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New communication behaviours in a Web 2.0 world
Currency trading via the Web
In 2004, one of the top five banks in the world created a strategic
initiative to offer a sophisticated currency trading service to customers
over the Web. By leveraging Web 2.0 technologies, its Foreign Exchange
(Forex) application is accessible anywhere from a standard browser
while delivering the rich user experience of a typical trading desk. The
application contains over 1000 screens and integrates with over 120
back‑end systems. It is used by more than 10,000 corporate customers over
the Web, significantly increasing customer satisfaction as well as reducing
call centre volume by 70 per cent.
Call centre consolidation
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Call centres are another area ripe for Web 2.0 solutions. Most call centres run on heavy desktop
applications that require features and functionality beyond that which Web 1.0 can deliver.
Web 2.0 not only makes it possible to run such applications over the Web, but also makes it
possible for end-user self-service, which could dramatically reduce call volumes.
Summary of Contents for Web 2.0 services
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