BEA Systems, Inc. announced that Syntellect Interactive Services (SIS), a division of Syntellect, Inc., has selected BEA WebLogic Server(TM) and is standardizing on the end-to-end BEA E-Commerce Transaction Platform(TM) as the basis for its expanding line of automated e-services offerings. SIS outsources call-center solutions that provide an easy, “self-service” method for ordering pay-per-view events, enrolling for human resources benefits, and reporting utility outages, among many other applications. With the implementation of BEA WebLogic Server, SIS can extend its existing telephony-based services to the Net, offering its business customers a variety of e-commerce capabilities including online credit card processing.
Telephone “self service” applications — for banking, checking the status of orders, and many other purposes — are familiar conveniences on the job and at home today. These applications are attractive to businesses because they handle routine requests, freeing customer service representatives to solve more complex problems. Recognizing this, corporations and businesses in the utility, media and advertising, and catalog industries, among others, turn to SIS to help them put automated applications in place, including those that feature such advanced capabilities as Interactive Voice Response (IVR). SIS has long relied on BEA Tuxedo(R) as the foundation for its wide range of telephone-based, customer self-service applications, including IVR, order and credit card processing.
Because SIS recognizes that the e-generation — the 250-million-strong population of online users — prefers the convenience of online services, the company has responded by expanding its call centers online. The growing e-generation expects Web services that are easy to use, highly reliable, available around-the-clock without fail, and personalized to meet their individual needs. According to David McCampbell, vice president of engineering for Syntellect Interactive Services, the implementation of an integrated end-to-end BEA solution means that SIS can fulfill these expectations and bring its success in customer self-service into the e-commerce arena.
“Businesses turn to us for a comprehensive set of services, including order and credit card processing, messaging, bill payment, and database reconciliation. With BEA WebLogic Server, we have put another vital piece in place: now this powerful range of services can be accessed from any location, using any device — phone, laptop, or PDA. This “single source” convenience sets SIS far apart from the piecemeal call-center offerings in the marketplace today,” said McCampbell.
SIS evaluated IBM WebSphere and BEA WebLogic Server and concluded that BEA platform independence and superior integration to legacy systems presented a clear advantage in terms of cost and time to market, according to McCampbell. “BEA WebLogic Server was the hands down choice for getting us to market quickly and for protecting our existing investment because it supports HP-UX and Informix. Customers want solutions yesterday and need them to do everything, so speed was a driving force. Our entire infrastructure is based on BEA Tuxedo, and BEA WebLogic Server integrates into BEA Tuxedo with connection pools that make the programming quick and easy.”
Another key factor in SIS’ decision to select BEA WebLogic Server was the products demonstrated capability to ensure constant availability, especially during periods of extremely high transaction volume. “Many of our customers’ applications involve sharp spikes in demand. They outsource their needs to us, and can’t settle for anything less than 24×7 dependability. BEA Tuxedo is rock solid — that’s proven — and we chose BEA WebLogic Server for its reliability and scalability in a Web environment,” said McCampbell.
“With the BEA end-to-end e-commerce solution in place, SIS is a poster-perfect example of how the BEA E-Commerce Transaction Platform can transform companies to help them participate profitably in the Internet economy,” said Joe Menard, president of the BEA E-Commerce Server Division. “As a BEA partner, SIS is helping us bring to reality a number of projects that will eventually benefit both SIS and BEA customers. For instance, SIS and BEA have designed an e-component that does authorization for credit card purchases, and we’re looking at creating more components for use in a number of other front-line e-commerce applications.”
BEA WebLogic Server is part of The BEA E-Commerce Transaction Platform, which provides the foundation for building highly reliable e-commerce systems. In addition to BEA WebLogic Server, BEA WebLogic Enterprise(TM), and BEA Tuxedo — e-commerce transaction servers for rapidly building, deploying, and managing e-commerce applications – the BEA E-Commerce Transaction Platform includes: BEA eLink(TM) for integrating new Web applications in real time with back-office systems and with other businesses across the Web; BEA WebLogic Commerce Server(TM), an integrated set of industry standard, out-of-the-box commerce building blocks that provide the time to market and adaptable business logic required for next generation e-commerce systems; and a wide range of education, customer support, and professional services to help small companies and large corporations get e-commerce initiatives off the ground and up on the Web.
About Syntellect, Inc.
Founded in 1984, Syntellect, Inc., [http://www.syntellect.com], is a leading provider of comprehensive software and hosted service solutions for enterprise customer contact centers. Products and services include Vista open standards-based Interactive Voice Response (IVR), Interactive Web Response (IWR), Advanced Speech Recognition (ASR), and Computer Telephone Integration (CTI), as well as Syntellect Interactive Services (SIS) — a leader in the hosted services industry. SIS provides a full range of high volume automated services, including: Internet hosting, e-commerce processing, and IVR automation. The company is headquartered in Phoenix, Arizona.
BEA Systems, Inc.
BEA Systems, Inc. is the E-Commerce Transactions Company(TM) powering many of the world’s most innovative companies that serve the “e-generation,” companies such as Amazon.com, DIRECTV, E*TRADE, Federal Express, Kaiser Permanente, Nokia, Qwest, and United Airlines. The e-generation relies on the Web to conduct their everyday business, demanding richer, more personalized experiences and the guarantee that your Web site is always available — every minute of every day. The award-winning BEA E-Commerce Transaction Platform(TM), coupled with BEA consulting, education, and support services, helps companies launch reliable e-commerce initiatives quickly. BEA solutions help companies of all sizes build e-commerce infrastructures that leverage existing investments and provide the foundation for running a successful integrated e-business for the e-generation. BEA has more than 50 offices in 24 countries, is headquartered in San Jose, Calif., and is on the Web at [http://www.bea.com].