Database Communication Service
provides a database independent access interface for all the other components.
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Benefit -
Based on the Hibernate technology, the Database Communication Service provides
unparalleled caching and performance for database access to many popular SQL
databases including Microsoft SQL Servers, Oracle SQL Servers, and MySQL.
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Campaign Service
provides the dialing brains of the system. The campaign service uses a pluggable
dialing-algorithm for each campaign providing maximum performance and flexibility.
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Benefit -
Through smart configurations, the dialing optimizations happen at runtime based
on the recent calling data as well as archived statistics.
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Agent Service
provides a central location for all the agents to communicate to the rest
of the system.
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Benefit -
The agent service maintains a central control for all the agent
stations which allows for crash recovery of any agent station and one location
for all the statistics of the agents. Therefore, there are no statistical
discrepancies between agents' stations and no single agent station error can
lose information for the entire system.
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Business Intelligence Service
provides a central location for statistics gathering, report generation, and
third-party software integration.
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Benefit -
By providing these services, each supervisor in the system can reliably
get all the statistics from one location, get powerful reporting features
like scheduled reports, and provide agent stations with a central location
for running time consuming operations that may include custom pieces of software.
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Call Control Service
provides a central mechanism for all the servers in the system to access the
telephony layer.
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Benefit -
By managing all the lines of the system, the call control service provides the
fastest access to all the lines of the system.
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Telephony Service
provide the access to the telephony hardware.
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Benefit -
These services can be spread across many servers for ultimate scalability and
least-cost routing. One Call Control Server can control many telephony servers
or many call control servers could access one telephony server. Thus, the
telephony layer of the system is architected for hosting environments, and the
use of VoIP. The telephony servers utilize the Aculab Prosody X cards which allows
for inter-server resource sharing providing a seamless technology for multiple
physical server solutions.
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The Administrative Console
provides the one-stop-shop for all the user interfaces required to administrate,
configure, and monitor the system.
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Benefit -
Via intuitive and familiar interfaces the Administrative Console gives the
management of the call center the power to view live statistics, generate reports,
optimize system configurations, monitor agents, and administrate campaigns and
call lists. Through configurable user-levels the administrative console provides
different interfaces appropriate to administrators, supervisors, and technical
support staff.
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