recover.restore.reconnect
In complex call center environments, agent desktop crashes, application problems, and network connectivity interruptions are bound to happen. But, you don't have to drop your customers' calls when they do. We can help you reconnect.
Session Recovery Controller
When your customers reach a live agent, the last thing you want to do to them is inadvertently drop their calls, but that's exactly what will happen if your agents' softphones crash, or their hardphones lose network connectivity. In the best-case scenario today, your agents may collect a callback number from customers so that they'll be able to call them back when their softphones–or desktops—restart, or when network connectivity is restored, but that takes time. Meanwhile, your customers don't know what happened; they've probably called back in, re-entered their account numbers, once more navigated through the IVR, and now are sitting in the queue...again.
Recover Dropped Calls
When an agent's phone dies, it stops sending information in the media stream, so your customer hears nothing but silence. Usually, the call ends here; and the customer's frustration begins. The Techstra Session Recovery Controller, using events from Oracle's Application Session Controller (a complementary product to the Oracle Session Border Controller), can detect this media loss and act on it. The Techstra solution can then immediately play a prompt letting the customer know about the problem, and that the call will be reconnected to an agent right away (with full call context).
Rigorous Testing
The Session Recovery Contoller provides REST web services that can be called by the IVR to store call data as a call progresses through the voice application. After a failure, these services may be called to restore the call data, before sending the recovered call back to the ACD for routing to a new agent.
Quality Guaranteed
Once the call data has been restored, and the calls variables have been repopulated–all without requiring the caller to re-enter any information--the call can be rerouted to an appropriate agent.
When the call arrives at the Agent's desktop, his screen pop is able to locate the correct record, just as it would for any other call, and the voice path between the customer and the agent is reconnected.