In brief: IBM uses Java to boost call centre products

NEWS IBM has enhanced its call centre software using Java, to allow firms to offer consumers a choice of phone, Internet or email when accessing customer service. CallPath Web Connection, Direct Talk and MDp - IBM's core call centre products - have received Java-based enhancements. IBM claims the benefits include "write once, run anywhere" capabilites, increased programmer productivity, reduced costs and flexibility. The company guarantees customers will be met with a consistent service whether contacting them via the phone or the Web, in the face of what it describes as "tougher market conditions and more demanding customers".