Milliman operates a call center for employee benefits and retirement management. Call Center employees typically must access multiple systems of record to retrieve information requested by callers. This increases call times, reduces employee productivity, and was increasing overall costs of the company.
Bryon developed an architecture and system to retrieve data from multiple systems and store in a single data warehouse. A front-end application was built to surface this information to call center operators for quick and easy retrieval during a call. Further, the system was integrated with the telephony systems to provide “call-pop” experience — meaning a customer’s data was pulled up on the screen automatically based on caller ID information.