Labels:text | screenshot | rectangle | parallel OCR: LAN Server Call Center System 2008 Intornoc Denabase Figure 2. Telephone calls to Sanwa call center associates are fed from Aspect's Call Center System 200R. Versatility's Teleservice/Telesales and OpenTel software present a GUI interface showing cut- tanter information and allow the associate to automatically record transactions between agent and customer. The Teleservice/Telesales software runs off an Oracle database that resides on an HP 9000. The OpenTel CTI and Versatility Campaign Plus software run off NT servers. The HP 9000 connects to an IBM 3090 mainframe running MVS, which houses a DB2 database, MQ (messaging queue) middleware, and M&I's Message Broker and Deposit software. Call activity through the Aspect system is tracked and recorded In an Informix database. A Level 8 DOT/XM object request broker directs traffic from the call center and moves requests to the IBM 3090's DB2, where it retrieves the information from the HP 9000. Images for the GUI interface are stored on an NT server. Agility OS2 Interactive Voice Response software will be integrated Into the Aspect Call Center in April.
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