Als Elke Seconde Geld(t)
Day to day contact centre business Billing Customer Info 1 Product delivery  Marketing Customer Info 2  Agent <ul><li>Agen...
The contact centre desktop <ul><li>Complex applications give poor service levels </li></ul><ul><ul><li>Long call times </l...
The Solution <ul><li>Use one single integrated system </li></ul><ul><ul><li>Lower learning curve </li></ul></ul><ul><ul><l...
Traditional integration approaches <ul><li>Custom build applications </li></ul><ul><ul><li>Time consuming </li></ul></ul><...
The Corizon answer <ul><li>Model based approach  </li></ul><ul><li>Balance between IT and business </li></ul><ul><li>Based...
Key benefits <ul><li>Build  fit for purpose  composite applications  50% quicker  than custom coding and with  40% less ef...
The Corizon Platform <ul><li>Composition built around user processes </li></ul><ul><li>Integrated SSO, User Activity Monit...
Re-usable UI building blocks granularity 2 specific pieces  of status data Data entry with field validation & logic Data t...
Example – “ Customer Intelligence System ”  Search a customer Take payment Payment UI services YES NO NEXT CUSTOMER Update...
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Systemation Corizon Enterprise Mashup

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  • Systemation Corizon Enterprise Mashup

    1. 1. Als Elke Seconde Geld(t)
    2. 2. Day to day contact centre business Billing Customer Info 1 Product delivery Marketing Customer Info 2 Agent <ul><li>Agents use multiple systems </li></ul><ul><li>Agents also use paper, calculator, telephone lists, etc. </li></ul><ul><li>Different User interface types in use </li></ul><ul><li>New agents hired frequently </li></ul>Order placed Order complete Order complete handle customer
    3. 3. The contact centre desktop <ul><li>Complex applications give poor service levels </li></ul><ul><ul><li>Long call times </li></ul></ul><ul><ul><li>Inconsistent responses </li></ul></ul><ul><ul><li>Multiple calls to resolve single issue </li></ul></ul><ul><ul><li>High error rates </li></ul></ul><ul><li>Inefficiencies lead to excessive costs </li></ul><ul><ul><li>High training costs </li></ul></ul><ul><ul><li>Extra costs from correcting errors </li></ul></ul><ul><li>Complex systems blocks business initiatives </li></ul><ul><ul><li>Cross-sell and up-sell </li></ul></ul><ul><ul><li>New product introduction </li></ul></ul><ul><ul><li>Outsourcing </li></ul></ul><ul><ul><li>Regulatory compliance </li></ul></ul>ALT-TAB CTRL-C CTRL-V a typical call centre agent uses 6 applications in a call* *ContactBabel
    4. 4. The Solution <ul><li>Use one single integrated system </li></ul><ul><ul><li>Lower learning curve </li></ul></ul><ul><ul><li>Less errors </li></ul></ul><ul><ul><li>Shorter calls </li></ul></ul><ul><li>Make sure you are able to change frequently </li></ul><ul><ul><li>New business initiatives </li></ul></ul><ul><ul><li>New laws, rules </li></ul></ul><ul><ul><li>Strong competition </li></ul></ul><ul><li>Have multiple applications for different user groups </li></ul><ul><ul><li>Create fit for purpose not one size fits all </li></ul></ul>
    5. 5. Traditional integration approaches <ul><li>Custom build applications </li></ul><ul><ul><li>Time consuming </li></ul></ul><ul><ul><li>High maintenance </li></ul></ul><ul><ul><li>Expensive </li></ul></ul><ul><li>Portals </li></ul><ul><ul><li>Not everything is a portlet </li></ul></ul><ul><ul><li>Portlets don’t interact with each other easily </li></ul></ul><ul><ul><li>Portlets are not granular </li></ul></ul><ul><li>EAI </li></ul><ul><ul><li>Expensive </li></ul></ul><ul><ul><li>Proprietary </li></ul></ul><ul><ul><li>No solution for User Interfaces </li></ul></ul><ul><li>SOA/BPM </li></ul><ul><ul><li>It takes a long time to get their </li></ul></ul><ul><ul><li>Business is waiting for results </li></ul></ul><ul><ul><li>No solution for User Interfaces </li></ul></ul>
    6. 6. The Corizon answer <ul><li>Model based approach </li></ul><ul><li>Balance between IT and business </li></ul><ul><li>Based on existing assets </li></ul><ul><li>Close to the business </li></ul><ul><li>Allow rapid prototyping </li></ul><ul><li>Easy to handle multiple user groups </li></ul><ul><li>Extend the SOA concepts to the User Interface </li></ul>Seamless UI Rapid composition Re-usable UI Services Legacy apps, web services <ul><li>Create Fit for purpose Composite applications </li></ul>
    7. 7. Key benefits <ul><li>Build fit for purpose composite applications 50% quicker than custom coding and with 40% less effort to maintain </li></ul><ul><li>Reduce average handling time , improve data quality, and positively impact customer experience </li></ul><ul><li>Replace complex development with simplified assembly of business-friendly reusable UI components </li></ul><ul><li>Easily integrate different generations of IT Architecture styles (from mainframe though client/server to SOA) </li></ul><ul><li>Effectively scale solutions across different user groups by re-using user interface services </li></ul>
    8. 8. The Corizon Platform <ul><li>Composition built around user processes </li></ul><ul><li>Integrated SSO, User Activity Monitoring </li></ul><ul><li>Allow rapid prototyping </li></ul><ul><li>Intuitive, browsable service library </li></ul><ul><li>Open, standards based interface </li></ul><ul><li>Source system monitoring and alerting </li></ul><ul><li>Developers easily “publish” components for re-use </li></ul><ul><li>Extraction of UI from existing applications </li></ul><ul><li>Re-usable UI generated from different API’s (webservices, databases, etc) </li></ul>
    9. 9. 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”
    10. 10. 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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