HPE / Fortify
Overview
Like other legacy telecom companies, Charter Communications is in an MVNO (Mobile Virtual Network Operator) relationship with Verizon that allows them to offer mobile service to their customers. Instead of delaying the launch of their mobile offering until management of this service was fully integrated into existing company software, third party software was used. This initially was attempted using ZenDesk and then was quickly replaced with a system purchased from Comcast, another Verizon MVNO.
My mandate when joining charter was to strategize how to best make any requested feature enhancements to the existing purchased system, known as SM360, while also beginning the process of designing the new mobile support functionality into the existing unified agent support software, known as AgentOS. The final goal being to completely transition from SM360 to AgentOS once parity was achieved.
Year: 2015-2017
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