Call centre infrastructure vendor Graham Technology has teamed up with Symbian to launch a client for Wireless Information Devices (WID), based on the EPOC operating system.
This will enable users of smart phones to access a range of interactive call centre services, including home banking, stock brokerage and home shopping, as an alternative to Internet access through a PC.
Companies that currently use Graham's GT-X in their call centres already have the architecture in place to offer their customers EPOC services.
The new client's emphasis is on interaction rather than information, delivering direct access to complex, interactive customer service processes that is complementary to Symbian's browser technology.
Graham's server component manages the process-orientated delivery of tasks, using a common infrastructure for all channels, and supports links to databases, middleware and CORBA services for systems integration.
Handheld devices equipped with GT-X will be provided with an address book of services. Each entry will hold an access number for the service, along with the connection details required to establish the Ecommerce link.
New entries can be sent from the service provider directly to the consumer's phone as an SMS message, eliminating the need for any end-user configuration.
Once connected to the service, the consumer enters a PIN. This is used together with the phone's SIM identity to ensure secure communications.
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