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CSB is meant to be a tool that generates scripts which are used as call guides to agents. Such Call Guides/Scripts can connect to databases to read and write data back and also to other external applications, both within the organization and outside the organization. CSB works on top of a supported Contact Center platform. At this moment, it works with Cosmocom, Avaya and Oracle CCA. You may need to buy some specific components in these platforms to start using CSB. For details, please write to us, mentioning your Contact Center platform(s). In addition, CSB needs Windows Server 2003 and MS SQL Server 2005 to function. We have a track record of porting CSB to a new platform in a very short span of time. Please contact or email us to discuss. CSB supports both Inbound as well as Dialer modes of all supported platforms. Some platforms can support blended modes too. Absolutely, if the underlying Contact Center platform supports it. When the underlying Contact Center platform support agents on multiple queues, the logged in agent will get the script associated with the queue the call from. When a call from a different queue comes in, the agent will get the new script associated with that queue/campaign. Tratum CSB allows data from MS SQL Server and Oracle to be displayed on scripts. You can also write back and update the records back in the database from the script. Yes, you can use stored procedures to retrieve data from database and display in the scripts. You can show data from external applications as long as the external application supports any of the following
Tratum CSB is very intuitive to use. Using the user guides, a newbie will typically start writing scripts on the same day. Tratum support will generously help a new customer with the first script. For those of our customers, who require continuing help with writing and customizing scripts, either Tratum or one of our partners offer professional services with writing scripts and reports. Those of you who are familiar with programming concepts or have developers in your organization, you can start using concepts such as web services and server side scripting in next to no time. A typical script, in our experience, is anywhere from 50 to 100 pages. A starter script is typically between 10 and 25 pages. The very first call, after a prolonged period of no activity for the entire call center, takes approx 3 secs. All subsequent calls take less than a second to pop-up after a call arrives. No, the agent is automatically logged into the script when they login into the Contact Center/ACD. Tratum CSB supports cluster environments for both web server and database. The web server can be deployed in Windows NLB and the database supports database mirroring. The script publishing automatically publishes to all web server nodes. You can visually monitor publishing status on all nodes from any one node. As such, CSB supports High Availability and load balancing and can support thousands of simultaneous agents from a single installation. Tratum CSB supports cluster environment for both Web/App server and also database. CSB offers excellent scalability and response times at very high load, stretching into thousands of simultaneous users. For specific environments, please contact our Support Team with your questions. Tratum CSB is ground-up designed for multi-tenancy and hence is ideally suited for Telcos, Service Providers and Outsourcers. Absolutely. You can evaluate values of a global variable and conditionally navigate to different pages of the script. CSB is installed on Microsoft SQL Server. The script can connect to MS SQL Server and Oracle. We do not provide connectivity to all ODBC compliant databases at this time. We plan to provide connectivity to more databases in future. |