Some follow up on the Retail Banking Call Center solution blog a few days ago, following an exchange of e-mails with key people at both IBM and Pegasystems…The new call center solution is not an OEM arrangement or a monolithic CRM application. Rather, it’s a composite-based solution—a set of best-practice components coupled with a composite application. In other words, IBM is selling consulting and enabling technologies that work together with Pegasystem’s solutions. The solution combines IBM’s component based architecture, portal framework and Pegasystems’ Customer Process Management framework and SmartBPM technology. The benefits to the customer service rep at the contact center include— Dramatic reduction in training time— No more sticky notes on the side of the screen— No more "ALT TABBING" to other applications and re-keying data— No more complicated decision making that can be inconsistent or incorrect— Reduce or eliminate call wrap up timesThe ultimate goal, according to my contacts, is to bring the right service and the right offer to the right customer at the right time – all rendered automatically by the solution. .