Teleplex CallBrowser™

Teleplex CallBrowser ("TPXCB") is a telephony-aware web browser that can be used in both inbound and outbound call center applications. 

Some benefits of using TPXCB include:

• Applications are actually smart web pages that can be created (typically in about 15 minutes) with the companion application "Teleplex PageBuilder".
• Web pages are stored and administered in a single location. If you want to update the application, you do it in just one place, allowing the users to simply press the "Refresh" button to perform the update.
• Applications can be run over the Internet or a private network, so home or remote agents can use the applications, too.
• Screens are easily customizable without requiring any programming skills.
• Actions that agents can be performed are managed in a central location via "profiles" that are automatically downloaded when TPXCB starts.
• TPXCB web pages access the web server only when the page is loaded, so you need not worry about the performance of your web server.  (Web pages are often stored on the Teleplex server itself.)

A sample TPXCB screen is shown below.

 

The main elements of a TPXCB screen are:

• The most commonly use telephone functions such as Hold, Disconnect, and Change Agent State are contained in the main toolbar.  Less commonly used telephone functions such as Transfer, Blind Transfer, Conference, and others, the agent can use the pop-up soft telephone, shown to the right.
• A unique feature of the soft telephone is the "Search" function.  Imagine that a customer calls and says "Yesterday, I talked to Joe, or John, or something...". For starters, there might be five Joes and Johns, the agent might not know anyone by those names, those people might be in different seats than yesterday, or those people might even be in a different office. The Search function allows the agent to do a wildcard search to find other agents, and then to transfer easily.
• The main screens is normally divided into two basic frames. The upper frame contains detail customer "screen pop" data that is displayed when a call arrives, and the lower frame containing controls that the agent uses to store the call outcome information.
• The upper frame may optionally contain a script (not shown) for the agent to refer to while talking to the customer.  The script is reminder of the sales points you want to make to the customer, and is entirely customized for each call using items in the screen pop data. This allows the agent to have a professional, accurate, and friendly conversation each time.
• The upper frame can also contain a set of questions that the agent should ask the customer. The results are automatically stored in a database when the agent registers the call outcome.
• The screen may optionally contain a third frame (not shown) with hyperlinks to other web pages such as to product pages on your corporate web site.

There are many ways to customize the display:

• The fields contents (i.e., the "screen pop" data) is determined by settings for each inbound ACD or outbound campaign.  Different ACDs or campaigns may display entirely different data, and may use entirely different web pages.
• The layout is largely controlled by a standard CSS file, so colors, position, font, background, and other attributes are easy to change.
• The values and display labels for outcome codes such as "Sale made" defined in your company-specific database settings.
• Individual agents can adjust the font size and move around toolbars and windows as desired.  Agents can hide the data display, and also hide the script (not shown) if those items get in the way.

As mentioned above, TPXCB web pages are created with the companion Teleplex PageBuilder application.  Teleplex PageBuilder can create web pages for:

• Inbound applications with screen-pop data of your choice.
• Preview, Progressive, and Predictive Dialer applications, with screen pop data of your choice.
• Manual Dial applications, where the web page contains a list of numbers that can be called by clicking a button.
• Survey, or Data Entry screens. Teleplex PageBuilder builds the question set, and even creates the database structure in which the results are stored. This type of screen can be used with both inbound and outbound, and is a great time saver if you do lots of ad hoc outsourcing work.
• A handy feature of a Survey or Data Entry screen allows agents to enter a "Zip code" or postal code.  TPXCB can then look up the corresponding address fields in a database, and automatically fill in those fields in the screen.

Teleplex CallBrowser and Teleplex PageBuilder provide a quick and painless way to set up an application for a many types of call center applications. Call centers with many short-term outsourcing jobs, where each job requires a custom screen, will find these products particularly useful.

However, if a web-based application is not quite what you had in mind, you may wish to refer to our Developer page for information on other alternatives.