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The System Integration Server is
the next generation of our successful and award winning XTAPI
product. The System Integration Server is an advanced
multi-switch client server based Computer Telephony
and Integrated Voice Response application. The System
Integration Server provides a Workflow driven Screen Pop and
Task Routing environment completely administered through an
intuitive, browser based interface.
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The System Integration Server provides for a fast return on your
investment through affordable licensing plans, minimal training
requirements, no programming and minimal deployment effort. The
flexible licensing options allow you to only purchase the
software you need; allowing you to concentrate limited funds on
applications and users that will see the largest gains. The
intuitive user interface will minimize the amount of training
time required for administrators. Creating and troubleshooting
graphical workflows is much simpler than when troubleshooting
text based rule engines. Because no programming is required to
create sophisticated call routing and screen pops, new
applications can be deployed in hours rather than weeks. Most
complete solutions can be created and deployed in less than two
weeks time.
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Improve your agent productivity and lower administration costs
by implementing Whitefeld's System Integration Server based
screen pop solution. CTI screen pops can lower your average
handle time, eliminate errors and repetition by automatically
retrieving the customer record before the call is answered.
Whitefeld Screen Pop solutions are tightly integrated with your
desktop application to provide agents with all the tools and
information they require to manage the call. In addition to
traditional call center based screen pop, you can CTI enable any
thin client, web based applications like Corporate Directories
and Customer Relationship applications using pre-built
integration libraries. Provide both agents and executives with
quick dial buttons next to the phone fields on the desktop to
allow dialing any number with a single click.
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Are your calls routed based on the rich collection of customer
information you have today? With Whitefeld's System Integration
Server, your company can make intelligent call routing decisions
based on your business data. The System Integration Server
integrates data about your customers from a variety of sources
using the most reliable and extensible data access methods. For
example, the System Integration Server lets you:
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Give your best customers or VIPs the extra attention
they deserve by intelligently routing them to their preferred agent
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Route high estimated transaction value calls to your
best salesman
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Direct trouble ticket calls to the last agent handling
the case, or the specialist for that product line
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Determine customer entitlements and support level up
front then use this intelligence to best route the call
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Automatically route at risk customers to your loss prevention
group
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Direct trouble ticket calls to the last agent handling the case
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Implementing intelligent, data driven call routing, screen pops
and Integrated Voice Response have never been easier with the
System Integration Server's intuitive, thin client
Graphical User Interface. Administrators can view
and modify call routing in seconds. There is no programming or
installation required. The System Integration Server's Workflow
Editor looks familiar with its flowchart style Call Flow
diagrams. Quickly create, modify, and deploy advanced Call Flow
scenarios by pulling together information from your business
data sources - all without programming. Business leaders can
make instant changes to routing rules in response to business
conditions. There is no need for IT administrators to install
special software on supervisor desktops to administer the System
Integration Server. All CTI administration is performed through
a Web application via your local intranet; allowing
administrators access and view the information from any PC. Just
open a Web browser start working.
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The server side architecture allows for streamlining
solution development and deployment. The System Integration
Server client dynamically initiates communication with desktop
applications using various technologies (OLE, DDE, TCP/IP
Sockets, etc.) Because all desktop interactions are created
using step objects on the server, there is no custom programming
required on the desktop. Administrators can make changes to
existing screen pop applications or add additional screen pop
applications without programming or an extended rollout period.
Publish the workflow, and agents automatically get the
updates. In addition to communicating directly with desktop
applications, the System Integration Server system can
communicate with thin client, server based applications as well.
In these cases no Whitefeld software is deployed on the desktops
- further minimizing deployment schedules.
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