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Case Study: Telecoms Solution

Company Profile

Having spent more than 10 years providing translation services for a range of industries, the business was founded in 2017 to serve the unmet needs of the assistance industry.  

The Mission

The business wanted to revolutionise the way they utilised telecoms to connect their clients and patients to the most relevant translator.  This needed to be done as quickly as possible, while supporting management overview of cases and the dynamic nature of the cases. 

What Our Associate Did

Delivered a technical analysis of the product’s requirements 

The business wanted to improve their linguistic offering, which utilised traditional technology for phone calls.  These calls required excessive organisation and management and inherently had a lack of visibility, call control and cost-management.  The business was committed to building a best-in-class solution that will improve the 1-1 and 1-many personal interactions with their clients and their linguists. 

The Associate was tasked with producing a full requirements specification for the project including use-cases for the system.   

Demonstrated and delivered a plan for building the product  

The Associate looked at the suite of products available to meet the demands of the business, identified the best for implementation.  Using a prototype the Associate demonstrated a video-based solution showing what could be achieved with modern cloud-based video solutions. Costings were presented based on the expected call volumes and options for an audio-only solution were also considered.  The client completely subscribed to the video-centric solution as they recognised this could revolutionise their customer experience and put them streets ahead of the competition. 

The Associate then went on to build a full technical architecture document and development guide so that the existing software provider and CTO (of which both had little telecoms experience previously) could implement the solution with ease.

The Results

The Associate had 3 deliverables on this project: full requirements document, a prototype, and technical architecture document. All three were delivered on time and within budget.  The external development company are now in the process of building this product. 

In order to deliver a comprehensive overview of our Associates' experience and to detail the service that they can deliver, some of our case studies will contain work carried out by Associates prior to joining Bailey & Associates. Please note that we are not able to publish every case study, so if you would like to ask about our experience in a specific sector or industry, please contact us directly.