Khalil Ahmed Mangi

An IVR solution with self-service and financial transaction features, which I developed using Avaya Orchestration Designer for Faysal Bank, HBL, and BAFL.

The solution uses a SOAP/REST-based web service to communicate with middleware. For Faysal Bank, 20 web services were consumed; for HBL, 35; and for BAFL, 25. These included accounts, PIN-related actions, credit/debit cards, and fund transfers. The solution also has a reporting tool for displaying the customer journey, transaction information, call detail records, and other data.

Developed several campaigns—including single-prompt, customer feedback, database-driven, API-based, and other types—for Faysal Bank and HBL using Avaya POM. I also created a reporting interface for both banks that displayed campaign feedback details, customer information, and other data.

A solution that I developed for HBL, which includes two applications. One is a system that captures and parses raw data from Avaya CM. The other is a reporting interface that displays various data, including call details, trunk-wise reports, longest or shortest calls, and other information.

An ATM hotline solution that I developed with two parts. The first is a service that checks the heartbeat of Avaya phones installed at the ATM site. If the phone is dead, its status is updated in the database. This process runs continuously. The second part is an administrative and reporting interface where customers can manage Avaya phone information and generate reports.

An IVR solution that I developed for the Ufone telecommunications company using Nortel IVR Server MPS 500/1000.

The solution includes self-service features and communicates with the middleware using a SOAP/REST-based web service. The contact center solution is built for over 200 agents at three locations and includes IVR, voice recording, predictive dialing, telephonic services such as PABX, and workforce management.