Development of Customer Recognition Plugin for Contact Center Application

Abstract

This thesis describes the development of a customer recognition plugin for adoption into a set application environment with several third party application suites not syncing together out of the box. The aim of the thesis is to give an example of how quick wins might make a big difference, but also to function as an input for future development in the areas of CRM and contact center applications.

Within the set framework a working plugin webpage was developed, features and depend-encies analyzed and the process re-designed. At the end there is also a discussion regard-ing future proofing the processes and examples of what could be the next steps regarding application and platform integrations.