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Case study

Building a Telecommunication Leaders Digital Presence Into a One-Stop Shop

Technology

Challenge

A memorable user experience is the goal of any technology solution. We worked with a well-known developer of telecommunications tools on a series of third-party integrations and component updates to provide a more interoperable user experience and aid their customer retention and acquisition efforts.

Outcome

In conjunction with the client, we helped update its digital presentation and enabled its users to conduct audio, video and text communication without having to leave its platform. 

For the past 40 years, our client has developed, manufactured and sold telecommunications technology to enterprise and individual customers worldwide. And in an increasingly competitive landscape, this company wanted to ensure it was providing a comprehensive digital experience that didn’t leave customers wanting for more. Having a long-time partnership with this client, we assisted them with several third-party product integrations and product updates to create a ‘stickier,’ more well-rounded resource for its global user base. 

Crafting interoperable and intuitive touchpoints

Our experts coordinated with the client’s on-site engineers and specialists to help execute three distinct project initiatives: 

 

Web-based third-party services integration: Pinpointing gaps in its feature offerings, the client sought web integrations to address the following three needs.

  • Scheduling and relationship management: We helped the client install a well-known relationship management software, specifically leveraging its meeting scheduling, direct messaging and audio communication features. Our team assisted with the initial integration, code analysis, security review and support ensuing incident/case management.
  • Content editing/collaboration: A cloud-based content management software was integrated to empower the client’s users to engage in real-time content collaboration and editing. We focused on completing an existing proof-of-concept version of the integration and aided in new feature development, maintenance and implementation of business/operational metrics.
  • Incident management: To consolidate ticket and incident oversight, we integrated a pair of project-management software platforms into the client’s product. Work included new feature development and management, business metric implementation and improvements to both continuous integration and deployment.

Native client third-party integrating: To add more depth to the platform experience, the client prioritised adding apps that enable: 

  • Enterprise content management: With the assortment of content management systems already under the client’s umbrella of offerings, we instituted enhancements and new features to improve the platform’s functions across the many operating systems it serves. The work included rebranding the user experience and interface, security upgrades and resolving several internal and customer-flagged product issues.     

      

  • Social media syncing and emoji use: We assisted in adding an app that allows the client’s user to connect the platform to a well-known messaging app and use emojis within that integration. We worked with native and web-based engineering team to remove potential obstacles and de-bugged certain areas to make the integration more stable and ready for rollout.
  • Interoperable collaboration: We supported adding a collaborative board app into the client’s platform to allow collaboration without context switching. Work included authentication oversight, native integration into multiple operating systems, adding business/operation metrics and making the functions more accessible.

Native client third-party integrating: To add more depth to the platform experience, the client prioritised adding apps that enable: 

  • Enterprise content management: With the assortment of content management systems already under the client’s umbrella of offerings, we instituted enhancements and new features to improve the platform’s functions across the many operating systems it serves. The work included rebranding the user experience and interface, security upgrades and resolving several internal and customer-flagged product issues. 

  • Social media syncing and emoji use: We assisted in adding an app that allows the client’s user to connect the platform to a well-known messaging app and use emojis within that integration. We worked with native and web-based engineering team to remove potential obstacles and de-bugged certain areas to make the integration more stable and ready for rollout.
  • Interoperable collaboration: We supported adding a collaborative board app into the client’s platform to allow collaboration without context switching. Work included authentication oversight, native integration into multiple operating systems, adding business/operation metrics and making the functions more accessible.

Developing user-interface components: These JavaScript-focused improvements helped revamp aspects of the user interface, such as: 

  • Meeting widget customisation: The client’s meeting space allows for direct text, audio and video communication. We collaborated to help the client to improve user meeting experiences, including adding the ability to switch devices during meetings and having the ability to mute/unmute conversations with more ease. Additionally, we added dark/light settings to the interface, the ability to show or hide more functions, altered the video layout and added easier keyboard navigation/screen-reader capabilities to improve accessibility. 

  • Button/card improvement: We assisted with rebuilding platform buttons and cards and reimplementing them into platform components. Our work included supporting new versions of Adaptive cards and testing accessibility. 

Simpler experiences, stronger partnerships 

The integration process was just one element of the larger partnership with the client and has led to other engagements and opportunities to show the value of our services. The work also left a lasting impression with the client on the value we provided.
 

“Our engagement with the Endava development team across so many projects has been excellent,” a senior engineering director said. “Regardless of the model of integration with the incumbent teams, the Endava engineers have engaged and driven quality deliveries.” 

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