Tenix cuts training costs rolls with GUI customer app
- 30 July, 2010 15:15
Traffic solutions company Tenix has moved its call centre to a graphical user interface system reducing its training costs by 70 per cent.
General manager of delivery and transformation at Tenix, Greg Spicer, outlined the reasons behind the migration and the changes it has made.
“We wanted to migrate from a green screen to a graphical user interface. We had a couple of drivers. We were restricted in our prior system and didn’t want to disturb any legacy code,” Spicer said.
“We didn’t want to have to start re-coding those rules and we also had a lot of security built into that application that we didn’t want to reinvent the security requirements of.”
Spicer said the system was redesigned and it has improved workflow for a number of Tenix clients.
“We identified the mainframe screens that supported our workflow. We then redesigned the screens on the GUI interface and tried to shorten the time with the call. Once we undertook that process, we generated those screens and put them on the web server using different components.”
“We rolled this system out to one of our clients; a Sheriff’s office. They are field based and previously used a Web-based system. They now connect over a 3G broadband network and have the ability on a day by day basis to plan their work and have access to the back end of the system and this makes them make clearer decisions about the people they are collecting debts from,” Spicer said.
Spicer outlined the success of the deployment at this week's Gartner SOA summit in Sydney and said the platform has performed well under pressure for the Victorian Department of Justice.
“One of the reuses of the platform was to work on an amnesty project where people could agree to pay their fines and have certain fees waived in certain matters. We were severely impacted by that as a call centre. Our calls went up over 100 per cent. We needed to come up with quick ways to handle the bulk of the calls so we developed a simple user interface. We used the platform to consolidate onto a single screen which dealt with the bulk of the calls coming in at the time,” he said.
With analysts recently warning collaboration is about more than simply choosing the right product, Spicer said a collaborative approach was important to the success of the project.
“It was really good to have our experts in our call centre influencing the design. The fact we had key users involved helped with the acceptance of the project by our readers.”
“Every time we presented this to staff, they came up with something new that could be tweaked in the system. Striking a balance between getting it right for the users and getting it right for the business was really important,” he said.
Join the CIO Australia group on LinkedIn. The group is open to CIOs, IT Directors, COOs, CTOs and senior IT managers.
- CIOs transformation to Business Innovator
- Six Reasons to Empower Your SharePoint Citizen Developers
- Analyst Paper - The Total Economic Impact To IBM WebSphere Application Server Migrating From An Open Source Environment
- Simplifying Data Protection
- Leading Through Connections – Insights from the Global Chief Executive Officer Study
Larry Page wants to see your medical records
Dual-Persona Smartphones Not a BYOD Panacea
After two-year hiatus, EFF accepts bitcoin donations again
CIOs struggle to deliver timely mobile business apps: survey
Spiceworks' free management software gets integrated MDM
Managing the Rapid Rise in Database Growth: 2011 IOUG Survey on Database Manageability
As the era of “Big Data” marches on unabated, data is coming from an ever wider range of sources, including transactional systems, mobile devices, sensors, streaming media, and social networks. Businesses are looking for innovative ways to better leverage terabytes—and for some, petabytes—of information. Read more.
Cloud Computing for Midsize Businesses: Delivering Innovation and Efficiency
It’s time for midsize companies to start thinking differently about infrastructure. This white paper provides a brief overview of cloud computing, explains how midsize companies can benefit, and describes the steps they can take to take advantage of what it has to offer. Read now.
Russian Underground 101
This research paper intends to provide a brief summary of the cybercriminal underground and shed light on the basic types of hacker activity in Russia. It discusses fundamental concepts that Russian hackers follow and the information they share with their peers. It also examines prices charged for various types of services, along with how prevalent the given services are in advertisements. The primary features of each type of activity and examples of associated service offerings are discussed as well. Read this paper.