As part of Reksoft's continuous effort to strengthen our service proposition to the enterprise-class customers, especially in our key industrial domains such telecommunications and banking, Reksoft strives to further widen its technological competence and to formally introduce professional technology training and to acquire new technological partnerships.
The BMC Remedy ARS Service Process Management platform is a definite leader in its segment, and Reksoft possessing extensive experience with ARS development already, has introduced formalized training for its ARS development staff and is currently in the pursuit of the BMC Software technology partnership status. Reksoft currently has a team of 20 Remedy ARS developers, half of whom are Remedy ARS certified professionals.
Remedy Action Request System (ARS), a Common Description
The AR System is a professional development environment that you can use to create business workflow applications. Using the AR System, nonprogrammers can build powerful applications once and deploy them on Windows, the web, and wireless environments simultaneously. The AR System enables you to automatically keep track of anything that is important to the processes in your enterprise. Companies have used the AR System to track such diverse items as stock trades, benefits data, inventory assets and spare parts, and order fulfillment. One of the most common uses of the AR System is to automate the internal help desk. The following example illustrates a help desk solution in which the AR System is used to solve an employee's problem. The next section describes the components of the AR System and explains how each of the components is used in this example.
Reksoft Experience with ARS Development, Tasks Implemented
Reksoft is involved in the development of a Call Center system for Deutsche Telekom, a leading German Telecom Network Operator. The system is designed to supply the following functionality:
- Automated management of incoming requests from telephone subscribers’;
- Centralized tasks storage within a global database with manageable access rights;
- Tasks allocation and reminders to responsible persons;
- Automatic allotment of equipment and staff for the completion of particular tasks;
- Notifications to network subscribers upon their requests completion;
- Subscribers are empowered to monitor timely requests handling;
- Configuration of work schedules and control over completion of tasks;
- Configuration of allotment of the available staff and equipment;
- Configuration of data and functionality access rights, based on user business roles.
Reksoft ARS Technology Expertise
In the process of developing the system for Deutsche Telecom, and through the professional training received, Reksoft software developers have gained the invaluable experience in working with the following ARS capabilities:
- Development of client applications for Windows;
- Development of Web-based applications;
- Integration of ARS applications with external Web-services;
- Integration of ARS applications with external systems, using the JMS mechanism;
- Development of plug-ins, enhancing the functionality of the ARS server, in Java and ANSI C and with the use of ARS API;
- Development of a generator of server ARS objects (forms, workflows) in Java with the use of ARS API;
- Development of Web Reporting with ARS tools.
