text: The EBC saves hours of administrative time, allowing 
  
  agents to sell commercial insurance products much 
  
  more proﬁtably. 
  
  The EBC also came into its own as a decision-sup- 
  
  port tool in 2001. Among other new features, its scoring 
  
  tool evaluates potential small-business customers 
  
  based on factors such as the number of employees and 
  
  the size and type of the business. The score helps identi- 
  
  fy businesses The Hartford is likely to accept and mini- 
  
  mizes the complexity of agents’ decisions. 
  
  Technology introduced in 2001 also enhanced 
  
  customers’ interaction with our personal lines opera- 
  
  tion. Computer-telephony integration (CTI) at call cen- 
  
  ters immediately directs calls to the right customer 
  
  service representative based on whether the caller is an 
  
  auto or homeowner’s policyholder. CTI also automati- 
  
  cally calls up the customer’s record on the customer 
  
  service representative’s screen so service is faster and 
  
  doing business is easier—the embodiment of The 
  
  Hartford Experience. 