Use Cases
Practical outcomes. Real improvements.
ITSM
Structure. Transparency. Reliability.Vendor Ticket Integration
Integrated vendor-side support tools with the internal ticketing platform to improve transparency and reduce resolution time...
KPI Reporting Automation
Automated monthly KPI reporting for telephony support across 60+ countries...
Major Incident Management Improvements
Introduced a clearer framework for managing major incidents including communication flows, ownership alignment...
Telephony
Efficiency. Scale. Stability.Microsoft Teams Enterprise Voice with BYOC
Designed and implemented a Microsoft Teams Enterprise Voice setup using Bring Your Own Carrier (BYOC). Enabled external calling via Teams with local numbers — replacing mobile phones, reducing costs, and simplifying device management. Supported sustainability goals by minimizing hardware needs.
Local Telephony Solutions
Provided scalable, locally compliant telephony environments across 5000+ locations in 120 countries. Combined on-prem and cloud-based systems with softphones and IP phones — ensuring regulatory alignment and operational flexibility for standalone offices and hybrid centers.
Monitoring & Automated Ticketing
Implemented monitoring for local telephony systems to detect issues early and reduce downtime. Integrated automated ticket creation to ensure timely IT response and eliminate reliance on manual reporting.
Contact Center
Resilience. Clarity. Scale.Genesys Cloud Dialler & Dynamics CRM Integration
Designed a solution integrating Genesys Cloud with Microsoft Dynamics CRM to support efficient outbound calling. A Power Apps middleware maps CRM contacts to the right calling lists using time zones, priorities, and language skills. Skill-based routing is simulated via an Azure Function App, preventing over-dialling and improving customer match quality.
Localized Number Presentation in BYOC Setup
Implemented a BYOC setup that uses translation numbers to present local caller IDs per region. Number rotation and departmental pools help improve answer rates, preserve trust, and align caller identity with the department context.
SIP Trunk Monitoring & Real-Time Alerts
Designed a monitoring solution to track SIP trunk health across global regions. Built with Azure services and SQL logic, it identifies service degradation and triggers alerts, reducing downtime and improving response time. A dashboard visualizes status across vendors and regions.
Post-Call Automation via WhatsApp & SMS
Introduced an automated follow-up using Genesys Cloud triggers and the Agentless Message API. After a missed outbound attempt, customers receive a WhatsApp or SMS with callback options — improving engagement without tying up agents.
AI & Automation
Insight. Automation. Impact.Azure Call Monitoring Dashboard
Designed and deployed a monitoring solution using scheduled Python scripts and Azure SQL to track call quality and trunk health across regions. This clarified root causes during outages and reduced diagnostic time for IT teams.
CSV Ingestion & Routing Enrichment
Created a Power Automate flow to ingest user-submitted CSVs and trigger backend Python processing — eliminating manual updates to routing logic and improving data consistency across systems.
Outage Communication Workflow
Implemented a rules-based workflow to trigger targeted communications during regional outages. Messages are adapted per brand, language, and location — reducing confusion, improving transparency, and lowering support ticket volume.
Call Reason Analysis & Wrap-Up Logic
Audited existing wrap-up code usage and redesigned logic to align outcomes with strategic labels like “Sales Qualified Lead” or “Language Barrier.” Enabled deeper insight into engagement patterns and improved reporting accuracy.
IoT
Infrastructure. Visibility. Control.Access Control & Lock Stability
Audited recurring failures in Salto E-lock integrations across global sites. Defined a governance framework and escalated vendor issues to align roadmap priorities with operational needs.
Smart Printing Fleet Overhaul
Consolidated multiple printer vendors into a brand-agnostic platform. Improved uptime, streamlined support flows, and reduced revenue loss through secure print release and usage standardization.
Smart Environment Monitoring & Automation
Integrated smart devices (plugs, lights, sensors) into a centralized dashboard using Home Assistant and MQTT. Enabled automated energy-saving triggers, remote diagnostics, and device health alerts to enhance sustainability and operational control.
IoT Access Logging & Auditing
Built a centralized audit trail for access control systems using secure API integrations. Logged user actions, device events, and anomalies across global locations to support compliance and improve incident response.
Scalable IoT Deployment Framework
Standardized deployment playbooks for printers, access control, and smart sensors across 4000+ sites. Included pre-configured SSIDs, security profiles, and fallback procedures to ensure consistency, uptime, and ease of support.