Fluency AS/400 Application Note

Fluency™ provides a robust set of application interfaces to deliver the
integration you need to meet your business objectives. Our open philosophy of utilizing Handlers, either in a standardized integration or a custom integration, provides the greatest degree of flexibility in the contact center software industry. Using Braxtel's AS/400 Handler, you get instant connectivity to deliver screen pops and other business functions right to your agents' desktops.

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Application Integration Technical Brief

In today's contact centers, the applications utilized by the Contact Center Representatives (CCR's) are as diverse as the agents themselves. CCR's utilize emulator-based legacy applications (mainframe and mid-tier servers), third party graphical user interface applications (such as CRM), and database form applications (such as MS Access and Oracle Forms). In most cases they will need to access many applications on each contact to ensure they have the information they need to satisfy their customers. This is a time consuming, labor intensive, overwhelming endeavor that often leaves agents frustrated and customers irate and looking for a company that has better control of their processes and systems.

This document will discuss the Fluency™ API architecture and its integration points. In addition, the internal communication methods surrounding specific integrations will be discussed. Examples of this are 32 bit application integration, 5250 and 3270 emulation integration and integration to server based messaging software.

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