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Abstract

Azentec's assignment was to generate a training simulator for the CRM application that would allow for numerous training sessions to run over multiple locations, linking up to 400 consultants, and access to the application simultaneously. The simulator would be hands-on, providing the consultants with an illusion that they are working on the production CRM application.

The Challenge

Skyenet has an in-house CRM application used by its customer care consultants. The customer care division employs about 15,000 consultants worldwide. The challenge facing Aol was to train all of their existing as well as new consultants on the application. The CRM application was very complex, and with links to a number of other systems, it was very difficult to duplicate the application for a training environment.

How We Helped

The consultants train using the hands-on application, and are fully efficient from day one after the completion of training. This helped our client in reducing training expenditure, training time and effort.

Lessons Learned

Azentec took up the challenge to deliver the product within the desired timeframe. We devised a contemporary approach to solving this issue by putting together a team of experienced Azentec Java professionals to tackle the product one phase at a time.

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Skyenet

Skyenet is one of the largest internet service providers in the United States. With over 5 million members worldwide, Skyenet also provides an assortment of online services such as Instant Messaging, Moviewfone, and Mapquest. Azentec has worked with the Aol's member services organization.

 

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