Early, Cloud & Company introduces desktop environment with pre-packaged call center functions for retail banking; IBM subsidiary to preview new desktop solution at Retail Delivery '95.ATLANTA--(BUSINESS WIRE)--Dec. 4, 1995 -- Early, Cloud & Company (ECC (1) (Error-Correcting Code) A type of memory that corrects errors on the fly. See ECC memory. (2) (Elliptic Curve Cryptography) A public key cryptography method that provides fast decryption and digital signature processing. ), a leading provider of customer service solutions, today announced CallFlow Client, a new desktop software environment for retail banks building call center/customer relationship management applications. The new environment, including desktop software specially designed for retail bank customer service representatives, application developers and call center administrators, is being previewed at the Retail Delivery '95 conference, sponsored by the Bank Administration Institute, December 2-6, at the Georgia World Congress Center The Georgia World Congress Center or GWCC is the major convention center in Atlanta. It is the fourth-largest convention center in the United States at 1.4 million ft2 (130,000 m2) and hosts more than a million visitors each year. . "Given our 14 years of experience with customer service solutions and call centers in banks, this is a natural extension of our existing software development architecture," said David P. Bonaccorsi, ECC's vice president of research and development. "We've created this new CallFlow environment based on the features our customers have told us they want." "CallFlow Client now offers banks an easier, more flexible way to implement their customized call center," said Julie Fitzpatrick, product marketing manager. "By providing not only developers, but also customer service reps and administrators with the benefits of a graphical desktop already designed for retail banking, CallFlow Client promises to increase productivity throughout the bank call center." CallFlow Client's packaged solution includes: o CallFlow Banker - packaged in a retail bank framework, this multi-tiered, end-to-end solution (jargon) end-to-end solution - (E2ES) A term that suggests that the supplier of an application program or system will provide all the hardware and/or software components and resouces to meet the customer's requirement and no other supplier need be involved. Compare: turn-key solution. contains server-based workflow and customizable screen implementations of CallFlow call center; o CallFlow Agent -- manages call center activities on behalf of a customer service representative; o CallFlow Administrator -- graphically based administration tools for both the call center administrator/manager and the system administrator; and, o CallFlow Developer - the graphical user interface graphical user interface (GUI) Computer display format that allows the user to select commands, call up files, start programs, and do other routine tasks by using a mouse to point to pictorial symbols (icons) or lists of menu choices on the screen as opposed to having to development environment for defining server-based workflows and client scripting and business rules. ECC's CallFlow call center automation software enables companies to automate their telephone-based customer service or sales operations with computer-telephony integration (CTI (Computer Telephone Integration) Combining data with voice systems in order to enhance telephone services. For example, automatic number identification (ANI) allows a caller's records to be retrieved from the database while the call is routed to the appropriate party. ), message-based data access and enterprise-wide business workflow in a distributed, client/server environment A networking environment that is made up of clients and servers running applications designed for client/server architecture. See client/server. . CallFlow Client enables retail banks to build a comprehensive, completely integrated call center environment -- from back-end systems to customer service representatives' desktops -- and eliminates the need to build every call center application screen from scratch. An object-oriented extension to ECC's CallFlow architecture, CallFlow Client enables developers to use the benefits of object- based repositories, code reuse Code reuse, also called software reuse, is the use of existing software, or software knowledge, to build new software. Ad hoc reuse has been practiced from the earliest days of programming. Programmers have always reused sections of code, templates, functions, and procedures. and flexibility. With this graphical user interface development environment, developers are able to graphically define workflow processing and design their call center environment. CallFlow Client's packaged tool kit includes: o A graphical user interface development environment for both mainframe and client systems, with self-contained visual development, debug To correct a problem in hardware or software. Debugging software means locating the errors in the source code (the program logic). Debugging hardware means finding errors in the circuit design (logical circuits) or in the physical interconnections of the circuits. and maintenance facilities; o Graphically based administration tools enabling both the call center administrator or manager and the system administrator to configure, maintain and manage the operations of a call center; o A packaged desktop runtime environment consisting of a set of CallFlow call center functions implemented as dynamic link libraries (DLLs) on the service rep's desktop PC; and, o A pre-designed GUI (Graphical User Interface) A graphics-based user interface that incorporates movable windows, icons and a mouse. The ability to resize application windows and change style and size of fonts are the significant advantages of a GUI vs. a character-based interface. presentation layer with pre-packaged business functions for most retail banking operations, capable of running on OS/2 and Windows desktops. CallFlow Client provides the following packaged functions for a retail banking call center environment: o Account information from various accounts in a single presentation on the desktop o Historical transaction information in an easy-to-identify and use file folder o Customer contact information o Stops and holds o Funds transfers o Bill payment o New account openings for checking, savings, loans, CDs and IRAs o Fee and charge adjustments o Check re-orders o Address changes o Photocopy requests o PIN maintenance o ATM locator with scanned map retrieval o Calendar and calculator functions o Current rate information tables o Product information retrieval for help o Automatic presentation of cross-selling scripts CallFlow Client will support OS/2, Windows 3.x, Windows 95 and Windows NT environments. CallFlow Client is scheduled to be in general release during the second quarter of 1996. Founded in 1981 with a focus on customer service automation, Early, Cloud & Company (ECC) -- a subsidiary of IBM (International Business Machines Corporation, Armonk, NY, www.ibm.com) The world's largest computer company. IBM's product lines include the S/390 mainframes (zSeries), AS/400 midrange business systems (iSeries), RS/6000 workstations and servers (pSeries), Intel-based servers (xSeries) Corporation -- is a software development and consulting services company with more than 200 employees worldwide. ECC's world headquarters are in Newport, Rhode Island Newport is a city in Newport County, Rhode Island, United States, about 30 miles (48 km) south of Providence. It is the home of Naval Station Newport, housing the United States Naval War College, the Naval Undersea Warfare Center, and a major United States Navy training center. , and European headquarters are in Reading, England. ECC sells its customer service solutions directly in the U.S. and Europe, and markets them through distributor partnerships with JIEC JIEC Joint Interrogation Exploitation Center in Japan and with SPL (1) (Systems Programming Language) The assembly language for the HP 3000 series. See assembly language for an SPL program example. (2) (Structured Programming Language) See structured programming. 1. in Australia and New Zealand New Zealand (zē`lənd), island country (2005 est. pop. 4,035,000), 104,454 sq mi (270,534 sq km), in the S Pacific Ocean, over 1,000 mi (1,600 km) SE of Australia. The capital is Wellington; the largest city and leading port is Auckland. . ECC's products provide enhanced customer service capabilities, increased business productivity and improved quality of operations with solutions that integrate enterprise-wide data and client/server computing. Early, Cloud & Company provides products and services that are used in a wide variety of industries, including banking and financial services, insurance, retail, telecommunications, publishing, consumer products, manufacturing, distribution, and call center service bureaus. The company can be reached at 800-322-3042 or on the Internet's World Wide Web at URL URL in full Uniform Resource Locator Address of a resource on the Internet. The resource can be any type of file stored on a server, such as a Web page, a text file, a graphics file, or an application program. : http://www.webinsight.com/earlycloud -0- MDp and CallFlow are trademarks of Early, Cloud & Company. CONTACT: Brenda Nichols or Kevin Rudden Parker, Nichols & Company, Inc. (For Early, Cloud & Company) (508) 369-2100 |
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