With contact centers using more and more disparate desktop applications, IT staffs are being challenged to build solutions that provide an integrated view of the customer. Because this need has reached a critical tipping point, Attachmate is making it easy for you to find the access and integration solutions you need, with this contact center-specific portal. Organizations around the world are successfully using our solutions to gain these capabilities in their contact centers:
- Automate tasks across multiple green-screen applications.
- Build new composite applications and user interfaces that improve workflow.
- Integrate legacy host processes with CRM applications and contact center platforms.
- Securely extend mainframe functionality to customer self-service applications.
- Optimize agent productivity by unifying legacy applications.
|Multiple applications open on the left screen can be consolidated into one composite application—giving you a single view of the customer information. By consolidating functionality into a single application or framework, you can optimize workflow across different applications and minimize training costs.|
The resources available below include the best of our technology solutions, and contact center best practices.
|Airline Seat Company
||Web-enabled airline-reservation system running on Digital VAX computers.|
||Automated reservation functions running on Unisys ClearPath IX.|
||Integrated Siebel front end with IBM Hosts, so contact center reps can handle more calls.|
||Turned 3270 screens into web applications and safely integrated Siebel emulation, for a more profitable call center.|
|Delaware Division of Revenue
||Created a web interface for 41 screens, resulting in fewer call transfers and shorter response times, as well as simplified and less costly staff training. |
|Kansas Department of Human Resources
||Provided secure online filing of unemployment claims, for enhanced customer service, shorter wait times, and substantial ROI.|
||Unlocked VT-based insurance application and wrapped it with a graphical front end, automating tasks for improved agent productivity.|
||Integrated HPe-3000 functionality with a web interface, improving customer satisfaction with real-time back-end processing. |
||Extended IBM mainframe functionality to the web, streamlining CSR access, reducing training cycles, and optimizing use of call center. |
||Built a portal that integrated seven legacy applications, increasing revenue by decreasing lost calls. |
|Tenet Insurance Company
||Provided web self-service to OpenVMS-based insurance information, reducing incoming calls and reducing agent response times.|
||Eliminated green-screen navigation by providing web-based solution, to improve call center operations, save costs.|
|More customer stories|
With these Attachmate resources, you’ll see how to bring together all your legacy, home-grown, and packaged applications – right at the desktop – to create seamless, highly efficient contact center solutions.