Call Center
With extensive call volume and potentially sensitive information, company’s managing the day-to-day operations of a call center worry about how to handle the influx in volume as well as customer satisfaction and transactional integrity. A leading global business process outsourcing (BPO) company that provides a full range of front- to back-office outsourced solutions needed to expand the reach of their internal business systems to their partners via an Extranet, while maintaining secure, and reliable connections, and leveraging the latest Web services protocols.
As with many organizations the company was quickly outgrowing the point-to-point integration pattern and searched for a viable alternative based on current software architectures and integration products. There was a strong desire to implement a standard messaging infrastructure and SOA, while minimizing impact to, and leveraging existing systems and services. With reduced IT staff, it was also important to reduce the amount of custom software development, administration, and management.
To accomplish their goals, the company selected Neuron ESB for its robust, and flexible messaging capabilities, high reliability, powerful service integration features, and excellent scalability. Using Neuron ESB’s service oriented feature set made it easy to simply import existing service interfaces, and expose new endpoints to external partners with enhanced security features and different messaging protocols, message routing, and workflow. Implementing this kind of solution for one service, or many services is simply a matter of using the Neuron ESB toolset, no additional code is required, and it is easily performed by IT administrator staff.
By implementing a service oriented architecture based on the Neuron ESB, the company introduced their first Web service business interface to their partner community within two weeks. Neuron ESB’s rich feature set enabled the call center to enhance the capabilities offered to their partner community with virtually no custom software development, and future expansion and performance needs are easily handled with standard, well known Web oriented scaling concepts.
The company was able to start small, with a single service, and grow to accommodate much more sophisticated capabilities as the business required, resulting in lower initial investment costs, reduced project risk, and faster time to market. In today’s competitive environments it is critical to deliver the right features at the right moment for the right price. Leveraging the rich feature set of Neuron ESB, the company has met their near term mission, while retaining all the flexibility and power required to achieve their long term vision.
