Call center and customer information systems operation Chordiant Software Inc has teamed up with Sun Microsystems Inc to establish a Java-based customer care system. The companies have combined JavaBeans with Chordiant’s existing customer communications system and demonstrated that Java can process up to 10,000 call center and consumer requests a day. Customers using the system can conduct a transaction across the internet which is immediately integrated with a telephone system where live agents then respond and track the requests. Users of the new call center system will be able to access requests through a variety of touch points including the internet, telephone and wireless technologies. The Java element within computer telephony environments enables developers to create web-based applications that take advantage of the internet to address customer management systems, addressing problems faced by the financial services and telecommunications sectors, in particular. It also enables businesses to build enterprise level business centers with a common customer interface, enabling seamless integration with the internet, call centers, and sales operations. Sun anticipates this sort of web enabled call center system will become increasingly common with traditional voice operated systems being phased out, reducing costs, saving time and money. Palo Alto, California-based Chordiant, which managed to raise $9.2m in venture capital funding in the summer (CI No 3,223), will be adding the Java application to its Customer Communications system, establishing it as an early enterprise level JavaBeans application.
