IBM Systems Magazine, Mainframe - March/April 2018 - 50

SPO NSORED

AD V E R T I SI NG

CONT E NT

HotTECH Products

Orchestrating CICS Applications
Creates Better Customer Experiences
CICS-using customer service representatives gain
efficiencies when HostBridge orchestrates common
transaction sequences, aggregates responses and
presents them in a browser-based GUI. Customers
get a far better experience as well.

C

ustomer service representative (CSR)
teams in industries like insurance,
banking or utilities answer thousands
of customer calls during a typical day.
These CSRs often interact with CICS
applications to respond to customer
inquiries. The sequence of transactions
a CSR must execute to answer customer
inquiries is sometimes complex: Navigating
through different applications to collect all
the data necessary to satisfy a customer is
often time-consuming.
A customer interaction may begin
with a customer waiting on hold for an
available CSR. When the conversation
begins, the CSR often asks the customer
to again go on hold while the CSR takes
several minutes to access the necessary
mainframe applications, run all the required
CICS transactions, manually aggregate the
data and then come back on the line to
respond to the inquiry. This process may
take several minutes for simple inquiries,
or longer for complex ones, prompting the
CSR to come back on the line mid-process
to reassure the customer. To respond,

CSRs have to juggle resources as part of
an inefficient, tedious process.
HostBridge customers are using the
HostBridge JavaScript Engine (HB.js) to
provide CSRs with a single, unified view of
the diverse systems required to respond
to customer inquiries. With HB.js, they
create web services around business
processes that invoke any number of
supporting CICS applications. These
web services orchestrate the workflow,
dramatically simplifying the access to the
data behind the mainframe applications.
CSRs use a GUI application to invoke these
web services, and results come back in
just seconds. This approach improves
efficiency, streamlines processes, reduces
call times, boosts customer satisfaction
and improves profitability.
In the case of a top life insurance
provider, HostBridge facilitates CSR access
to customer data in CICS applications.
For example, when requesting a policy
overview, the CSR's desktop application
requests that web service from HostBridge,
which then executes the sequence of

50 // MARCH/APRIL 2018 ibmsystemsmag.com

mainframe transactions required to respond,
parsing the various screen parameters,
navigating through screens to pull fields
and values into an aggregated set, and
then delivering the information as a single
response. The navigation that CSRs
previously executed sometimes required
accessing dozens of screens, but is now
automated and orchestrated by HostBridge.
For the IT organization, HostBridge-created
web services do not do any screen scraping,
nor do they require changing host applications.
Developers can create new web services
quickly using JavaScript. For CSRs, the
process is simpler, faster and more efficient.
Customers no longer have to hold, and they
get a far better experience.

1 HostBridge Technology
100 E. 7th Ave. * Stillwater, OK 74074
866-965-2427
Ferrel Johnson
ferrel.johnson@hostbridge.com
hostbridge.com


http://www.hostbridge.com http://www.hostbridge.com http://www.ibmsystemsmag.com

Table of Contents for the Digital Edition of IBM Systems Magazine, Mainframe - March/April 2018

