Posts Tagged ‘browser-based’

What is an Icon?

We’ve been talking about icons a lot recently in this blog, so I thought it might be time to explain what an icon is and what you can do with it.

We’ve all experienced IVR in one way or another: mostly when you’re calling a company for support and are asked something like: “for support press 1”, “for sales press 2”, etc., there is logic in the background in the form of a routing plan or call flow.

For example, such a routing plan could look something like this:

  • You call a number and hear a “welcome” announcement (Prompt – icon).
  • The system checks what time you are calling (Time icon)
  • For callers within opening hours, we play a menu (Menu icon)
  • For callers outside opening hours, we play a message and disconnect (Prompt icon)
  • Callers who select sales will be sent to the skill-group “Sales”  (Destination)

Our icons are end-user building blocks and represent a pre-built feature set based on the mode that is chosen for that particular icon.  Icons are graphic elements that you can use to build routing plans or call flows. We have packaged the most frequently used functions in IVR service creation and created numerous icons for our Visual Call Flow Builder (VCB). As a result, we now have over 30 pre-defined icons such as “Menu”, “DTMF”, “Http”, “Prompt”, “Destination”, “SOAP”, “String” etc.

In everything we do, we aim to make communication simpler, so rather than programming call flows, we offer a fully web-based graphical user interface in which icons are configured and connected: if you understand the logic of the call flow, you can create it. To check the parameters of an icon, you just need to double-click on it and can then make adjustments to suit your requirements.

Here are some screen shots of our VCB and the available icons.

This is an example of the logic for a credit card payment.

Call Flow - Credit Card Payment

Pre-defined Icons

Pre-defined Icons

If you want to know more about our icons and how to build call flows quickly and easily, then please get in touch.

Seven Ways to Make Number Translation Services a Success

Transforming non-geographical numbers to geographical numbers is more or less a commodity. So if you want to add value to your NTS, you will need more than just static call routing based on the call origin or the caller ID. Here are seven ideas for really innovative Number Translation Services:

  • Offer more than just one static call routing feature. Route calls based on origin/prefix, weekday or geographical region.
  • Offer dynamic call routing, i.e. routing on parameters that change. Examples are queue length, time of day, skill-based routing, or a percentage allocation.
  • Offer NTS as a scalable solution. Sell a basic feature set and offer your customers additional number translation features they can pick from according to their needs.
  • Offer self-service. Your contact center customers should be able to create and change routing plans themselves as well as the type of routing strategies they need. Here dynamic call routing is really helpful.
  • Offer web-service. Your customers should be able to work on their number translation over the browser of a PC just the way they handle all other network-based contact center settings.
  • Offer single-sign-on. With one log-in your customer should be able to access all your contact center features like NTS, Automatic Call Distribution or your IVR.
  • Enable complex routing scenarios with callflows by integrating IVR functionalities. You can play a prompt while the call is routed to the desired destination, place calls in a queue, communicate with external interfaces (http, SOAP, databases) to collect information during the call (e.g. in customer care scenarios), and use speech recognition as well as text-to-speech. You should be able to set up, change and administer these callflows in real-time over your browser.

Do you have more ideas on how to add some juice to the, admittedly, rather dry subject of number translation, or do you maybe disagree with my points? Then share your thoughts with me.