Products Unified Desktop
Unified Desktop (UD) is a framework for quickly creating Business Application for Call Centres, natively designed for integration into a Service Oriented Architecture (SOA).
UD is proposed as an alternative to traditional monolithic CRM applications used in call centres, which tend to become another silo of information hard exploitable by the business.
Its highly modular and flexible architecture makes it the ideal solution for all those contexts where the deployment of new and different business needs require complex and expensive stages of software adaptation: a tool natively integrated into a service-oriented architecture allows users to design their processes by reducing costs and development time and contextually, allows to follow the evolution of the market and IT infrastructure, ensuring the investment in time.
UD provides integrated services of CTI, CRM, Business Intelligence and backoffice applications both supervisor and operator side: this way, the user can configure the application behavior to fit its business processes, reducing costs and increasing efficiency.
Operator
The operator frontend is the convergence point of all the information: the interface is a standard web application, compatible with all common browsers (Internet Explorer, Mozilla Firefox, Safari).
Page pushing and AJAX techniques were used to optimize performance and resource utilization.
The layout is defined by style sheets, easy to align with other existing applications.
Supervisor
The supervision console is the tool that allows real-time monitoring of the contact center; the web based application, sharing the same desktop operator technology, can detect the activity of the working group in real time.
The console can access the chat and email to enable chat conferencing and to complete the approving email processes.
Configuration
Unified Desktop offers great flexibility in application configuration. All operating parameters are stored in XML files. For each point of contact (DNIS, mailbox, etc.) you can define the list of available services.
There are 3 levels of scripts to help the operator to express themselves in an appropriate manner to the context.
The reasons for the call can be filtered by the service and/or single data level and the input is facilitated (one-click) in order to avoid errors and to simplify the operation.
Using XML pipelines allows to define the change and display business information process. An integrated scripting engine allows configuration and execution of workflows.
All the information available to operators are presented using XSLT templates, also definable by a user.
CTI Controller
The modular architecture of the system allows the use of UD with different CTI systems.
Unified Desktop implements the Avaya Interaction Center Client SDK Java framework and the connector towards Genesys is going to be built.
The integration allows to display on the operator interface, the control tools for voice contacts, email and chat and to associate business data to the contact in order to be stored in the IC repository.
The contact management features include common controls: Answer, Hangup, Transfer, outbound calling, etc.
Also, you can record the reasons for calling configured on IC (Wrapup) and you can access the data associated with the call (EDU).
The alignment between the desktop and the CTI controller is guaranteed by a system that tracks the following information:
- State of the operator
- State of active contact
- Data associated with the contact (EDU)
Business Intelligence e reports
Unified Desktop also includes a business intelligence module that is able to join the data of incoming calls, grouped by different criteria, and produce reports useful to both supervisory and billing activities.
Technical Features
- Web application based on JavaEE technology
- Receives information in XML format, processes them and displays them in HTML format using XSLT templates
- Integrated workflow engine capable of orchestrating different services
- Available connector to Avaya Interaction Center 7.x. Under construction the one for Genesys
- Managing the call reasons (Wrap-up) through CTI or external DB
- Authentication management and access control through CTI or external system
- Has an interface supervisor
- Is supported by BI JasperReport platform (Ingres Icebreaker Appliance)