A British company is looking to bring the Web 2.0 concept of mashups to businesses. More normally found in consumer and social networking sites, a mashup is the name given to the type of website that has been pulled together from a variety of different sources.
BT has developed a mashup called Resolve to help field its broadband technical support team to field calls. Resolve is based on software from British company, Corizon, and enables the telecoms operator to field 30,000 calls a day. BT claimed that new software enabled it to reduce call handling time by about 25 seconds per call.
Roger Buck, BT’s broadband helpdesk change manager said that using Resolve had speeded up the resolution of faults considerably: "The application provides our agents with a single view of the customer’s fault situation, guiding them through key business processes and reducing the need for re-keying data or switching between applications. Agents now have a single sign-on facility, removing the need to log in to each application separately and saving further time.
“Since Resolve uses a web-based interface, it is simple to deploy and has been key in our ability to add new call centres to our operation in the UK and abroad in very short timescales,” he added.
Eric Guilloteau, Corizon’s CEO said that the technology was based around the use of building blocks, giving power to the end user. "We do things the wrong way round,” he said, “we build applications from the data end, not from the user end. It shouldn’t be IT departments putting together these applications."
Corizon has also just released version 4.0 of its UI technology. It is based on four components which can be licensed together or separately.
The UI Service Extractor allows developers to record functionality from existing applications; the UI Service Builder allows developers to use applications from a service oriented architecture; the UI Service Provider
provides browsing of service capabilities and run-time access. These three are augmented by the Corizon Composer and Corizon Studio, which allow developers to create composite applications from UI Services.