Processportal - composite not complicated.

The article provides information on the benefits of process portal in customer service industry as it can reduce errors and improve the functioning by eliminating the need for staff to switch between different applications to complete a single business process. According to research commissioned by software tools company Corizon, 66% of call center agents use three applications or more to serve customers on a typical call and 27% use five or more. More worryingly, 71% claimed time is wasted on or after a call because of switching between different applications and 53% admitted that errors do creep in when entering data into multiple systems. The answer to this is a "process portal", a unified user interface that enables end-users to perform a business process, regardless of how many underlying systems that process touches. Employees can use the portal to co-ordinate the steps involved in a single process. Each business process is represented by an underlying composite application that has a web services-based interface, presents content and application interfaces in a step-by-step process, and integrates with the services of the underlying portal platform, such as authentication, search and entitlements. INSET: At a glance.