Privacy Policy for ITUniversum LLC

https://ituniversum.com/

At https://ituniversum.com/, accessible from https://ituniversum.com/, one of our main priorities is the privacy of our visitors. This Privacy Policy document contains types of information that is collected and recorded by https://ituniversum.com/ and how we use it.

If you have additional questions or require more information about our Privacy Policy, do not hesitate to contact us.

This Privacy Policy applies only to our online activities and is valid for visitors to our website with regards to the information that they shared and/or collect in https://ituniversum.com/. This policy is not applicable to any information collected offline or via channels other than this website.

Consent
By using our website, you hereby consent to our Privacy Policy and agree to its terms.

Information we collect
The personal information that you are asked to provide, and the reasons why you are asked to provide it, will be made clear to you at the point we ask you to provide your personal information.
If you contact us directly, we may receive additional information about you such as your name, email address, phone number, the contents of the message and/or attachments you may send us, and any other information you may choose to provide.
When you register for an Account, we may ask for your contact information, including items such as name, company name, address, email address, and telephone number.

How we use your information
We use the information we collect in various ways, including to:

Provide, operate, and maintain our website
Improve, personalize, and expand our website
Understand and analyze how you use our website
Develop new products, services, features, and functionality
Communicate with you, either directly or through one of our partners, including for customer service, to provide you with updates and other information relating to the website, and for marketing and promotional purposes
Send you emails
Find and prevent fraud

Log Files
https://ituniversum.com/ follows a standard procedure of using log files. These files log visitors when they visit websites. All hosting companies do this and a part of hosting services' analytics. The information collected by log files include internet protocol (IP) addresses, browser type, Internet Service Provider (ISP), date and time stamp, referring/exit pages, and possibly the number of clicks. These are not linked to any information that is personally identifiable. The purpose of the information is for analyzing trends, administering the site, tracking users' movement on the website, and gathering demographic information.

Cookies and Web Beacons
Like any other website, https://ituniversum.com/ uses 'cookies'. These cookies are used to store information including visitors' preferences, and the pages on the website that the visitor accessed or visited. The information is used to optimize the users' experience by customizing our web page content based on visitors' browser type and/or other information.


Advertising Partners Privacy Policies
You may consult this list to find the Privacy Policy for each of the advertising partners of https://ituniversum.com/.

Third-party ad servers or ad networks uses technologies like cookies, JavaScript, or Web Beacons that are used in their respective advertisements and links that appear on https://ituniversum.com/, which are sent directly to users' browser. They automatically receive your IP address when this occurs. These technologies are used to measure the effectiveness of their advertising campaigns and/or to personalize the advertising content that you see on websites that you visit.

Note that https://ituniversum.com/ has no access to or control over these cookies that are used by third-party advertisers.

Third Party Privacy Policies
https://ituniversum.com/'s Privacy Policy does not apply to other advertisers or websites. Thus, we are advising you to consult the respective Privacy Policies of these third-party ad servers for more detailed information. It may include their practices and instructions about how to opt-out of certain options.

You can choose to disable cookies through your individual browser options. To know more detailed information about cookie management with specific web browsers, it can be found at the browsers' respective websites.

CCPA Privacy Rights (Do Not Sell My Personal Information)
Under the CCPA, among other rights, California consumers have the right to:
Request that a business that collects a consumer's personal data disclose the categories and specific pieces of personal data that a business has collected about consumers.
Request that a business delete any personal data about the consumer that a business has collected.
Request that a business that sells a consumer's personal data, not sell the consumer's personal data.
If you make a request, we have one month to respond to you. If you would like to exercise any of these rights, please contact us.

GDPR Data Protection Rights
We would like to make sure you are fully aware of all of your data protection rights. Every user is entitled to the following:
The right to access – You have the right to request copies of your personal data. We may charge you a small fee for this service.
The right to rectification – You have the right to request that we correct any information you believe is inaccurate. You also have the right to request that we complete the information you believe is incomplete.
The right to erasure – You have the right to request that we erase your personal data, under certain conditions.
The right to restrict processing – You have the right to request that we restrict the processing of your personal data, under certain conditions.
The right to object to processing – You have the right to object to our processing of your personal data, under certain conditions.
The right to data portability – You have the right to request that we transfer the data that we have collected to another organization, or directly to you, under certain conditions.
If you make a request, we have one month to respond to you. If you would like to exercise any of these rights, please contact us.

Children's Information
 Another part of our priority is adding protection for children while using the internet. We encourage parents and guardians to observe, participate in, and/or monitor and guide their online activity.

https://ituniversum.com/ does not knowingly collect any Personal Identifiable Information from children under the age of 13. If you think that your child provided this kind of information on our website, we strongly encourage you to contact us immediately and we will do our best efforts to promptly remove such information from our records.

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About the users
The customer was an American company that delivers contact center solutions. The company employs several thousand people.

The developed solution is relevant for outsourcing and other companies that need to:
  • plan the loading of remote employees
  • create a floating schedule based on staff qualification tolerances
  • serve the customers' changing needs for personnel.

About the users

The customer was an American company that delivers contact center solutions. The company employs several thousand people.

The developed solution is relevant for outsourcing and other companies that need to:
  • plan the loading of remote employees
  • create a floating schedule based on staff qualification tolerances
  • serve the customers' changing needs for personnel.
The challenge
There was the problem of quickly and efficiently distributing support staff to clients:
Remote work
Due to the COVID-19 pandemic, the customer company had to transfer most of its staff to remote work.
Certification
Each call center employee completes certification to work with a particular client (or several clients) of the company.
Changing demand
Customers' needs for a given number of support people are not constant and may change often.
The challenge
There was the problem of quickly and efficiently distributing support staff to clients:
Remote work
Due to the COVID-19 pandemic, the customer company had to transfer most of its staff to remote work.
Certification
Each call center employee completes certification to work with a particular client (or several clients) of the company.
Changing demand
Customers' needs for a given number of support people are not constant and may change often.
The idea was to create a tool that allows:
1

Managers

to create a work schedule for each client and free slots for work

2

Support staff

to see and book free slots for available clients

The idea was to create a tool that allows:
1

Managers

to create a work schedule for each client and free slots for work

2

Support staff

to see and book free slots for available clients

Risks
When the customer contacted ITUniversum, third-party developers had already worked on the application.

