Dacon's Live CSR ASP Software employs sophisticated and reliable procedures to integrate your existing hardware and software into the Live CSR Software Enterprise suite. Our Integration Tool Kit provides the necessary tools towards a manageable integration of systems.

Architecture

• Telephony Server - This server establishes a bridge between a PBX and the Multi-Channel Work Queue. It manages the transfer of customer telephone calls to CSR extensions.

• VoIP Server - A bridge between an Internet call and the Multi-Channel Work Queue, the VoIP server channels online calls through the same path as conventional calls, making it indistinguishable to the CSR. It causes customers using voice technology on the Internet to be directed through the same channel.

• Reporting Server - This server allows a call center Manager to obtain an up-to-the-minute view of the activity within each queue and the overall activity within the call center.

• Billing Server - This server, available only in the EIS Edition and the ASP Service, allows end-customers to be billed for work transacted within a call center.

• Intelligent Routing Server - This server accepts incoming customer requests from the Multi-Channel Work Queue Server. These requests are routed to appropriate CSR groups based on a customer's profile or request. This server also plays a Wireless key role in managing the load within each CSR group to minimize customer wait time.

• Multi-Channel Work Queue Server - The queue server accepts real-time customer requests through the various media connectors - VoIP, telephony, chat, email and wireless. The queue server works in conjunction with the Intelligent Routing Server to forward a customer request to the appropriate CSR.

• Email Server - The email server accepts structured customer requests and works in conjunction with the Multi-Channel Work Queue to forward these requests to the appropriate CSR. The CSR response is then forwarded back to the customer through the email server.

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