IBM Systems Magazine, Mainframe - March/April 2018 - 50
AD V E R T I SI NG
CONT E NT
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.
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
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
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
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