But:
  • developers just stopped communicating with the company
  • the company did not have an IT department
  • the company's servers required expensive maintenance
  • the application did not work
  • the server periodically crashed.

The inputs:
  • the application is developed on Azure
  • the source code was an outdated version and was not relevant.
Risks
When the customer contacted ITUniversum, third-party developers had already worked on the application.

But:
  • developers just stopped communicating with the company
  • the company did not have an IT department
  • the company's servers required expensive maintenance
  • the application did not work
  • the server periodically crashed.

The inputs:
  • the application is developed on Azure
  • the source code was an outdated version and was not relevant.
Technique
1
Maintenance
The ITUniversum team maintained the existing application before the new version was written and submitted. It helped avoid a significant slowdown in the customer's business processes.

2
Ideas
ITUniversum suggested new ideas that qualitatively improved work with the company's personnel. A new application functionality was proposed, designed, and developed.

3
Speed-up
A bonus system was invented and built into the application. It accrues bonuses to the support staff for working a certain number of hours, giving them different benefits. That increases staff motivation and accelerates the closing of slots in the schedules.

4
UX/UI
The application interface has become much easier and more user-friendly. The new interface contained gameplay elements. Working with the application has become more simple and more attractive for users.

Technique
1
Maintenance
The ITUniversum team maintained the existing application before the new version was written and submitted. It helped avoid a significant slowdown in the customer's business processes.

2
Ideas
ITUniversum suggested new ideas that qualitatively improved work with the company's personnel. A new application functionality was proposed, designed, and developed.

3
New functionality
A bonus system was invented and built into the application. It accrues bonuses to the support staff for working a certain number of hours, giving them different benefits. That increases staff motivation and accelerates the closing of slots in the schedules.
4
UX/UI
The application interface has become much easier and more user-friendly. The new interface contained gameplay elements. Working with the application has become more simple and more attractive for users.
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The redesigned application provides:
The process of creating a schedule for clients
Booking work slots according to employee certification
Communication between support staff and managers
Integrations with payment systems and the ADP system (working time and payroll).
The redesigned application provides:
The process of creating a schedule for clients
Booking work slots according to employee certification
Communication between support staff and managers
Integrations with payment systems and the ADP system (working time and payroll).
The admin part for company managers (web part) contains:

  • customer business directory
  • directory of support staff
  • directory of support staff
  • access to bonus systems
  • chats with managers.
The user part for support staff
(IoS and Android app) contains:

  • employee registration
  • access to the certification knowledge base for different types of business
  • a mechanism for booking working hours
  • access to bonus systems
  • chats with managers.
The admin part for company managers (web part) contains:
  • customer business directory
  • directory of support staff
  • directory of support staff
  • access to bonus systems
  • chats with managers.
The user part for support staff (IoS and Android app) contains:
  • employee registration
  • access to the certification knowledge base for different types of business
  • a mechanism for booking working hours
  • access to bonus systems
  • chats with managers.
Due to ITUniversum efforts:
the server has been stabilized
a new stable working version of the application was written and brought to life
all work was completed within the budgets and deadlines (the new application development took 4 months and about 300 hours were spent maintaining the old version)
all codes and application management have been transferred to the customer.
Due to ITUniversum efforts:
the server has been stabilized
a new stable working version of the application was written and brought to life
all work was completed within the budgets and deadlines (the new application development took 4 months and about 300 hours were spent maintaining the old version)
all codes and application management have been transferred to the customer.
  • Frontend - Angular 12 (TypeScript, SCSS)
  • Backend - Yii2 (PHP 8, MySQL)
  • Mobile app (Google, Apple) - Flutter (Dart)
Project tech stack

Project tech stack

  • Frontend - Angular 12 (TypeScript, SCSS)
  • Backend - Yii2 (PHP 8, MySQL)
  • Mobile app (Google, Apple) - Flutter (Dart)
Results
The ITUniversum team's measures lead to the increased efficiency of business
processes in the company:
Stability
Daily operations of the company are now not broken off due to the new stable application with added functionality.
Business growth
Support staff base expanded as managing this staff became more straightforward and seamless, requiring fewer work hours for managers.
Higher customer satisfaction
As the application has accelerated and simplified the selection and distribution of support staff among clients, customer service has improved.
More motivated staff
Staff motivation and engagement increased because of a bonus system within the application and a more user-friendly UI.
Results
The ITUniversum team's measures lead to the increased efficiency of business
processes in the company:
Stability
Daily operations of the company are now not broken off due to the new stable application with added functionality.
Business growth
Support staff base expanded as managing this staff became more straightforward and seamless, requiring fewer work hours for managers.
Higher customer satisfaction
As the application has accelerated and simplified the selection and distribution of support staff among clients, customer service has improved.
More motivated staff
Staff motivation and engagement increased because of a bonus system within the application and a more user-friendly UI.
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a description
of the problem
to be solved.
Drop us a line, and one of our specialists
will be in touch shortly.

By clicking the button you agree to our Privacy Policy
Please give us a description of the problem to be solved.
Drop us a line, and one of our specialists will be in touch shortly.

By clicking the button you agree to our Privacy Policy