Product Development

Call management and analytics at scale

Key Achievements

Wallboard mobile appProcess optimisationReal-time analytics overview

"We've been working with the Hotovo team for over 4 years on a wide-range of projects from Mobile Apps, containerization deployment, Full-Stack Java & React, and high-volume data processing services. These programmes have enabled the Akixi organisation to successfully grow our commercial activities. Akixi is therefore delighted in recommending Hotovo as a trusted outsourcing services supplier!"

Martin Waters, Technical Director at Akixi

Client

Akixi is a cloud-based call and contact analytics services company, offering insight into how business contact processes are working and how companies can optimise them for a game-changing, ultra-responsive customer experience. Akixi provides management and real-time statistics reporting of telephone voice calls, chats and emails. It is a web application for displaying various types of reports and call control. It integrates with telephone platforms including Cisco BroadWorks, Cisco Webex Calling, Unify, Panasonic NCP. For more information visit: https://www.akixi.com/

Case study

The need

Akixi was looking for a development partner for its intention to develop a tailor-made product and approached Hotovo, as well as other companies, to choose the best option according to the selected criteria.

Our solution

The first version of the Akixi Wallboard mobile application, implemented by Hotovo, was previewed at the BroadSoft Connections conference in November 2018 — just two months after development began — with deployment to the market following shortly after. The application was developed as a native solution for both major platforms, iOS and Android. Following the project’s success and the strong relationship built between both teams, Akixi decided to continue its collaboration with Hotovo and expand the outsourced part of the team.

Key results

Hotovo was involved in the development of Akixi’s server-side and web front-end solution with a permanent team that included one of Hotovo’s software development leads.

By introducing new features based on customer needs, the team successfully contributed to major improvements in the omnichannel customer experience, enabling users to track, analyze, and report on new channels such as emails (SMTP/POP3) and chat interactions (LiveChat, including third-party integrations).

Hotovo also had the opportunity to make a significant impact on the platform’s look and feel, as well as on the migration from legacy technologies to a modern front-end stack.

In addition to the web and mobile applications, Hotovo implemented a native desktop application (Windows) for agents, allowing them to manage waiting calls or queued chats and emails. The platform also offers native Android and iOS mobile applications with functionalities tailored to mobile users.

The mobile Wallboard app was developed to extend the capabilities of Akixi’s main product. It complements the existing application, particularly the Wallboard report feature, which can be displayed on large, wall-mounted monitors in call centers. The app provides team supervisors with access to call metrics via mobile devices, wherever and whenever needed. Hotovo started working on the app in September 2018, and it is available on both the Apple App Store and Google Play.

The Wallboard displays real-time call and contact statistics on mobile devices, offering an overview of a business’s performance. It provides a highly visual interface with options to notify users via sound or vibration alerts when SLA alarms are triggered. The display can be fully customized through the desktop application to suit specific needs, and users can swipe between different reports on mobile devices. The Akixi app also includes options for enhanced features.

Among other responsibilities, Hotovo ensured software quality by providing a dedicated QA team. The team developed a long-term testing strategy for the entire product and oversaw the development roadmap and key releases to maintain the highest level of quality assurance.