InformationWeek

September 22, 1997

Souped-Up Workflow

Mosaix' ViewStar 5.0 features telephony integration and increased Net capability

osaix Inc. will unveil this week the latest version of its workflow software, ViewStar 5.0, which offers computer-telephony integration and greater Internet capability.

ViewStar 5.0 incorporates telephony technology acquired last December from Digital Systems International. That CTI functionality lets calls received in customer-service centers link with back-office operations such as billing and accounts payable.

Analysts note that the more organizations know about their customers, the better their relationships will be. That's exactly what Mosaix i s shooting for. "We've developed an application that will allow businesses to acquire and retain relationships with customers," says Steve Adams, senior VP of marketing at Mosaix, in Alameda, Calif.

Other new features include a ViewStar Task Architecture Task Wizard that assists in the creation of automated workflow tasks with ActiveX and OLE-compliant tools, as well as support for Microsoft Transaction Server, which allows for scalability in system configuration and Internet server support for transaction processing.

Mosaix has emphasized the role the Internet will play in ViewStar by building the system on a Web platform. One user is particularly interested in how ViewStar's Internet strategy can help connect users in different locations. "What we're looking for, as the last piece in the workflow [process], is to insert remote users so they're fully functional," says Patrick Funck, project manager at Zurich-American Insurance in Schaumburg, Ill.

Zurich-American uses ViewStar in its claims depar tment, which will increase to 750 users at 18 sites in the next month. About 22,000 documents are scanned and converted into the ViewStar system each day. Zurich-American is investigating ways to take advantage of ViewStar's CTI capability in its call center.

ViewStar 5.0 will be available in mid-November on Windows 95 and NT. Pricing starts at $125,000 for 25 concurrent users.

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