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Union Bank Call Center Interface Development

Client NCR Corporation
Hardware Requirement PC Server, and IBM-AS/400.
SOFTWARE REQUIREMENT Window/NT, SQL Server 2000, Visual C++ on NT Server and RPGLE on AS/400


The Union Bank call center is working on PC based Interactive Voice Response (IVR) application. Their management information system is using MKI-Equation application, which is developed in RPG for AS/400. The two applications talking different languages were unable to communicate to complete the call center userís requests.

MSCL has developed an interface network that provides communication between the Window/NT Server based call center application and the MKI-Equation application on AS/400.This interface provides communication between the two systems using a common TCP/IP protocol.

The call center equipment and AS/400 are connected over a common LAN (local area network) using TCP/IP. Each call center machine, executing the IVR application, is installed with a Windows based DLL. The IVR application calls this DLL and passes on requests for query or transactions to MKI-Equation application. The request reaches to the MKI-Equation via MSCLís developed interface network and its response is routed to the IVR over the same network.

NCR Corporation, being the prime contractor for Call Center Setup, is highly satisfied with MSCLís methodology for system development and integration and work done by its team on this project.

Efforts involved 16 Man-months 
Customer Reference Mr. Shabbir Buxamusa, Senior Vice President, Remote banking Services, Union Bnk
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