Call center operations for a large personal injury law firm

Client sought to enhance its call center efficiency by streamlining the process of assigning high-priority calls to agents. The goal was to replace the manual task of importing Intakes into Cisco and creating campaigns with a dynamic solution integrated directly into Salesforce. The solution needed to fit within the technical constraints of the Bucher&Suter middleware, which connects Salesforce with Cisco call center systems.

• Custom Visualforce Page Development: Built a Visualforce page integrated with Salesforce to dynamically query the highest-priority calls from the Intake object and provide call agents with a direct option to initiate calls through Cisco.
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• Middleware Adaptation: Worked within the limitations of the Bucher&Suter middleware, which only supported Visualforce pages in its agent widgets, ensuring seamless compatibility with the existing system.
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• Performance Optimization: Resolved delays caused by the Intake object’s complex automations and validation rules by creating a new custom object. This object tracked call statuses ("Allocated," "Call Attempted") without triggering the expensive automations tied to the Intake object.
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• Dynamic Call Assignment: Implemented a system to mark Intakes as “Allocated” upon retrieval, ensuring that multiple agents could not access the same call simultaneously.

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• Significant time savings: Eliminated the need for manual imports into Cisco, enabling call agents to focus on outreach rather than administrative tasks.
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• Faster call retrieval: Streamlined the process, ensuring agents could access high-priority calls without delays.
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• Improved scalability: Created a solution robust enough to handle the fast-paced and dynamic nature of call center operations.
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• Cost-effectiveness: Delivered an efficient workaround using existing technologies without requiring a major overhaul of the client’s automation infrastructure.
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This project demonstrates how thoughtful engineering and creative problem-solving can overcome technical limitations, delivering measurable improvements in efficiency and operational performance for a busy call center.