Just before I left my role at Princess Cruises, my team delivered a solution that even at the time I knew was going to be successful. Part of my confidence came from the experience that the sponsor simply gave us their expectation and didn't interfere with how we delivered the feature.The expectation was simple; a click to chat B2B service that was authenticated by through the existing services (PolarOnline) and leveraged the Avaya system so internal consultants used existing services. The budget was very modest but designs were delivered with the expectations. The Developement team and I already had a ESB (OpenSeas) and so authentication was simple and the service architecture and hardware was already in place to support this. In all, the development and implimenatation took less that 2 weeks effort. This was all achieved by the IT department for the Customer Service Department and after I departed the launch looks to have been a success.
I've moved on, but the partners I used to build this were www.SSW.com.au, awesome bunch