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Systemation Corizon Enterprise Mashup

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Information about Systemation Corizon Enterprise Mashup
Technology

Published on September 26, 2008

Author: edwin

Source: slideshare.net

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Als Elke Seconde Geld(t)

Day to day contact centre business Billing Customer Info 1 Product delivery Marketing Customer Info 2 Agent Agents use multiple systems Agents also use paper, calculator, telephone lists, etc. Different User interface types in use New agents hired frequently Order placed Order complete Order complete handle customer

Agents use multiple systems

Agents also use paper, calculator, telephone lists, etc.

Different User interface types in use

New agents hired frequently

The contact centre desktop Complex applications give poor service levels Long call times Inconsistent responses Multiple calls to resolve single issue High error rates Inefficiencies lead to excessive costs High training costs Extra costs from correcting errors Complex systems blocks business initiatives Cross-sell and up-sell New product introduction Outsourcing Regulatory compliance ALT-TAB CTRL-C CTRL-V a typical call centre agent uses 6 applications in a call* *ContactBabel

Complex applications give poor service levels

Long call times

Inconsistent responses

Multiple calls to resolve single issue

High error rates

Inefficiencies lead to excessive costs

High training costs

Extra costs from correcting errors

Complex systems blocks business initiatives

Cross-sell and up-sell

New product introduction

Outsourcing

Regulatory compliance

The Solution Use one single integrated system Lower learning curve Less errors Shorter calls Make sure you are able to change frequently New business initiatives New laws, rules Strong competition Have multiple applications for different user groups Create fit for purpose not one size fits all

Use one single integrated system

Lower learning curve

Less errors

Shorter calls

Make sure you are able to change frequently

New business initiatives

New laws, rules

Strong competition

Have multiple applications for different user groups

Create fit for purpose not one size fits all

Traditional integration approaches Custom build applications Time consuming High maintenance Expensive Portals Not everything is a portlet Portlets don’t interact with each other easily Portlets are not granular EAI Expensive Proprietary No solution for User Interfaces SOA/BPM It takes a long time to get their Business is waiting for results No solution for User Interfaces

Custom build applications

Time consuming

High maintenance

Expensive

Portals

Not everything is a portlet

Portlets don’t interact with each other easily

Portlets are not granular

EAI

Expensive

Proprietary

No solution for User Interfaces

SOA/BPM

It takes a long time to get their

Business is waiting for results

No solution for User Interfaces

The Corizon answer Model based approach Balance between IT and business Based on existing assets Close to the business Allow rapid prototyping Easy to handle multiple user groups Extend the SOA concepts to the User Interface Seamless UI Rapid composition Re-usable UI Services Legacy apps, web services Create Fit for purpose Composite applications

Model based approach

Balance between IT and business

Based on existing assets

Close to the business

Allow rapid prototyping

Easy to handle multiple user groups

Extend the SOA concepts to the User Interface

Create Fit for purpose Composite applications

Key benefits Build fit for purpose composite applications 50% quicker than custom coding and with 40% less effort to maintain Reduce average handling time , improve data quality, and positively impact customer experience Replace complex development with simplified assembly of business-friendly reusable UI components Easily integrate different generations of IT Architecture styles (from mainframe though client/server to SOA) Effectively scale solutions across different user groups by re-using user interface services

Build fit for purpose composite applications 50% quicker than custom coding and with 40% less effort to maintain

Reduce average handling time , improve data quality, and positively impact customer experience

Replace complex development with simplified assembly of business-friendly reusable UI components

Easily integrate different generations of IT Architecture styles (from mainframe though client/server to SOA)

Effectively scale solutions across different user groups by re-using user interface services

The Corizon Platform Composition built around user processes Integrated SSO, User Activity Monitoring Allow rapid prototyping Intuitive, browsable service library Open, standards based interface Source system monitoring and alerting Developers easily “publish” components for re-use Extraction of UI from existing applications Re-usable UI generated from different API’s (webservices, databases, etc)

Composition built around user processes

Integrated SSO, User Activity Monitoring

Allow rapid prototyping

Intuitive, browsable service library

Open, standards based interface

Source system monitoring and alerting

Developers easily “publish” components for re-use

Extraction of UI from existing applications

Re-usable UI generated from different API’s (webservices, databases, etc)

Re-usable UI building blocks granularity 2 specific pieces of status data Data entry with field validation & logic Data table Page flow / process Coarse Fine granularity Range of UI service “sizes”

Example – “ Customer Intelligence System ” Search a customer Take payment Payment UI services YES NO NEXT CUSTOMER Update Credit Select a customer Is this a safe customer? Show payment wizzard start Credit (Excel) Customer CRM Google Map Misdaadkaart.nl (RSS) Nieuwskaart.nl (RSS)

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