Application of internet technologies to customer support services: a thesis presented in partial fulfilment of the requirements for the Master of Technology at Massey University

Abstract

The topic of this thesis was first proposed by the management of IBM New Zealand. One of the major products of IBM in New Zealand is called the Integrated Customer Management System, or ICMS. This is a software package that is sold to telecommunications companies worldwide. The ICMS product is currently undergoing a major upgrade which would see it converted from an RPG based application that is based on AS/400 type computers, to a C++ based application that would run on RS/6000 type computers (server) and Intel x86 computers (client). What was proposed was a course of research that would study how Internet based technologies could be applied in the future use of this newly upgraded product.