This IBM Mashup Center mashup application enables a call center representative to capture a sales lead from an incoming call, enrich the information provided by the call with data obtained from a series of StrikeIron web services, then communicate information about the lead to a sales rep or business partner that is located close to the call using StrikeIron's SMS or IVR voice web services.
Even though your company might already have an existing call center application, how difficult or expensive would it be to modify that application to add additional content? By having an application built within IBM Mashup Center or by having services available in widget format, it is a fairly simple process to add widgets to a Mashup Center application or to an existing web page. For example, I can add the StrikeIron service widgets which provide Gale Web Domain or Midnight Trader Financial news to an existing web based application. These widgets would provide an application user with additional insight into a particular customer's company.
The mashup application implements the following scenario:
1. The call center rep enters some information captured from the user (his/her name, his/her company, his/her company's stock ticker symbol and main web site URL and clicks the "Submit" button.
2. Other widgets located within tabs on the page are invoked to gather additional information about the caller's company. Below is a screen shot of Gale Web Domain and Midnight Trader Financial News widgets. These financial information services are available from StrikeIron's web services catalog.
3. The location of the caller's company and the call center firm's sales reps and business partners who are located in the state are shown on a map. The user clicks one of the sales rep or business partner map icons to get more detailed information about the sales rep or the business partner. At this point, all the information is now available in order for the call center rep needs to make a decision such as "assigning" the sales lead to a business partner or one of the firm's reps by sending them an SMS message or by sending them a voice message using the StrikeIron IVR web service.
IBM jStart Emerging Technologies Development Manager