UniCredit Banca was formed in 1999 by the merger of Banca CRT, Cariverona, Cassamarca, Caritro, CRTrieste and Rolo Banca 1473. It is the first and only bank in Italy set up specifically to service the needs of the personal sector, professionals and small businesses. It is part of the UniCredito Italiano Group, the largest banking Group in Italy in terms of Market capitalization (€25 billion in 2001) with a leadership position in Europe where it ranks as one of the top five most profitable banking. Business Challenge  Remodel Call Center processes by unifying access through standard tools (i.e. WML).   Facilitate access for other areas of the company and make future evolutions of the system easier to implement.   Design a new Application Architecture that optimized the many different procedures currently in use.   Allow Technical Support Personnel to perform self analysis and management of the company’s data flows.   Significantly reduce time-to-market for new Call Center applications resulting from changes in other parts of the Group.