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European
Bank
Problem:
The bank had multiple call centers with 200+ agents using 3270 terminals
and an application based on an IBM mainframe.They wanted to replace this
with an Intranet based system with a state of the art customer care application
which provided traditional banking services, and maintained records of
customer contacts.A more limited version of the system was needed to provide
on-line banking to customers with Internet access.
Solution:
Phase2 teamed with 3 other consultant groups located throughout the US
and Europe to provide an Intranet based system with a Netscape browser
desktop with java applets for the call center agents.The system required
interfacing with Computer Telephony software, IBM MQ Series which accessed
the mainframe application, and SQL databases.CORBA was used for communication
among servers.Load balancing among servers, redundant servers, and auto-recovery
software was used to guarantee 100% up-time, and consistent throughput
for the average load of12 web pages/ second.
Client
Quote: The following quote is from an e-mail the bank director sent
just shortly after the system went live:
“We
[went live] last Monday.We have
a wonderful application, better than I had ever anticipated: full integration
with Genesys, screen-pop, voice and data transfer, browser desktop with
keyboard navigation, business object model, contingency database, multiple
network support, even VRS playing expected waiting time in queue, ... I
think the only piece missing is voice recognition. … The framework that
Bill Spencer [from Phase2 Software] designed proved very, very good.”
-- Bank
Director
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