Automated Interfaces Between Disparate Call-tracking Systems
In the early 1990's, Digital Equipment Corporation operated a large customer service center, answering support calls and helping customers troubleshoot hardware and software problems. In addition it maintained separate systems to manage field engineers and calls for their services. Other global regions such as Europe and Asia operated separate field engineer systems which could not interface with each other.
Working with a team of software engineers representing each of the disparate systems, I developed software and interfaces that allowed the exchange of data between these systems in a standardized fashion. This reduced duplicate data entry, sped dispatch of service calls, and facilitated status reporting back to the originating system. I became Digital's worldwide expert on interfacing their call-tracking systems, in demand for consulting and implementation assistance as additional systems were brought into the data exchange.
Copyright @2006 by Randy Lindsey All rights reserved.