Case Study
International Wire Transfer Company
Cleo’s Transaction Processing Software helps a large services organization transition from legacy technology to a vendor independent solution
A high-performance international wire transfer company's core corporate organization includes a global funds transfer group serving retail businesses and a payment systems division that services financial institutions. Company products are available in more than 100,000 locations worldwide. The company's automated phone applications handle a high volume of calls per day from customers around the world. Currently, the company manages a number of proprietary IVR platforms serving these customers.
The Challenge
Initially, the company was communicating via ten legacy IVR platforms, with a large number of IVR applications written in vendor dependent scripting language. With all ten platforms at or near capacity, the company wanted to migrate to a vendor independent, software only solution.
The Solution
The company decided the best way to handle the migration was to segregate the mainframe communications (TN3270) from the current applications and add a SOA solution from Cleo Communications. This would allow the company to select the IVR platform that best satisfied its cost and growth requirements.
Over a twelve-month period, the customer was able to modify its existing applications to integrate with Cleo's Transaction Processing Suite. The Cleo Transaction Processor was deployed on Red Hat Linux systems as the customer's preferred operating system. As each application was modified, it was released to the new Cleo communications platform. The changes were invisible to the company’s customers and agents and the company was able to take the first step towards a vendor independent solution.
The next step was to select the Genesys IVR platform and begin creating new applications using VXML. As these applications were completed, they were released on the GVP platform using the existing Cleo Transaction Processor.
The Solution at Work
The company is running both their legacy and GVP platforms simultaneously through the Cleo Transaction Processor. New applications are written in VXML for the GVP. Over time the legacy applications will be rewritten and moved to GVP. The company has also activated the dynamic failover capability of the Cleo Transaction Processor solution to ensure improved reliability, up time, and increased ROI.
Selecting Cleo's Transaction Processing solutions represents a quick ROI and an excellent long-term investment. The SOA solution will meet their communications needs for many years. They can add new application platforms without additional investments in new communications solutions.
If your customers are deploying new IVR applications that need mainframe data, contact Cleo to help you with the RFP responses, network configurations or any other network questions