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eTelescript Architecture |
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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 synchronise
with the agent module to
provide telephony to
local and remote agents. |
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Designed to integrate
web-based scripting and
virtual call centre
agents, eTelescript
enables agents and
managers to work
remotely with complete
call centre
capabilities. With a
browser-based,
administrative GUI
interface, the reality
of a physical call
centre is no longer a
requirement. |
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Distributed Call Centre
/ Remote Agents /
Centralised Control |
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eTelescript treats
geographically dispersed
agents, either remotely
or in a call centre, as
if they were centrally
located in a physical
call centre. Supervisors
visually monitor agent,
team and campaign
activity, utilising
web-based, colour-coded,
real-time reports. |
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Centralised management
control and data storage
provides considerable
cost benefits and
time-savings.
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. |
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With eTelescript,
management has the
freedom to pursue the
most able agents,
regardless of city or
country. |
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Global Calling Campaigns |
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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 localise
dates, times and
currency based on the
browsers settings,
easing the level of
hands-on management
required. |
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Architecture Designed
for the Web |
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Web Based Platform |
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Utilising 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
centre campaigns from
any web connection in
the world. |
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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. |
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Three Tier Database
Design |
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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. |
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Thin Client |
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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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Copyright 2008 TouchStar Call Centre Software. All Rights Reserved