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Reduced operating costs, improved agent productivity,
better customer service, and lower agent turnover – issues
at the top of every call center manager’s list of challenges.
Computer Telephony Integration (CTI) and self-service applications
such as Interactive Voice Response (IVR) are two call center
technologies that address all of these concerns. In fact,
studies have demonstrated that IVR and CTI applications
produce more benefits per dollar of spending than almost
any other contact center technology -- typically generating
a return on the initial investment in less than one year.
Chrysalis’ Sonata solution allows call centers equipped
with Symposium Call Center Server to deliver the functionality
of IVR and CTI without investing in an IVR or in a dedicated
CTI server. As a result, the solution produces unparallel
financial returns. Call centers can generate payback on
their Sonata investment in just a few months through improved
customer relationships, higher agent productivity, reduced
operating costs and increased revenues.
Voice Response Applications. Sonata enhances the
Symposium Call Center Server by allowing simple voice response
applications. Anytime of the day or night, callers can retrieve
data from enterprise databases, such as account balances,
order status, or any other data normally retrieved by an
IVR. As a result, the organization enjoys the tremendous
productivity benefits of IVR without the associated expense
of hardware, application development, and ongoing maintenance.
Screen-pops. During business hours, Sonata exploits
Symposium’s skills-based routing to send the call and its
attached data, such as an account number, to the agent best
equipped to handle the call. When the call arrives at the
agent’s phone, the agent’s desktop application populates
with caller-specific information. Throughout the call, the
agent can update account information and, if necessary,
transfer the caller and the screen to another agent or supervisor
Callers need not identify themselves to subsequent agents
and agents are armed with all the information they need
to best serve the customer as quickly as possible. The Sonata
soft phone also provides agents with most of the features
of their telephone right on the desktop.
Easy Integration. Sonata’s open interfaces allow
integration to virtually any host application. This means
that Sonata can enable screen-pops and retrieval of important
customer information from legacy applications or of applications
from all the leading CRM vendors, including Siebel, Oracle,
and SAP.
Scalability. Sonata is a thin, high transaction
CTI solution capable of supporting call centers of almost
any size.
Efficient. Sonata’s resource requirements are
minimal so it does not require a dedicated server.
Trouble-free implementation and support
Sonata is a robust and easy to implement software package
that many Chrysalis customers have implemented themselves.
But you can also use Chrysalis world class professional
services for trouble free implementations. And our
products are backed by our warranty and knowledgeable customer
support.
Flexibility. The Sonata suite of CTI tools includes
modular components that can be used individually to solve
unique call center issues:
The Sonata Server is a Meridian Link Services
client that facilitates call control and ACD set feature
notification. A thin, high transaction CTI server, the Sonata
Server can operate in both fat- and thin-client environments.
Sonata allows caller data to be associated with each call
passing through the call center and ensures that the data
remains attached to the call as the call is transferred
from agent to agent.
The Sonata Agent is a suite of development tools
that works in conjunction with the Sonata Server to provide
CTI functionality, including screen-pop and third party
control of a phone set. The Sonata Server uses the Sonata
Client to transfer data attached to the call to the agent’s
desktop application. This suite of tools is full featured
yet flexible in allowing an application programmer to customize
the CTI solution to seamlessly work with the contact centers
operations. Integration can be as simple as several
lines of VBScript. The application developer also
has the option of imbedding an ActiveX control into their
application for a seamless integration. The tool set
comes with a full featured soft phone that provides call
control from the agent’s desktop.
The Sonata HDX Service interfaces with the Symposium
Call Center Server's Host Data Exchange (HDX) and provides
data exchange functionality to the Symposium scripting environment.
This driver allows easy integration to most relational database
and legacy systems for pre-routing, caller verification,
and retrieval of customer information.
The Sonata IVR Client allows virtually any IVR
platform to communicate with the Sonata Server. This
allows the IVR to attach data to a call, receive ANI/DNIS
and other call information, and perform fast digital transfers.
The Sonata Caller Elected Callback (SCEC) is an
enhancement to Nortel’s Symposium Call Center Server that
gives callers the option of requesting a call back when
an agent is available -- instead of remaining on hold. SCEC
can maintain the caller's position in line without requiring
her to physically hold on the line. Alternatively, SCEC
can schedule a callback at another time, more convenient
to the caller.
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