CHECKLink TM. Datasheet

Transcription

1 CHECKLink TM Datasheet

2 CHECKLink CHECKLink Datasheet Traditionally, the integration of contact center solutions with the applications that are used at the agent level are among the most complex and time-consuming software integration projects. When performed successfully, the result is a robust solution that significantly increases operational effectiveness, agent productivity and enhances customer experience by affecting the main contact center metric that is first call resolution. Leveraging on its many years experience as a contact center solutions provider, ComSys designed CHECKLink to enable the seamless integration of Aspect Unified IP - a state of the art multichannel contact center platform by Aspect Software - with practically any agent level CRM-type application. With CHECKLink, applications that support line of business like Collections, Telesales, Customer Care, Directory Assistance etc. at the contact center, can now be easily and with little effort integrated with Aspect Unified IP. ComSys CHECKLink is a middleware bridge service oriented product, which facilitates full, real-time, interoperability between any agent CRM-type applications and Aspect Unified IP. The CHECKLink Agent Toolbar is embedded in Web-based as well as in Microsoft Windows CRMs, Collections and Telemarketing applications, so the task of CRM-CTI integration is now becoming straightforward, standardized and inexpensive. In the case that the end user application provides an already developed standard interface for CTI integration, CHECKLink APIs can be used for delivering full contact management functionality from Unified IP into the application. CHECKLink Agent Toolbar Moreover, ComSys has already developed adapters for major CRM applications like Oracle Siebel, PeopleSoft, Salesforce, SAP and others. CHECKLink Oracle Siebel Adapter CHECKLink SAP Adapter with SAP Toolbar CHECKLink SAP Adapter with CHECKLink Toolbar 2014 ComSys. All rights reserved. Page 2

3 CHECKLink PeopleSoft Adapter CHECKLink Salesforce Adapter Architecture CHECKLink by ComSys utilizes the main interoperability and integration tools provided by Aspect Unified IP and handles robustly and effectively the communication and synchronization demands amongst multiple agent level CRMtype applications and multiple Unified UIP instances. One of the main features that is introduced by integrating Aspect Unified IP with CRM applications through CHECKLink, is the real time view of the information related to the current agent communication, on a single screen. Agents no longer have to switch between application windows to get the right information at the right time, therefore, their overall performance improves and the call handling time and overall waiting time in the contact center decreases. CHECKLink by ComSys supports several types of communication activities for agents, such as inbound, outbound and multichannel digital communications like Chat, SMS, , etc. In addition, CHECKLink provides out - of - the - box Accelerators that are already developed applets for enhancing the functionality that is presented to the agent application layer, such as Agent Settings, Agent Statistics, Externals - Speed Dials, Universal Message Viewer, Show Call Data, Call On Hold Timer, Multisession Chat Service, Multisession Service, Address Book and Personal Greetings. CHECKLink Accelerators Agent Statistics 2014 ComSys. All rights reserved. Page 3

4 System Features Expandability Overall user capacity may be increased through the commissioning of new CHECKLink servers. Additions can be performed during operations and without any downtime. System Monitoring and Statistics Interoperability CHECKLink supports interconnection between multiple Agent Applications and Unified IP systems. Either new Agent Applications or Unified IP Systems can be added to the configuration by altering only system file parameters and without interrupting production. Load Balancing CHECKLink balances utilization of hosting servers and Unified IP portals delivering effective operation for high load cases. High Availability In case of a system failure and provided that more than one CHECKLink servers are installed and active, the system restores and resumes automatically all active operations to the remaining active services. This feature guarantees continuity for operations. Aspect Unified IP Portal Management Administration CHECKLink administration covers three main functionality areas combining system statistics, active sessions control and system health information; all these can be monitored on each CHECKLink server and globally. Moreover, system administrators can supervise specific operations, send informative messages to users and examine individual system logs by utilizing the provided tools. Performance Each CHECKLink server is profiled and benchmarked for four hundred (400) UIP agents. Security SSL is used for enhanced security. The X.509 certification is also supported. Maintainability The system facilitates log creation and collection automation, through the use of specific console-level provided functions ComSys. All rights reserved. Page 4

5 Benefits Business Benefits Functional Benefits Important cost savings from first call resolution o Decrease in overall call waiting time o Decrease in call handling time o Reduction of operating cost Improvement of overall performance o Agents are more informed as all interaction history is displayed in one central application o Increase productivity through reduced call handling time by the use of Single Sign On and screen pops o Increase efficiency through data and screen integration Enhanced customer experience as all information is available to the agent and there is no need to ask questions. Offers real time interoperability between Aspect Unified IP and leading CRM applications Fully tested and approved by leading CRM manufacturers Industry standard design and technology; easy to upgrade Fully customizable Out of the box full CTI and consistent multichannel functionality Easy to install and maintain Minimizes complexity in the system architecture Characteristics like Load Balancing and High Availability guarantee the seamless operation with no downtime. Consolidation of data coming from different sources Aspect UIP Agent Level Application Integration High Level Architecture Diagram 2014 ComSys. All rights reserved. Page 5

6 About Aspect Aspect is a global provider and a Gartner Magic Quadrant Leader, for customer contact, workforce optimization and back office solutions. For more information, visit About Aspect Unified IP Aspect Unified IP is a complete, software-based, unified platform that helps enterprise contact centers deliver remarkable customer experiences across every conversation and every channel. Features such as inbound/acd, outbound/dialer, voice portal/ivr, , SMS/text and chat/im help customer-centric organizations achieve next-generation customer engagement. Why ComSys ComSys is an ICT provider delivering high-end software solutions, networking and IT infrastructure to the public sector and various private sector verticals in the South Eastern Europe region. The company has proven track record, with many large scale Unified Communications and Contact Center implementations around the globe. For more information please visit: ComSys. All rights reserved. Page 6