Object-Oriented Software Engineering: A Use Case Driven Approach
Object-Oriented Software Engineering: A Use Case Driven Approach
Customer Service System — past, present and future
BT Technology Journal
Customer handling intermediate server — an architecture-led project
BT Technology Journal
BT Middleware — software as infrastructure
BT Technology Journal
Systems management of operational support systems applications
BT Technology Journal
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The quality and consistency of customer service offered by telecommunications providers is now a key differentiator in the residential market-place. BT has introduced the ‘SMART‘ customer handling system to provide competitive advantage through worldclass levels of customer service. A large-scale, three-tier client/server system, SMART exploits the existing functionality, data and security mechanisms of an established mainframe system and adds ease-of-use, reduced error rates and a focus on ‘service‘ and ‘selling‘. The development and deployment experiences of the SMART programme provide lessons in the delivery of large-scale distributed systems in a business-critical environment. The key issues of security, performance, resilience and operability are discussed and the solutions implemented for SMART are presented.