Posts Tagged ‘VoiceXML’

Contact Center Resources

In a contact center you need lots of things predefined and ready if you want to do a change in a routing tree. You need prompts, origin lists, suffix lists, SMS templates, SOAP requests and so on. We call them Resources.

In the effECTive® Web Portal we have one central location where you can manage all your contact center resources. Obviously you’ll find them under the tab “Resources”. The idea of a central location was to make the resources available for all your routings. Say you need to change a TTS prompt, then you enter the new text in the web portal under the proper resource. You save it and the change in the prompt becomes active in all routings you’re using this prompt.

You create or change a VoiceXML the very same way. We have a VoiceXML editor in the web portal, when you change code in an existing VXML icon, it will be valid for the icon regardless in which routing you’re using it. You may wonder where the calls end up that your agents record. Guess what, you find them in the resources. And since they are part of the web portal you can change and manage your resources from wherever you want. All you need is a browser and internet access.

So does your contact center have resources?

The VoiceXML Icon

One of the reasons we developed our Visual Call Flow Builder in which you arrange complex routings by just dragging and dropping icons is to spare users the hassle of programming in VoiceXML. Usually, people who administer a company’s Interactive Voice Response system are not programmers, so they don’t know how to write VXML code. To enable them to do their daily work with the IVR, we offer the Visual Call Flow Builder, a graphical user interface over which users arrange icons over the browser of any PC.

Each icon contains certain functionalities e.g. “SOAP request” or “database request”. It makes writing code in VoiceXML superfluous. The underlying code of every icon is in VoiceXML and our own ECTXML®. This XML language, which is also our core intellectual property, is fully compliant with CCXML 1.0 and VoiceXML 2.1.

But what if you have VoiceXML code in use which is good and you want to keep using it with the Visual Call Flow Builder? Then I can offer you the VoiceXML icon. This is a blank icon which you can link to existing code that defines a certain functionality and integrate it into your call flow.

And again, users without programming knowledge can do this. You don’t need to change the existing code, take it as it is and link it to the VoiceXML icon with just one click. Many companies are reluctant to switch to a graphical user interface which makes them discontinue working with their tried-and-true VoiceXML code, however, the VoiceXML icon gives them the opportunity to use their own code within a graphical service creation environment.

Would you like to integrate your own code in a graphical SCE? Contact us and we’ll show you how to do it.