Bringing Business Applications to the Call Center
 Chrysalis
Software of San Jose, California, USA is setting its sights on making
call centers ever more efficient. The company has a range of Java™
telephony solutions that reduce operating costs, simplify order
taking, shorten call times and minimize training. All of these are
critical factors that impact an organization's ability to remain
competitive. 
By integrating Tarantella web-enabling software with a company's
call center solution, Chrysalis is now able to give operators access
to a variety of business-critical applications, including Windows®
95, from their Java phone. This meets the needs of today's call
centers and allows Chrysalis to broaden its market to include traditional
corporate offices with on-site or remote workers.
"In this industry each minute saved can mean thousands of
dollars, and the cost of owning technology can be make-it-or-break-it
factors for enterprises," said Debbie Diersch, Senior Vice
President of Operations at Chrysalis Software. "Because Tarantella
provides quick application access and is so cost-effective, it not
only helps us keep prices down, but also allows us to provide our
customers with the best level of service."
The key benefits that Tarantella has brought to Chrysalis are:
- Expansion into new markets
- Reduced support costs
- Investment protection
- Zero disruption
The Bottom Line
One of the biggest contributors to the bottom line of any call
center operation is total cost of ownership. With an average initial
PC investment of $3,000 per operator and an annual cost of ownership
of over $11,000 per device, call centers are increasingly concerned
about the effect of computer systems on their bottom line.
Today there is a move towards eliminating expensive and complicated
equipment and building intelligence into the phone so that it can
run high-powered call center applications.
Chrysalis has developed a Network Computer-based intelligent phone
— the Chrysalis Phone. It is inexpensive to purchase and benefits
from the low-maintenance needs of Network Computers. Apart from
the web browser which runs locally on the Network Computer, all
the call center applications run on servers across the network and
are displayed onto the Chrysalis Phone via a web interface.
But there was still a need to be able to integrate existing business-critical
applications to make them easily accessible by operators. What Chrysalis
Software needed was a fast way of web-enabling these applications
so they were presented to operators through the same user interface
as the call center applications.
If Chrysalis could do this it would address the needs of today's
call centers and also broaden its market outside the call center
niche, to include traditional corporate offices with on-site or
remote workers.
Single Coherent Interface
Chrysalis Software uses Tarantella as an integral part of its call
center solution to enable operators to access a variety of applications
including Windows 95 software over the network from their phone.
Tarantella software instantly web-enables these existing applications
— they now sit alongside the telephony applications on the
operator's screen.
The Tarantella webtop provides the glue needed to integrate diverse
applications into a single coherent interface. Operators are unaware
of where the applications are running — by simply clicking
on icons, applications are fired up and operators quickly get to
the information they need.
The Chrysalis Phone embeds JavaStation™ hardware into the
base of a customer's proprietary Nortel or Lucent digital telephone
set. The digital telephone set is connected to the PBX in the traditional
voice way via an RJ11C connector. The JavaStation, on a separate
wire, is connected to the 10BaseT or 100BaseT LAN in the traditional
day way via an RJ45S connector. The JavaStation converses with the
Chrysalis Software Server product. Chrysalis Server offers all major
call center features, including PBX-integrated middleware, interactive
voice response, fax-back, text-to-speech and voice recognition,
in a single, cost-effective UNIX® system.
The value comes from having just one packaged desktop item on the
user's desk.
Complete Network Solution
Reduced support costs
Tarantella allows Chrysalis Software to offer a complete Network
Computing solution that is easy to use and administer. Now that
all emulation processing takes place on the servers, there's no
need to install and configure emulation software on each client
device. Investment protection Companies can web-enable their existing
applications, without having to re-write them in Java code. Tarantella
proved to be the only solution that could deliver Windows 95 programs
to any client device, including remote systems.
Expansion into new markets
Chrysalis Systems is extending beyond the call center market and
offering solutions to companies with off-site or mobile workers
who need quick access to the customer information contained within
their database running on a Chrysalis server.
Zero disruption
Businesses' existing IT infrastructure integrates with their computer
telephone systems.
Centralized management
Access to Windows 95 software and character-based UNIX applications
can be controlled centrally by the system administrator. That means
no more going from machine to machine to distribute new releases
of software.
Device independence
Access to call center information and business applications from
any client device, not just the intelligent phones used by the operators.
Scalablility
Applications can be rolled-out throughout a company. Up to 50
servers can work in parallel to provide single point of control
for administrators but without single point of failure.
The Tarantella webtop provides the glue needed
to integrate diverse applications into a single coherent interface.
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The Challenge
Web-enable existing business-critical applications
to be presented to operators through the same user interface as
call center applications.
The Solution
Using Tarantella software as an integral part
of the call center solution, operators can access a variety of applications,
including Windows 95 software, over the network from their phone.
The Benefits
— Expansion into new markets
— Reduced support cost
— Investment protection
— Zero disruption
Customer Testimonial
"Tarantella provides quick application access
and is so cost-effective, it not only helps us keep prices down,
but it also allows us to provide our customers with the best level
of service."
— Debbie Diersch, Senior
Vice-President of Operations, Chrysalis Software
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