Systemation
Internet: www.systemation.nl
Twitter: www.twitter.com/systemation
Email: info@systemation.nl

Day to day Contact Centre business
Agent • Agents use multiple
handle systems
customer
• Agents also use paper,
calculator, telephone
Marketing lists, etc.
Customer
Info 1
• Different User interface
types in use
Order
complete
Customer Info 2 • Integration: Cut / Copy /
Past between different
Billing Order
Order placed systems
complete
Product delivery
www.systemation.nl Changing the face of software

The typical Contact Centre desktop
• Complex applications give poor service
levels
– Long call times
– Multiple calls to resolve single issue
– High error rates
• Inefficiencies lead to excessive costs
– High training costs
– Extra costs from correcting errors
– Costs from long call times
ALT-TAB CTRL-C CTRL-V
• Complexity blocks business initiatives
– New laws, rules
– Product introduction
a typical call centre agent – Regulatory compliance
uses 6 applications in a
call*
*ContactBabel
www.systemation.nl Changing the face of software

The Ultimate 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
– Compose, reuse
• Have multiple applications for different user groups
– Create fit for purpose applications
– No one size fits all approach
– Able to cope with temporary solutions
www.systemation.nl Changing the face of software

Introducing Visual \"building blocks\"
Composite Applications
Self CRM Stand
service package alone
extension
Flexible user processes
UI Services, visual building blocks
AIA Existing applications
www.systemation.nl Changing the face of software

Business Value?
Shared language for business &
Sell Order Fulfil Bill Maintain IT to deliver better solutions faster
Compose fit for purpose applications
50% quicker than custom coding
Reduce
Reduce
Improve
Improve
Reduce average handling time,
improve data quality, and positively
impact customer experience
Task Fit TC Ris Agility
O k
Integrate different generations of IT
Architecture styles (from mainframe,
client/server to SOA)
www.systemation.nl Changing the face of software

Corizon Platform Technical Architecture
HTTP/s HTTP/s
Activity
Allow rapid prototyping Monitoring Data
Composition based on
User Profile Data
user process
(single sign on)
REST interface: XML+HTML over HTTP
Browsable service library
Generated reusable UI from
UI Extraction from existing different API’s (webservices,
applications databases, etc)
Existing application UI Data, Services, APIs
www.systemation.nl Changing the face of software

Customer Example: Homeserve Gateway
48% increase in cross-sell
35% increase in quality
7% reduction in AHT
59% reduction in screens
8 wk reduction in agent time to
competency
38% reduction in churn rate
28% reduction in absenteeism
£2.4m benefit per year
WINNER “Best Use of Technology”
www.systemation.nl Changing the face of software

Changing the face of software
More info: www.systemation.nl