Product Summary
- Increasing Call Center functionality for enhanced data integrations, to perform off system functions, and to connect to external data sources.
- Integration is accomplished via Microsoft SQL queries or Web Service calls with Plugin Modules.
System Diagram
Call Center queries to a SQL database are handled by the PCS SqlServerLink Service and Plugin Modules for enhanced functionality.
Example Query Flow
Product Requirements
- Windows 2016 Server or greater.
Plugin Module Options
- On-Demand TTS Generation
- Generates high-quality Text-to-Speech (TTS) files dynamically to meet Contact Center demands.
- Integrates stable premise-based voices to ensure reliability.
- Utilizes cloud-based voices to ensure superior audio quality, enhancing the overall playback experience.
- Web Service Integration
- Executes web service calls, retrieving and processing results efficiently.
- Enables the system to adapt to various web service endpoints for comprehensive functionality.
- Email Management
- Sends emails using customizable templates, ensuring consistency in communication.
- Leverages predefined email templates to integrate Call Center data for personalized and flexible content.
- ECC Activity Feed Monitoring
- Monitors the ECC Activity Feed in real-time, allowing for proactive and optimized call routing.
- Redirects Call Center calls based on agent availability for improved responsiveness.
- Salesforce SOQL Query Execution
- Executes Salesforce SOQL queries to retrieve customer related data.
- Utilizes Salesforce data intelligently to enhance the effectiveness of call routing strategies.
- SMS Integration into Call Flow
- Integrates SMS into the call flow for a multi-channel communication experience.
- Enables bidirectional communication, allowing customers to interact via SMS within the context of a call.
- Custom Integration with Third Party Applications
- PCS can customize plugins for integrations with Third Party applications and systems to meet your business process and automation needs.