Amarco case study: Call center for
Avis - South Africa
Some time ago we were contacted by Avis- South Africa. They were
interested by the results presented on our Web. The topic was to set-up
"front-ends" for various databases. This task belonged to a more general BPR
The short analysis we produced stressed the design phase, when the
requirements are to be clearly defined. To help fulfill this phase, we set
up a typical though hypothetical architecture, showing the relations
between the call center
This picture depicts the relations between the Call Center and the other
entities (companies, etc...). This analysis helps explore the whole area of
services that are to be accounted for when defining the architecture.
The next stages in the study were to to analyze the internal architecture
and to map processes on the architecture elements.
This way we were able to show dynamically the behavior of this system to
take into account a customer request.