A2Z call center reference and portal application architecture

Let's now dive into the macro view of the logical application for A2Z call center functionality. Here, the main difference is in the incoming request from the telephony infrastructure. CTI, IVR, and WebSphere Voice collaborate to pass the call onto portal and allow the Softphone portlet to populate the portal screen for the CSR. Once the call is routed to portal, a queue is assigned to receive the call. The operator looks at its 360 view and is able to be highly productive. Portal is highly performance efficient in the cloud and delivers the expected value to A2Z modernization's effort.