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News : Mendix and SAP Provide Solution for an Important COVID-19 Contact Tracing App

#contactcenterworld, @SAP

Boston, MA, USA, Sept. 29, 2020 - Mendix, a Siemens business and global provider in low-code application development for the enterprise, announced that Van Marcke, a Belgian plumbing wholesaler, in collaboration with BPM Company, a software consultancy company and Mendix partner, has built and deployed a contact tracing application to help ensure the health and safety of 1,600 employees returning to work as the pandemic continues.

The app, Stay Safe, traces contacts among the company's distributed workforce in Belgium, France, Switzerland and Luxembourg. It enables employees to voluntarily record interactions with their extended personal network and upload the information to the company's SAP Cloud Platform environment, using a single sign-on protocol. The anonymized, confidential data is securely piped into Belgium's new national call center, enabling public health officials to quickly and sensitively inform citizens of their potential exposure and provide supportive steps to mitigate the disease.

The push to develop the Stay Safe application came directly from Van Marcke CEO Caroline Van Marcke. She saw the problems inherent in the government's central registry program, which relied on citizens' use of personal log books or memory to self-report a coronavirus diagnosis and detail every social encounter during the previous two-week incubation period. "You can do better," said Van Marcke, challenging her IT team to create a digital solution.

"The virus moves quickly — time was not on our side," said Stijn Hoegaerts, Van Marcke's IT director. "Our CEO asked the IT team on a Friday afternoon to create something that would keep track of employee contacts. Her request was to make it smart, which meant creating an intuitive app that encourages voluntary use while meeting the European Union's data privacy rules." While those parameters ruled out Bluetooth and GPS monitoring, "the ubiquity of smartphones and handheld personal devices presented an opportunity for application-based tracing on a wide scale," said Hoegaerts.

On Saturday, Hoegaerts reached out to BPM's director, Jan Ickroth. They first met in 2019 at Mendix World, the preeminent low-code development conference in Rotterdam. "That conference convinced me of the power of Mendix's streamlined approach to low-code application development for our upcoming digital transformation initiatives," said Hoegaerts. "However, learning about Mendix's new SAP partnership sealed the deal, as our company had migrated to SAP S/4 HANA and SAP's Cloud Platform."

"Van Marcke's use of SAP Cloud Platform Rapid Application Development by Mendix is a great example of how SAP and our partner ecosystem help companies remain agile and innovative during challenging times, while continuing to accelerate business growth through recovery," commented Darryl Gray, global vice president, software solution partner success for SAP.

"Normally, it can take a month to organize a subcloud in the SAP environment to host a Mendix app and set up security measures," said Ickroth. "We did it in less than five days."

To be compliant with GDPR privacy rules, data uploaded from the Stay Safe app is automatically deleted from the cloud after three weeks. Likewise, Van Marcke's IT staff cannot see any names or identifying information associated with application users. They can only view daily or total number of user registrations.

"The application's underlying principle is that users own their information. They must authorize sharing this data with other agencies," said BPM's Ickroth. "Mendix's approach to cloud security gives us the confidence to encourage wide adoption of contact tracing, knowing that both workers' safety and confidentiality are top priorities."

Low-code is a visual development approach to application development that enables developers of varied experience levels to create applications for web and mobile, using drag-and-drop components and model-driven logic through a graphical user interface. In the coming year, Van Marcke plans to leverage low-code software development on a number of digital initiatives.

"Our ability to Integrate the Stay Safe app with our core SAP system has proven the value of the Mendix platform," said Hoegaerts. "We followed the 'start, structure, scale' roadmap that Mendix outlines with great success. We plan on reusing this framework to extend the digital capabilities of other business processes going forward."

Johan den Haan, chief technology officer at Mendix, said, "We are proud to see enterprises leverage low-code's rapid software development tools to safely reopen their physical workplaces. "Although we can't predict what the remainder of 2020 holds in store, we can be certain that low-code empowers organizations to react in an agile, flexible way to changing market conditions, rolling out new business models quickly, and optimizing business processes as we navigate our path to a post-Covid environment."

#contactcenterworld, @SAP

Posted by Veronica Silva Cusi, news correspondent
Source: https://www.prnewswire.com


About Mendix:
Mendix, a Siemens business and the global leader in enterprise low-code, is fundamentally reinventing the way applications are built in the digital enterprise. With the Mendix platform, enterprises can 'Make with More,' by broadening an enterprise's development capability to conquer the software development bottleneck; 'Make it Smart,' by making apps with rich native experiences that are intelligent, proactive, and contextual; and 'Make at Scale,' to modernize core systems and build large app portfolios to keep pace with business growth.
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About SAP:
Company LogoSAP is a business software company – with more than 100,000 employees at sales and development locations in more than 50 countries worldwide.
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Today's Tip of the Day - User Queue Choice

Read today's tip or listen to it on podcast.

Published: Friday, October 2, 2020

Printer Friendly Version Printer friendly version

2020 Buyers Guide Call Routing Optimization

 
1.) 
Eastwind Communications

Eastwind sells Oracle, Ribbon, and Dialogic SBC and routing solutions for both premise-based and cloud-based deployments along with Microsoft Teams integration. Eastwind offers managed service offerings and complete 7x24 support.
PH: 508-862-8600

2.) 
Lieber & Associates

Call Routing and Contact Center Optimization
L&A provides consulting services to optimize contact centers, including call routing, skills-based routing, and multi-location routing. The firm's senior consultants have several decades of experience each in this area and work with all vendors' systems. L&A's president pioneered skills-based routing.
PH: +1-773-325-0608

3.) 
OpsTel Services

SPEED
The SPEED solution solves for service level issues while cost optimizing the environment with automation.

Provides an enhanced way to speed up & optimize invoking temporary agent skills configuration changes into the contact center environment.

Speed allows you to schedule both future changes & temporary changes that auto-revert back to the original state when scheduled time expires.

Speed features:

*Automated / Scheduled Temporary Agent Skills Configuration Management
*Immediate Temporary or Reoccurring Schedule Skills Configuration Changes
*Easy to Use/Operations Administration Focused
*Descriptive Monitoring Activity Dashboard
*Detailed “End to End’ Audit Trail and Performance Monitoring
PH: 1+480-435-9390
 

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