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BARUN GUPTA

Employee picture: 
BARUN GUPTA
Employee Name: 
BARUN GUPTA
Employee Designation: 
Technical Specialist with HCL Technologies
Impact: 
  • Barun and team HCL created a generalized framework for WebRTC andshared it with other clients who use call centers   
  • This framework also got showcased at the Mobile World Conference inBarcelona in 2013
Solution: 
  •  Barun’s idea enabled users to make calls with a click of a button right there on theweb. It reduced the expense of placing the complaint and eliminated the discomfort ofcopying the number on the phone  
  • The idea allowedmaintaining of automated records of allthe conversations, so as a userif you speak to the call center more than once, you don’t have to run them throughthe information that you’ve already shared 
  • Apart from voice call services, it allowed users to choose multiple communicationchannels - a chat window to make a request and a video call with the call center agent 
Problem: 
  •  Barun’s client functioned in the traditional way. That is, the user had to copy thenumber from the web on to the handphone to make a call to the toll-free number
Situation: 
  • Customer is a Canada based telecom company in the business of unifiedcommunications, specializing in call center operations
  • Barun Gupta is a technical specialist with HCL helping the telecom companyto make their system user friendly
Caption: 
THE IDEA ADDED A BENIFIT WORTH $210,000
Line of Busniess: 
Engineering AND R&D Services
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We will treat any information you submit with us as confidential. Please read our privacy statement for additional information.