eTelescript Architecture

eTelescript is designed to run from a Web server, using Microsoft's .NET platform, providing users unrestricted secure access to view and manipulate their data. This server can be placed on an intranet within the corporate network or can be opened up to the public Internet, enabling access from anywhere. Integrated telephony features synchronize with the agent module to provide telephony to local and remote agents.

Designed to integrate web-based scripting and virtual call center agents, eTelescript enables agents and managers to work remotely with complete call center capabilities. With a browser-based, administrative GUI interface, the reality of a physical call center is no longer a requirement.

Virtual Call Center / Remote Agents / Centralized Control

eTelescript treats geographically dispersed agents, either remotely or in a call center, as if they were centrally located in a physical call center. Supervisors visually monitor agent, team and campaign activity, utilizing web-based, color-coded, real-time reports.

Centralized management control and data storage provides considerable cost benefits and timesavings. eTelescript enables remote management of the agent, server and various supervisors from a single location. Data is centrally collected and stored, eliminating the need for information uploads and imports.

With eTelescript, management has the freedom to pursue the most able agents, regardless of city, state or country.

Global Calling Campaigns

eTelescript is truly a global application. It allows for identical or different calling campaigns to contact multiple countries simultaneously in virtually any language you require. Furthermore, it is designed to automatically localize dates, times and currency based on the browsers settings, easing the level of hands-on management required.

Architecture Designed for the Web

Web-Based Platform

Utilizing XML, supporting remote agents and built on a .NET platform, eTelescript is designed to operate in a web-based environment. With the ability to access nearly all functions over the web, it can manage call center campaigns from any web connection in the world.

On a phone call, agents must often wait while the browser navigates to the appropriate page. eTelescript eliminates the process of navigating page to page over the web, by not constantly refreshing and downloading new data and files. eTelescript is designed to limit the number of round-trips (local computer to web server to local computer) to a single transmission prior to the call, downloading all necessary data before the call is placed or received. This significantly reduces the actual waiting time wasted on each call because each page loads from local, rather than server files.

Three Tier Database Design

The agent machine connects directly to an application or web server that connects to the database server. The agent machines are database independent, as the server efficiently handles the allocation and pooling of resources. Each tier runs on a separate platform, providing numerous advantages such as ease of use, modularity of application, efficiency of load balancing and distributed processing.

Thin Client

With Internet Explorer 5 or above as the core requirement, eTelescript is truly a thin client application. This client/server architecture stores no data or applications on the agent desktop, enabling an agent to login from any computer with a net connection (work, home, remote location). This greatly reduces the costs associated with purchasing additional hardware and eases the level of maintenance the machine requires.

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For more information about Digisoft and the call center software, CRM solutions, and predictive dialers we provide, please call us at 866-338-0678, fill out our contact form, or email us at sales@touchstar.com.

Digisoft (a Noble Systems solution)
4151 Ashford Dunwoody Road - Suite 600 • Atlanta, GA 30319
Phone: 888.866.2538 • Fax: 404.851.1421

Developing call center software, CRM solutions, telemarketing software and predictive dialers for more than a decade.

eTelescript

Overview
Architecture
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