • Administration of the Avaya Contact Center

Support the project team by a Contact Center Technology change from an Interactive Interlligence to an Avaya contact center including a telefony plattform based on SIP Technology, a flexible routing of customer interactions and a new RealTime and historical reporting. The plattform includes inbound/outbound voice calls and an IVR system. The main task was to support the business team develop a concept for a global skillbased routing, write a functional desigh and to develop the hist. Reports.

• Routing programming. • Development of a new RealTime Monitoring over the ININ RealTime API • Migration/Developement of « Interactive Intelligence » Reports in a Crystal Reports environement. • Contact Center historical and realtime Reporting • 2nd / 3rd level support for telecommunicaion systems • Consulting/ development roles in several contact center projects.

Design and Development of an intranet web application in a call center environment managing workshifts on night- and weekend-worktimes. The solution allows the capacity managers to predefine workshifts and allows agents to book the predefined shifts. The solution ist a .net web application based on the MVC 5 Framework and the Entity Framework 6 for an SQL Server Database access.

A Contact Center Technology change from an Aspect CC to a Genesys multichannel contact center including SIP telefony, a flexible routing of customer interactions and an integrated multichannel reporting. The multichannel platform includes in/outbound voice calls, IVR, email and video. Main task was to support the business team develop a concept for a global skillbased routing and support the technical team integrate the existing applications in the new genesys environment over the genesys Interaction SDK.

Design and Developement of Web Services-based solution for the Online Banking Customers which allow initiating a video conference Call with a bank advisor. The bank advisors are a part of the contact center of the bank and can handle different types of customer interactions through different communcation channels such as voice, email or video. The video conferencing system was integrated in a global contact center routing process acting in a multichannel environment.

- Multichannelrouting programming for inbound hotlines and outbound campaigns. - CTI (computer telecommunication integration) application development - Developement of IVR Dialogs (interactive voice response) - Contact Center historical and realtime Reporting - 2nd / 3rd level support for telecommunicaion systems - Consulting/ development roles in several contact center projects.

Development of a solution which allows contact center supervisors and HR employees automatically create new - or modify/delete existing contact center agents handling customer contacts delivered through a skill-based multichannel-routing. The solution automatically assigns the user by means of the selected skills to the right supervisor group. In the creation and modification process the three actors orderer, workforce manager and ACD admin are involved. The solution also provides change history reports.

Development of a J2EE-based software solution to manage the agent breaks within the contact center units. For performance reasons, only certain numbers of agents may go to break. The System regulates in a traffic light manner the agent workbreaks. For the contact center agents personal and team information is displayed. For the team manager an overview of all agents and all break information is displayed. Due to the „Break“ solution the agent productivity has enormously increased.

Cablecom used to handle customer contacts with a Customer Relationship Management (CRM) application called “Applix” which also provided CTI functions based on an interface to an Aspect Call Center. Through a technology change from “applix” to “clarify” an Integration of a CTI interface in the new CRM (clarify) including softphone functions and screen-popup of customer-data by incoming calls was required. The main task was to develop a functional and a technical solution design for the CTI integration.

Scientific assistant in the “Quality Engineering” group and practice manager for: - Softwaredevelopment 3: Software-Architecture-Patterns, programming of distributed systems in Java, specification and semantic of distributed systems, persistence frameworks. - Softwaredevelopment 4: Perform a software-development-project under use of practical methods of the softwareengineering.

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