In one of Israel’s first major BizTalk Server 2004 infrastructure projects, Ness, with consulting assistance from Microsoft, implemented and assimilated the large-scale EAI solution. Fully synchronizing all messaging channels with Cal’s various core systems by means of a unified infrastructure, the integrated solution enables the delivery of up-to-date information to customers via any channel, while supporting future channels that may be used. Single point of view
Built on a .NET platform and utilizing SQL Server 2000 technology, the solution enables Cal to conduct EAI transactions between multiple channels such as the Internet, interactive voice response (IVR), CRM systems, and archives. Employing a service-oriented architecture (SOA), the solution also includes a business process infrastructure incorporating CA’s Unicenter and a connection to Cal’s MySLA control system.
To enhance the solution’s interoperability with a wide variety of applications and technologies, Ness developed adaptors for Cal’s legacy hub, SIEBEL,IVR ,ADA Sys systems, as well as for the multiple channels utilized by customers.
Customer Benefits
- Immediate, real-time data access
- Multi-channel service capabilities
- Wider service offering
- Customer Single Point Of View
Corporate Benefits
Better customer service
Improved customer retention
Greater managerial control
Increased business opportunities
Faster time to market
Testimonial
“The system enables us to receive an up-to-date status report for each customer who contacts our company, whether via telephone, Internet, CRM system or any other means. This is a major advantage for a leading company like Cal, which offers near round-the-clock service to over one million private and enterprise customers.”
Boaz Tchetchik, General Manager, Cal
