About Qualica

Websites are eBrochurewares for customers to access corporate information without human intervention. Enterprises want them to be eMarketplaces. All through the ages, conversations have been the base of markets. Qualica infuses conversation into websites transforming them into interactive dialog oriented marketplaces.

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Background

Qualica is new generation e-CRM solution that enables real time interactive Customer Service and Sales Support through websites. It helps the enterprises to get unbeatable head start in customer relation management by using the power of instant on-line communications based on Computer Telephonic Interface (CTI), and an intelligent knowledge based “Search Engine”. Qualica transforms the websites from being a passive eBrochureware to an interactive eMarketplace that offers customers the same experience of a brick and mortar outlet - that of interaction with a live entity, immediate solving of problems, querying, etc.

Concept

Business Objects:

Qualica provides Java based business objects, which can run under most Operating Systems. The business objects provide forms, which run on Browsers, WAP enabled Cell-Phones, Personal Digital Assistants and any other Info-appliances.

Messaging Platform:

Qualica USES Java Messaging Service, an open messaging platform over which clients can exchange Text, HTML and XML messages. Qualica provides a fault-tolerant scalable Computer Telephony Interface (CTI) Networking System built over the Java Messaging Service.

Knowledge Management:

Qualica provides a platform and structure to capture the knowledge inherent in the business process of a company, and makes it available through an intelligent knowledge based “Search Engine”. Qualica thus facilitates a comprehensive information liquidity by placing the right information to the right person at the right time.

Open Platform:

Qualica runs on any Java Servlet compatible webserver.

Architecture

Internal Factors

Some of the internal Factors on which the Product will depend are -

• The Technological maturity of the Organization in course of time with the evolving CTI based architectures and java based solutions.
• The Domain expertise of the development team. I.e., Access to Domain experts in the Area of procurement, ware Housing and Manufacturing.
• Internal stability of the development Team and Project management practices.

External factors

The market response to the product is dependent on various factors. Some of them are listed below.

• Acceptance of the CTI Architecture based enterprise solutions.
• Competitor moves can make a major difference to the acceptance of the product on release. The first mover advantage is substantially high in case of software products in this category and building a brand identity, as a late entrant can be a daunting task.
• Price sensitiveness of the consumer is another major factor that will decide the acceptability of the product.
• Security issues, particularly the perception of the customers about the security of their data in the new P-P based systems.
• The market share of non-windows Operating systems can have a significant impact on the acceptance of the product with its unique offering of being platform independent.

Project Goals and Objectives

The project has a simple goal of providing the customer with a platform independent CRM solution, which can be used from anywhere by the client which any added client installations. The goal was to develop a browser based solutions, which would help the enterprise exploit the potential benefits offered by the Internet. The project also intends to build a scalable solution, which can take of increased traffic and growing needs of the customer.

The objective of the product was to give the customers a perfect solution, which would -

• Increases Sales, Reduces Costs
• Provides Richer Customer Experience
• Gives Better Insights into Customer Behavior
• Enhances Manageability
• Facilitates Intelligent Workflow
• Scalable, Flexible and Adaptable to change

Technology Involved

Customer Relationship Management (CRM) is a rapidly evolving discipline, which seeks to align the internal processes of the company with the customer’s, needs by using Information technology advancements. Computer Telephony Interface (CTI) Technology, which is emerging the platform for Content Sharing, is spawning a new generation of eCRM. Computer Telephony Interface (CTI) technology enables new levels of information liquidity by connecting people who need the information to people who have the information.

Computer Telephony Interface (CTI) technology can subvert the hierarchies within an enterprise by hyperlinking a customer and enterprise personnel who have the information/knowledge. It initiates a dialogue between the customer and people within the enterprise making it become customer connected and customer focused.