Table of Contents
Editor's Desk: Secure Sharing in the Cloud
Partner POV: Winds of Change: Now is the time for digital transformation on IBM Z
IT Today: Solutions and Support: 5 reasons IBM Z makes technical and financial sense for clients
Focus on Storage: New Revolution: Storage technology shifts to accommodate cloud and cognitive demands
Case Study: A Proof of Concept: ICU IT Services expands its market base by embracing Linux on IBM Z and IBM LinuxONE
Cover Story: Building on the Future: IBM Cloud Private with IBM Z helps clients reap the benefits of cloud
Feature: Securing the Cloud: New and established IBM offerings to meet enterprise data protection needs
TECH Showcase: The Clock's Ticking: IBM framework helps clients prepare for the EU's General Data Protection Regulation
Hot Topics: Go With the Flow: z/OS v2.3 Migration book is transformed to a z/OSMF workflow
Administrator: Problem Pointer: Runtime Diagnostics with z/OS V2.3 offers new ways to discover issues
Solutions: DMX Change Data Capture, Syncsort; Enterprise 3.0, Micro Focus
Stop Run: Reg Harbeck
Reference Point - Global Events, Education, Resources for Power Systems
2018 Mainframe Solutions Edition Product Index
IBM Systems Magazine, Mainframe - March/April 2018 - Intro
IBM Systems Magazine, Mainframe - March/April 2018 - Cover1
IBM Systems Magazine, Mainframe - March/April 2018 - Cover2
IBM Systems Magazine, Mainframe - March/April 2018 - 1
IBM Systems Magazine, Mainframe - March/April 2018 - Table of Contents
IBM Systems Magazine, Mainframe - March/April 2018 - 3
IBM Systems Magazine, Mainframe - March/April 2018 - Editor's Desk: Secure Sharing in the Cloud
IBM Systems Magazine, Mainframe - March/April 2018 - 5
IBM Systems Magazine, Mainframe - March/April 2018 - Partner POV: Winds of Change: Now is the time for digital transformation on IBM Z
IBM Systems Magazine, Mainframe - March/April 2018 - 7
IBM Systems Magazine, Mainframe - March/April 2018 - IT Today: Solutions and Support: 5 reasons IBM Z makes technical and financial sense for clients
IBM Systems Magazine, Mainframe - March/April 2018 - 9
IBM Systems Magazine, Mainframe - March/April 2018 - 10
IBM Systems Magazine, Mainframe - March/April 2018 - 11
IBM Systems Magazine, Mainframe - March/April 2018 - Focus on Storage: New Revolution: Storage technology shifts to accommodate cloud and cognitive demands
IBM Systems Magazine, Mainframe - March/April 2018 - 13
IBM Systems Magazine, Mainframe - March/April 2018 - 14
IBM Systems Magazine, Mainframe - March/April 2018 - 15
IBM Systems Magazine, Mainframe - March/April 2018 - Case Study: A Proof of Concept: ICU IT Services expands its market base by embracing Linux on IBM Z and IBM LinuxONE
IBM Systems Magazine, Mainframe - March/April 2018 - 17
IBM Systems Magazine, Mainframe - March/April 2018 - 18
IBM Systems Magazine, Mainframe - March/April 2018 - 19
IBM Systems Magazine, Mainframe - March/April 2018 - Cover Story: Building on the Future: IBM Cloud Private with IBM Z helps clients reap the benefits of cloud
IBM Systems Magazine, Mainframe - March/April 2018 - 21
IBM Systems Magazine, Mainframe - March/April 2018 - 22
IBM Systems Magazine, Mainframe - March/April 2018 - 23
IBM Systems Magazine, Mainframe - March/April 2018 - 24
IBM Systems Magazine, Mainframe - March/April 2018 - 25
IBM Systems Magazine, Mainframe - March/April 2018 - Feature: Securing the Cloud: New and established IBM offerings to meet enterprise data protection needs
IBM Systems Magazine, Mainframe - March/April 2018 - 27
IBM Systems Magazine, Mainframe - March/April 2018 - 28
IBM Systems Magazine, Mainframe - March/April 2018 - 29
IBM Systems Magazine, Mainframe - March/April 2018 - 30
IBM Systems Magazine, Mainframe - March/April 2018 - 31
IBM Systems Magazine, Mainframe - March/April 2018 - 32
IBM Systems Magazine, Mainframe - March/April 2018 - TECH Showcase: The Clock's Ticking: IBM framework helps clients prepare for the EU's General Data Protection Regulation
IBM Systems Magazine, Mainframe - March/April 2018 - 34
IBM Systems Magazine, Mainframe - March/April 2018 - 35
IBM Systems Magazine, Mainframe - March/April 2018 - 36
IBM Systems Magazine, Mainframe - March/April 2018 - 37
IBM Systems Magazine, Mainframe - March/April 2018 - 38
IBM Systems Magazine, Mainframe - March/April 2018 - 39
IBM Systems Magazine, Mainframe - March/April 2018 - 40
IBM Systems Magazine, Mainframe - March/April 2018 - 41
IBM Systems Magazine, Mainframe - March/April 2018 - 42
IBM Systems Magazine, Mainframe - March/April 2018 - 43
IBM Systems Magazine, Mainframe - March/April 2018 - Hot Topics: Go With the Flow: z/OS v2.3 Migration book is transformed to a z/OSMF workflow
IBM Systems Magazine, Mainframe - March/April 2018 - 45
IBM Systems Magazine, Mainframe - March/April 2018 - 46
IBM Systems Magazine, Mainframe - March/April 2018 - 47
IBM Systems Magazine, Mainframe - March/April 2018 - 48
IBM Systems Magazine, Mainframe - March/April 2018 - 49
IBM Systems Magazine, Mainframe - March/April 2018 - 50
IBM Systems Magazine, Mainframe - March/April 2018 - Administrator: Problem Pointer: Runtime Diagnostics with z/OS V2.3 offers new ways to discover issues
IBM Systems Magazine, Mainframe - March/April 2018 - 52
IBM Systems Magazine, Mainframe - March/April 2018 - 53
IBM Systems Magazine, Mainframe - March/April 2018 - 54
IBM Systems Magazine, Mainframe - March/April 2018 - Solutions: DMX Change Data Capture, Syncsort; Enterprise 3.0, Micro Focus
IBM Systems Magazine, Mainframe - March/April 2018 - Stop Run: Reg Harbeck
IBM Systems Magazine, Mainframe - March/April 2018 - Cover3
IBM Systems Magazine, Mainframe - March/April 2018 - Cover4
IBM Systems Magazine, Mainframe - March/April 2018 - Reference Point - Global Events, Education, Resources for Power Systems
IBM Systems Magazine, Mainframe - March/April 2018 - 2018 Mainframe Solutions Edition Product Index
IBM Systems Magazine, Mainframe - March/April 2018 - SE2
IBM Systems Magazine, Mainframe - March/April 2018 - SE3
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