Nokia cares about open source alternatives to costly customization

Proprietary system dumped

Nokia Australia has replaced the core management system used at its customer care centres across Australia with a solution built entirely on open source technology.

The company has 12 care centres in operation with another opening in Darwin next month.

The centres manages mobile phone support issues and can track and manage phone repairs for clients.

IT consultancy Glintech built the system from the ground up with Nokia customer care manager Peter Thomas claiming it will allow the company to respond more quickly and provide more user-friendly customer care services.

Nokia has replaced a proprietary system but would not disclose the vendor.

Thomas expects the new system to reap major benefits for both Nokia and its customers, driving efficiency and further improving its customer care capability.

"Using open source technology will enable us to develop a customized and unique technology solution that caters directly to our needs, gives us more flexibility and helps provide easier access to information for our customers," Thomas said.

Glintech managing director Dimitri Spyridopoulos said Nokia went with open source because there were a lot of charges associated with customizing the system.

"It would have been costly to go with a proprietary solution, to achieve the same results," he said.

Spyridopoulos said the system is built on the MySQL database and JBoss.

"We use several frameworks including Hibernate and a number of reporting engines," he said.

This includes OS Workflow and Web Work from Open Symphony and ACEGI provides the security layer.

"It is all built on Ajax using Eclipse reporting technology, specifically BIRT," Spyridopoulos said.

"Our development team successfully rolled out the solution over one weekend."

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